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Call Center Representative

2 months ago

Wilmington, United States Medical Center Specialty Pharmacy Full time

About Medical Center Specialty Pharmacy (“MCSP”)

MCSP is a premier, full-service pharmacy and compounding lab located in Wilmington, NC. For over 30 years, we have been a trusted local pharmacy for all types of prescriptions including specialized compounded medications. Our mission at Medical Center Specialty Pharmacy is to hold steadfast in our founding philosophy of exceptional, personalized service, customized solutions, and care for our patients' health and well-being. We are looking for team members that share our Core Values:

  • Stewardship
  • Innovation
  • Synergy
  • Customer Service
  • Commitment to Quality


Position Summary

The Call Center Representative is the primary point of contact between MCSP and the customers who we serve, and they play a vital role in facilitating patients receiving the treatments that they need through our call center system. This role is responsible for making outbound calls to the patients to educate them on the medication their health provider has prescribed and gather the necessary information to complete the prescription process. Additionally, the Call Center Representative will be responsible for inbound calls from those patients with questions on their medications or our process. The position requires an individual who works well both independently and in a team environment and has strong critical thinking skills. Our call center team members currently average 65+ calls a day while working together to monitor the text messages which is approximately 200 Inbound and 500 outbound texts each day. In addition to hourly based pay, there are commission opportunities as well


Qualifications:

  • High school diploma or equivalent
  • One year of previous customer service experience
  • Additional education or previous pharmacy experience is a plus
  • Bi-lingual is a plus
  • Proficient with Microsoft Office (Outlook, PowerPoint and Excel)
  • Employment is contingent upon a drug screening test and background check


Skills and Characteristics:

  • Excellent oral communication skills
  • Strong work ethic
  • High level of professionalism
  • Organized and detail oriented
  • Eagerness to work as a team player


Key Responsibilities (include but not limited to):

  • Initiate telephone, text and email contact with patients to complete prescription orders effectively and efficiently.
  • Answer and process incoming calls and emails in a professional and timely manner.
  • Communicate professionally with patients regarding the use, benefits of, and potential insurance coverage of MCSP’s products.
  • Provide patient education as needed on MCSP’s products, shipping times, and insurance billing processes.
  • Ability to adapt to fast paced environment
  • Recognizes priority situations and understands when to notify appropriate parties
  • Maintain accurate records and provide detailed, professional notes in patient files.
  • Operate independently in MCSP’s prescription fulfillment system to complete patient orders with a high degree of accuracy.
  • Dress and interact professionally in an office environment.
  • Follow all company policies and address issues following appropriate chain of command.
  • Assist with new hire training.
  • Assist with any other duties needed to help MCSP fulfill its daily operations, priorities, Mission and Core Values.


Benefits package available including PTO, 401(k) company contributions, and subsidized health insurance


Hours: Full-time employment for 5 days/week (M-F). This includes 8 hour/days and a consistent 40-hour work week.