Patient Care Support Specialist

2 weeks ago

Lakeland, Florida, United States Knipper Full time

Overview

YOUR DEDICATION, ACTIONS & FOCUS are our Strength

Become a Key Contributor

About KnipperHEALTH

Established in 1986, J. Knipper and Company, Inc. along with its affiliates, KnippeRx and Eagle Pharmacy , is committed to delivering services tailored for the pharmaceutical and life sciences sectors. We are currently experiencing a dynamic growth phase driven by our three integrated business units: Third-Party Logistics (3PL), Custom Pharmacy Solutions (CPS), and Marketing Support and Samples Management (MSSM). Our mission is centered on forging partnerships and collaborating with our clients to develop solutions that are strategically crafted, meticulously executed, and informed by market insights and data to ensure optimal returns on our clients' investments, ultimately enhancing the quality of life for individuals.

Our Vision: Create the most efficient pathway between patients and their therapies.

Position Summary:
This pivotal role necessitates exceptional customer interaction abilities. The individual will be responsible for enhancing patient satisfaction through Eagle Pharmacy programs by managing incoming calls and making outbound calls to patients and healthcare providers as needed. Strong problem-solving skills are essential. This position serves as the primary contact for patients enrolling in Eagle Pharmacy programs, placing orders or refills, checking order statuses, and inquiring about program offerings, often acting as the sole point of contact for our patients.

Key Responsibilities

Essential Duties and Responsibilities

• Respond to incoming phone calls promptly, courteously, and professionally, ensuring adherence to state and federal regulations.

• Strive for first call resolution where feasible. Demonstrate the capability to triage or escalate calls when immediate resolution is not achievable to the patient's satisfaction.

• Initiate outbound calls to assist patients in processing prescription medications in compliance with state and federal regulations.

• Support pharmacy operations by completing tasks such as updating enrollments, processing payments, releasing orders, and updating patient information, while maintaining effective communication with pharmacy staff to ensure the fulfillment of prescription orders.

• Compile and maintain reporting requirements as requested by management.

• Manage challenging interactions and issues with professionalism.

• Accurately complete additional tasks as assigned by management.

Qualifications

Required Skills

• Positive demeanor with a strong customer service orientation, demonstrating a commitment to Exceptional Service.

• Ability to manage multiple tasks or interruptions simultaneously.

• Capability to perform repetitive tasks with accuracy.

• Proficient typing skills at a minimum of 50 words per minute.

• Collaborative team player, able to work effectively with pharmacists, pharmacy technicians, other departments, clients, and management.

• Ability to work independently with minimal supervision and meet daily deadlines.

• Proficient in using required databases and software applications.

• Excellent communication skills, both verbal and written, with strong interpersonal abilities.

• Interest in working with individuals and a strong desire to resolve issues.

• Ability to perform under pressure.

• Strong attention to detail.

• Creative problem solver with effective conflict resolution skills.

• Flexibility to work varied hours as necessary.

• Ability to remain seated at a computer using a phone and headset for the duration of the shift, with breaks and lunch as scheduled.

Education:

• High School diploma or equivalent required.

• Additional post-secondary education or specialized training is a plus.

Experience:

• Experience in pharmacy or medical settings is preferred.

• Minimum of 6 months in a call center environment.

• Minimum of 6 months performing administrative duties.

• Familiarity with Microsoft Word, Excel, and Outlook is essential.

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