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Customer Service Representative
2 months ago
The Customer Service Representative (CSR) is the primary point of contact for all patient programs at EVERSANA Company. This role is responsible for providing an exceptional patient experience through telephonic service, triaging documentation, and initiating patient setup.
Key Responsibilities:- Manage Patient Faxes: Upload faxes to the patient database and assign them to the correct care team member.
- Handle Patient Calls: Place outgoing and receive inbound telephone calls as necessary, and route them appropriately. Resolve patient issues without further escalation when possible.
- Confidentiality and HIPAA Compliance: Maintain the confidentiality and integrity of protected health information, adhering to HIPAA security policies and procedures.
- Additional Duties: Perform other duties as assigned by management.
- First Point of Contact: Triage inbound phone calls and provide timely responses.
- Data Entry and Patient Setup: Complete data entry tasks, enter and set up new patients in the database.
- Clerical Duties: Compile new patient packets, mail them out in a timely manner, and perform other clerical tasks such as photocopying, faxing, and filing.
- Special Project Support: Assist with special projects as needed.
- Follow-up and Communication: Assign follow-ups to the appropriate team members and act as a backup to the receptionist.
- Education and Experience: High school diploma or equivalent and 1 year of experience in a related field.
- Administrative Experience: Experience using computer-based applications, such as Microsoft Word, Excel, and PowerPoint.
- Communication and Problem-Solving Skills: Strong communication, problem-solving, and customer service skills.
- Adaptability: Ability to adapt and successfully handle unexpected situations.
- Registration: Ability to obtain registration as a Missouri Pharmacy Technician.
- Customer Service Experience: Experience in customer service, phone, and clerical roles.
This role is largely sedentary, requiring regular sitting and/or standing for long periods (up to 90%). The employee is regularly required to talk or hear, type, and engage in repetitive motion, reach, and grasp. Occasionally, the employee may be required to lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
This role requires mental alertness, with regular communication, concentration, and attention to detail. The employee must frequently adjust to changes, handle stress and emotions, and think analytically.
This job operates in a professional office environment, with moderate noise levels and frequent interruptions. The role routinely uses standard office equipment.
