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Patient Support Services Representative

2 months ago

Lakeland, Florida, United States Virtual Employee Full time
About the Job

**Job Title:** Patient Support Services Representative

**Job Summary:** We are seeking a highly skilled and customer-focused Patient Support Services Representative to join our team at Virtual Employee. As a Patient Support Services Representative, you will play a critical role in enhancing patient satisfaction with our pharmacy programs by responding to incoming phone calls and placing outgoing calls to patients and physicians as assigned.

**Key Responsibilities:**

  • Answer Inbound Calls: Respond to incoming phone calls in a prompt, courteous, and professional manner, ensuring compliance with state and federal regulations.
  • Provide First Call Resolution: Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient's satisfaction.
  • Contact Patients: Contact patients through outbound calls to assist in the processing of prescription medications in line with state and federal regulations.
  • Support Pharmacy Operations: Provide support to pharmacy operations through the completion of tasks, including but not limited to enrollment updates, processing payments and releasing orders, updating patient demographics, and written and oral communication with pharmacy staff to ensure completion of prescription orders.
  • Compile and Maintain Reporting Requirements: Compile and maintain reporting requirements as requested by the business.
  • Handle Difficult Situations: Handle difficult people and problems professionally.

**Required Skills:**

  • Positive Attitude and Excellent Customer Service Mindset: Demonstrate a commitment to providing incredible service to patients and customers.
  • Ability to Handle Multiple Activities: Ability to handle multiple activities or interruptions at once.
  • Accuracy and Attention to Detail: Ability to perform repetitious work accurately and maintain attention to detail.
  • Computer Proficiency: Computer proficiency to navigate required databases and operate in required software packages.
  • Excellent Communication Skills: Excellent communication skills, both written and oral, with strong interpersonal skills.
  • Problem-Solving and Conflict Resolution: Creative problem solver and effective at conflict resolution.
  • Flexibility and Adaptability: Ability to work flexible hours as needed and adapt to changing situations.

**Education and Experience:**

  • High School Diploma or Equivalent: High school diploma or equivalent required.
  • Post-High School or Specialized Training: Post-high school or specialized training a plus.
  • Pharmacy or Medical Experience: Pharmacy or medical experience desired.
  • Call Center Experience: 6 months minimum of call center experience.
  • Administrative Experience: 6 months minimum of administrative duties.