Customer Service Representative

4 weeks ago

Louisville, Kentucky, United States Ingenium Talent Full time
Job Summary

This is a critical position requiring excellent customer interaction skills. As a Customer Service Representative, you will be the primary point of contact for patients calling to enroll in pharmacy programs, place orders/refills, check on the status of an order, and inquire about program offerings. You will work in a fast-paced environment, handling multiple activities or interruptions at once, and providing first-call resolution where possible.

Key Responsibilities
  • Answer inbound phone calls in a prompt, courteous, and professional manner, ensuring compliance with state and federal regulations.
  • Provide first-call resolution where possible, demonstrating the ability to triage or escalate calls when first-call resolution cannot be performed to the patient's satisfaction.
  • Contact patients through outbound calls to assist in the processing of prescription medications in line with state and federal regulations.
  • Provide support to the pharmacy 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 as requested by the business.
  • Handle difficult people and problems professionally.
  • Accurately complete other tasks as assigned by management.
Requirements
  • High School Diploma or equivalent required.
  • Post High School or Specialized Training a plus.
  • Pharmacy or medical experience is desired.
  • 6 months minimum of call center experience.
  • 6 months minimum of administrative duties.
  • Familiar with Microsoft Word, Excel, and Outlook.
Knowledge, Skills & Abilities
  • Positive attitude with excellent customer service mindset, working in a way that demonstrates a commitment to Incredible Service.
  • Ability to handle multiple activities or interruptions at once.
  • Ability to perform repetitious work accurately.
  • Ability to type 50 words per minute.
  • Focused team player, who can work in conjunction with pharmacists, pharmacy technicians, other departments, customers, and management.
  • Work independently with little supervision and meet daily deadlines.
  • Computer proficiency to navigate required databases and operate in required software packages.
  • Excellent communication skills, both written and oral. Strong interpersonal skills.
  • Interested in working with people with a strong desire to resolve problems.
  • Able to work under pressure.
  • Strong attention to detail.
  • Creative problem solver and effective at conflict resolution.
  • Ability to work flexible hours as needed.
  • Ability to sit at a computer using phone and headset for the length of shift with breaks and lunch away from desk assigned per length of a given shift.

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