Healthcare Customer Service Specialist
2 weeks ago
Position Title: Patient Support Services Representative
Reports to: Patient Support Services Supervisor
Overview:
This role is essential for ensuring high levels of patient satisfaction with our services. The representative will manage incoming inquiries and make outbound calls to patients and healthcare providers as needed. Strong problem-solving abilities are crucial for success in this position. The individual will serve as the primary contact for patients seeking to enroll in programs, place orders or refills, check order statuses, and inquire about available services.
Key Responsibilities:
- Respond to incoming calls in a timely, courteous, and professional manner, adhering to all regulatory requirements.
- Strive for first call resolution whenever possible, demonstrating the ability to escalate issues when necessary.
- Initiate outbound calls to assist patients with prescription processing in compliance with relevant regulations.
- Support pharmacy operations by completing tasks such as updating enrollments, processing payments, and communicating with pharmacy staff to ensure order fulfillment.
- Maintain accurate reporting as requested by management.
- Manage challenging interactions with professionalism and composure.
- Complete additional tasks as assigned by supervisors.
- Positive demeanor with a strong commitment to customer service excellence.
- Ability to multitask and manage interruptions effectively.
- Proficient in performing repetitive tasks with accuracy.
- Typing speed of at least 50 words per minute.
- Collaborative team player, capable of working alongside pharmacists, technicians, and other departments.
- Ability to work independently with minimal supervision and meet deadlines.
- Proficient in using necessary software and databases.
- Strong verbal and written communication skills with excellent interpersonal abilities.
- Genuine interest in assisting others and resolving issues.
- Able to perform under pressure.
- Detail-oriented with a focus on accuracy.
- Creative thinker with effective conflict resolution skills.
- Flexible availability to accommodate varying work hours.
- Capability to work at a computer using a phone and headset for extended periods, with scheduled breaks.
- High School diploma or equivalent is required.
- Additional training or certifications are advantageous.
- Experience in pharmacy or healthcare settings is preferred.
- Minimum of 6 months in a call center environment.
- At least 6 months of administrative experience.
- Familiarity with Microsoft Office Suite, including Word, Excel, and Outlook.
This position is typically office-based, requiring prolonged periods of sitting at a computer. It involves manual dexterity for operating standard office equipment and may involve high-stress situations when interacting with clients.
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