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Customer Service Representative

2 months ago

Plano, Texas, United States CSI Pharmacy Full time
Job Description

Job Summary

Csi Pharmacy's Referral Coordinators are customer service representatives who serve as the primary point of contact for new referrals. As a Referral Coordinator, you will be responsible for contacting each new referral, coordinating and managing all aspects of the patient onboarding process, and ensuring a seamless transition to our pharmacy services.

Key Responsibilities

  • Initial patient intake and evaluation to identify potential issues and ensure accurate diagnosis and clinical data.
  • Provide timely and professional responses to patient inquiries via phone and/or email, adhering to service and quality standards.
  • Manage inbound and outbound calls to patients and medical offices regarding medication orders, pharmacy services, and other inquiries.
  • Coordinate patient care by scheduling orders, communicating information to patients, assessing supply needs, verifying patient and payment information, and notifying pharmacists of issues or changes in patient condition.
  • Routinely conduct patient chart audits to ensure accuracy and completeness.
  • Provide accurate information or direct calls to the appropriate team member or department while maintaining a high level of professionalism.
  • Ensure patient relations are maintained, and patient concerns and complaints are resolved fairly and effectively.
  • Perform additional duties as assigned, including but not limited to drug shipment notifications and Adverse Drug Event Reports.
  • Complete other stages of the order process as assigned, including but not limited to scanning prescriptions, Pre-QA, Intake Prep, and work issues.
  • Document information received from calls and notify the appropriate party or system of any urgent orders, shipping-related issues, or errors.

Qualification Requirements

  • Pharmacy Technician License Preferred
  • Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluating customer satisfaction.
  • Basic level skill in Microsoft Excel (for example, opening a workbook, inserting a row, selecting font style and size, formatting cells, and other general skills used to effectively utilize Excel as a tool.)
  • Basic level skill in Microsoft Word (for example: opening a document, cutting, pasting and aligning text, editing font, changing margins and column width, sorting, inserting bullets and other organizational items.)
  • Experience entering data into databases.
  • Basic keyboarding skills, operating with minimal errors.
  • Basic Internet skills to include utilizing all basic functions of a computer and browsing capabilities.
  • Willingness to work overtime, including evenings, weekends, and/or hours outside of normal business hours.

Education and/or Experience

  • Pharmacy Technician License Preferred
  • At least 1 year of experience in a call center setting
  • At least 1 year of experience in a home healthcare or pharmacy