Customer Service Representative

3 days ago

Aurora Colorado, United States QNS Recruiting Full time

Job Summary:

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at QNS Recruiting. As a Customer Service Representative, you will be responsible for providing exceptional customer service to internal and external customers, resolving issues, and ensuring high customer satisfaction.

Key Responsibilities:

  • Triage fax queue and assign to appropriate folder after verifying all pertinent information is contained on the document.
  • Effectively manage large amounts of incoming calls from internal and external customers, triage issues/questions, and direct to appropriate areas if unable to resolve/answer.
  • Make outbound calls to facilities, courier service, and backup pharmacies as needed and as requested by pharmacists or management team.
  • Document all call information that requires action by team member, record details of actions taken, and any additional comments or complaints made by caller.
  • Organize workflow to meet internal and external needs, with calls and STATs taking priority.
  • Identify and escalate priority issues to Pharmacist-in-Charge and/or appropriate department manager.
  • Create a profile for new admissions after verifying that the resident profile does not currently exist for a readmission.
  • Discharge Meds, organizing workflow to ensure that discharge summary is faxed to facility in a timely manner.
  • Run Refill Authorization request reports for personal care/assisted living facilities and Meds2Home program customers and fax to appropriate facility or practitioner for renewal prescriptions.
  • Assist staff pharmacists with Emergency CII Verbal follow-up phone calls and faxes.
  • Sort and scan Inspector Reel Sheets to FrameworkLTC ECM (document folder).

Requirements:

  • 6 months pharmacy or medical experience preferred.
  • Ability to obtain pharmacy technician licensure, certification, or state equivalent in the pharmacy's domicile state, if required by the local Board of Pharmacy.
  • High School Diploma or equivalent required.
  • Customer orientation and ability to adapt/respond to different types of calls.
  • Proven customer support experience – passion for excellence with respect to treating and caring for customers.
  • Strong attention to details – interested in preventing errors and solving problems.
  • Strong phone contact handling and active listening skills.
  • Strong work ethic and team player mindset.
  • Experience using word processing, spreadsheet, database, internet, and e-mail, pharmacy information systems required.

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