Customer Service Representative

7 days ago

GondrecourtleChâteau, Grand Est, United States Astrup Companies Full time
Customer Service Representative Job Description

Sterling Specialty Pharmacy, a part of Astrup Companies, is seeking a Customer Service Representative to join our team. As a Customer Service Representative, you will provide exceptional customer service to patients and providers by scheduling deliveries, setting up delivery methods, and discussing delivery schedules and refill procedures.

Key Responsibilities:
  • Provide customer service to internal and external customers by making and receiving inbound and outbound calls for delivery of medications.
  • Comply with HIPAA standards for inbound and outbound calls.
  • Review all notes prior to delivery confirmation, communicating with patients and caregivers, and/or physician offices, insurance investigations, and patient responsibilities.
  • Confirm form of payment information (credit card, debit card, etc.) and charge credit cards/debit cards as needed for Major Medical and Self-Pay patients.
  • Schedule deliveries of medication in a timely manner to ensure compliance with patient treatment plans.
  • Document all necessary information in the appropriate system, including correct ship dates and delivery addresses.
  • Review information for accuracy, including addresses, medication shipping, authorization on file, and collection of patient co-pays.
  • Notify clinical staff of any patient side effects and/or requests from patients and caregivers.
  • Provide status updates to physician offices when necessary.
  • Track packages with delivery service tools to ensure timely delivery and stability of medication.
  • Solve issues that arise in a timely manner, documenting all relevant information on patient records.
  • Serve as a liaison between other departments within the company and patients.
  • Participate in quality program initiatives and improvement activities.
  • Comply with all regulatory requirements, including HIPAA/HITECH.
  • Communicate effectively, in person, over the phone, and in writing.
  • Maintain a flexible schedule, including early morning, evening, and weekend hours.
  • Manage large work volumes without loss of focus and with a high degree of accuracy.
  • Complete multiple daily work assignments and stay on schedule with all duties and responsibilities.
  • Be dependable in attendance and motivated to demonstrate persistence and overcome obstacles.
Requirements:
  • Possess a thorough knowledge of organizational policies, procedures, and systems.
  • Comply with all Astrup Companies policies and procedures.
  • Create a culture of positivity and excitement within the workplace.
  • Develop constructive and cooperative working relationships with other team members, caring for their time, work, and talents.
  • Be able to multitask.
  • Be focused and disciplined.
  • Possess excellent organizational skills, with attention to detail and accuracy.
  • Be self-motivated and able to work well on an independent basis.
  • Display strong customer service skills.
  • Innovate and think outside the box, bringing original ideas to the team/organization.
  • Embrace our Guiding Principles, using them to guide decision-making.
  • Go Beyond.

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