Job Title: Patient Care Representative Department: Mail Operations
Reports to: Supervisor, Call Center Effective: January 2024
Job Summary
The Patient Care Representative provides outstanding patient service to our mail order patients related to their prescriptions. These can include but are not limited to refill requests, shipment status, billing issues, demographic payment & invoice questions. Works under general supervision, relying upon instructions, work process guidelines, policies & procedures to perform the job. The extent of supervision ranges from close to moderate based upon demonstrated skill and performance. Works under the supervision of pharmacists to assist in the preparation of prescriptions for shipment to the patient.
Job Duties & Responsibilities
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Assisting patients with various issues including but not limited to medication refill requests, answering prescription questions, shipment status, billing issues, and updating patient information.
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Show a positive image of Birdi by promptly responding to patient phone inquiries and determining the appropriate actions to resolve issues, gathering and providing information and assistance.
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Deliver service that meets or exceeds department performance standards for Average Hold Time, Abandonment Rate, Talk Time, Quality, Adherence, and One-touch Resolution.
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Answers phones and responds to patient questions and requests that do not require a pharmacist. Assist patients by answering simple questions, locating information required to answer questions and referring them to the pharmacist for clinical information.
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Follow up with callers as appropriate to ensure patient satisfaction and timely response to requests. Help upset patients by listening to issues, calming the patient, and providing positive solutions to resolve concerns.
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Identify opportunities and make recommendations to supervisor for improvement of processes, operating systems, training programs, reference materials, and quality initiatives that enhance the patient’s experience.
Required Skills/Abilities:
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Proficient in MS Windows Office programs, including MS Word, Excel, and Outlook Ability to perform basic mathematics skills such as add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals, compute rate, ratio, and percent.
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Must be able to communicate effectively with customers, co-workers and other team members.
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Ability to read, write and comprehend simple instructions, short correspondence, and memos.
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Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
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Excellent verbal and written communication skills.
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Excellent interpersonal and customer service skills.
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Excellent time management skills with a proven ability to meet deadlines, prioritize work and work independently.
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Strong analytical and problem-solving skills.
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Ability to function well in a high-paced and at times stressful environment.
Education and Experience:
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High School Diploma required. Undergraduate degree desired or equivalent work experience.
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Current Pharmacy Technician with National Certification and state licensing or current trainee a plus.
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At least 2 years in Pharmacy setting. Prior experience in Retail, Mail Order of Specialty Pharmacy, PBM, pharmaceutical or managed health care industry preferred.
Physical Requirements:
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Prolonged periods of sitting, standing, walking, and working on a computer.
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Ability to bend, reach, stoop, kneel.
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Ability to utilize visual acuity to operate equipment and read technical information.
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Must be able to lift up to 15 pounds at times.