Team Lead, Patient Support Services

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Summary

This is a critical position requiring excellent customer interaction skills.  Individual is expected to enhance patient satisfaction with Eagle Pharmacy programs by responding to incoming phone calls and placing outgoing call to patients and physicians as assigned while providing support for our Patient Support Services Representatives.  Problem solving skills are essential. 

Essential Duties and Responsibilities

• Answer inbound phone calls in a prompt, courteous and professional manner ensuring compliance with state and federal regulations
• Ensure answering inbound calls when queues are high. Focus on the smaller call centers first.
• Assist with training and development
• Assists staff with their questions and problems

• Able to clearly identify problem, analyze situation and rectify patient’s concerns using established procedures
• Provide daily / weekly / monthly reporting to Management
• Handle difficulties, obstacles, and challenges by resolving matters in an effective and patient manner
• Provide floor support
• Monitor chat/e-mail questions and assistance in requests   
• Communicate and follow up in a timely manner
• Complete 1:1 Meetings according to directions and timelines set out by management
• Provide support to pharmacy through the completion of tasks including but not limited to: enrollment updates, processing payments and releasing orders, updating patient demographics, and written and verbal communication with pharmacy staff to ensure completion of prescription orders
• Crosstrain in all PSS functionality and display proficiency
• Additional duties as assigned

Knowledge, Skills, and Abilities

• Positive attitude with excellent customer service mindset, working in a way that demonstrates a commitment to incredible service
• Ability to handle multiple activities or interruptions at once
• Ability to perform repetitious work accurately
• Focused team player, who can work in conjunction with pharmacists, pharmacy technicians, other departments, customers, and management
• Work independently with little supervision and meet daily deadlines
• Able to work under pressure; ability to multi-task; strong attention to detail
• Creative problem solver and effective with conflict resolution
• Computer proficiency to navigate required databases and operate in required software packages
• Excellent communication skills, both written and verbal
• Strong interpersonal skills
• Interested in working with people with a strong desire to resolve problems
• Ability to work flexible hours as needed
• Ability to sit at computer using phone and headset for length of shift (with breaks and lunch away from desk)
• Strong skills in the use of good judgement and best practices

Education and Experience

• This position requires a high school diploma or equivalent. Having post high school or specialized training is a plus.
• Candidates should have six months of call center experience and six months of administrative duties experience.
• Candidates with pharmacy or medical experience are desired.
• Candidates must be familiar with Microsoft Word, Excel and Outlook.
• Preferred 6 months PSS experience.

Work Environment / Physical Demands

This position is in a typical office environment which requires prolonged sitting in front of a computer.  Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.  May have occasional high stress when dealing with customers/clients. 

EOE M/F/D/V