Patient Support Services Senior Representative

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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

KEY RESPONSIBILITIES:

• Answer inbound phone calls in a prompt, courteous and professional manner ensuring compliance with state and federal regulations
• Assists staff with their questions and problems

• Able to clearly identify problem, analyze situation and rectify patient’s concerns using established procedures
• Handle difficult people and problems by resolving matters in an effective and timely manner
• Provide floor support
• Monitoring queues to ensure timely completion
• Assist with one-on-one training with new representatives as needed
• Complete History Reports

MINIMUM JOB REQUIREMENTS:

• 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 proficient with Microsoft Word, Excel and Outlook.

KNOWLEDGE, SKILLS & 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 at conflict resolution
• Computer proficiency to navigate required databases and operate in required software packages
• Excellent communication skills, both written and oral
• 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 assigned per length of given shift

PHYSICAL REQUIREMENTS:

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. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knipper and Eagle Pharmacy are equal opportunity employers.