Pharmacy Call Center RepresentativeApopka, FL

Customer Service Call Center Representative

Hospitals, medical centers and facilities need more than physicians, nurses and specialists delivering care to our patients. A truly successful health care organization needs a thoughtful, dedicated, steady and experienced team working behind the scenes to make sure communities around the country receive the health care they need.

If you've also been interested in working in the health care field but aren't a health care provider, a corporate career at AdventHealth may just be the perfect fit. We're a faith-based health care organization headquartered in Altamonte Springs, Florida. As a national leader in quality, safety and patient satisfaction, our 92,000 team members maintain a long tradition of whole-person health by caring for the physical, emotional and spiritual needs of every patient.

Start your journey with a health care career at AdventHealth Corporate.

Every day, our fellow team members show up to work, unified by one shared mission : Extending the Healing Ministry of Jesus Christ. As a faith-based health care organization, our story is one of hope as we strive to heal and restore the body, mind and spirit. Though our facilities are spread across the country, this unwavering belief binds us together. Across every office, exam and patient room, we're committed to providing individualized, holistic care. This is our Christian mission, and it inspires us to help make communities healthier and happier.

The Customer Service Call Center representative performs a wide range of duties to support the members of the AHS Corporate Prescription Plan regarding plan questions and mail-order pharmacy requirements. Duties include answering high volume of phones, extensive data entry, compiling, reconciling and maintaining records and prescriptions for the Pharmacy. Works only under the supervision of a registered Pharmacist and does not perform duties that can only be legally performed by a registered Pharmacist or registered pharmacy technician.

The value you'll bring to the team :

• Maintains confidentiality of patient, employee, medical staff, departmental and administrative information with no infraction
• Exhibits tact and consideration with other staff and customers. Maintains a professional atmosphere in the work area.
• Maintains objectivity and accepts criticism and feedback, using each exchange as a learning opportunity
• Answers phone within 4 rings, does not leave patient on hold more than 5 minutes and offers to call back patient if patient will be left on hold while researching a request
• Meets call center goals as assigned on a monthly basis to achieve appropriate handle ratio, total call volume answered, minimal Not Ready time, etc.
• Understands the prescription plan thoroughly and communicates with customers or physicians offices any questions regarding prescriptions, step therapy / prior authorization processes, price quotes, and high cost generic medications.
• Maintains an awareness of pop-ups and reads and follows through with all necessary actions. Plays a role in maintaining effective records, deleting any old notes that are no longer needed and adding new relevant information to the patients profile to be communicated to the entire staff as necessary.
• Follows guidelines when faxing refill requests and sending electronic requests to physicians offices
• Leaves adequate and understandable notes in the members profile for any issue that needs to be communicated to other staff members
• Collaborates with Pharmacy Bookkeeper and Technicians regarding member follow-up such as credit card rejections, price alerts, etc.
• Registers members and family members, including online registrations, accurately and completely; verifying that all member and dependent information is updated including address, allergy information, phone number, and payment method.
• Researches each prescription follow-up completely by verifying members address, checks shipping date, reviews members profile for any communication notes, provides delivery confirmation information if requested
• Disengages the angered caller and converts a negative communication to a positive and helpful exchange before alerting the Call Center Supervisor for a call back
• Completes work in a timely manner and prioritizes and plans work activities. Demonstrates accuracy and thoroughness with data and manages competing demands
• Communicates with team and supervisor regarding work priorities and provides feedback regarding requests, projects and assignments as appropriate

Qualifications

The expertise and experiences you'll need to succeed :

EDUCATION AND EXPERIENCE REQUIRED :

EDUCATION AND EXPERIENCE PREFERRED :

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

Category : Pharmacy

Organization : AdventHealth Corporate

Schedule : Full-time

Shift : 1 - Day

Req ID : 25039687

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability / handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.