Overview
Scope of Responsibilities: Works under general supervision. Follows standard procedures to accomplish assigned tasks. May assist in orienting and training employees.
Job Summary: Entry Level Position. Works under direct supervision following the protocols and procedures for assessing, categorizing, and prioritizing incoming customer/patient inquiries to direct them to the appropriate resources or personnel for resolution. This role is crucial to managing call volume, ensuring efficient service delivery, and improving patient satisfaction.
Responsibilities
- Help Desk phone coverage for incoming calls, outbound calls and directing incoming calls to appropriate staff members
- Manage and assist with prescription processing as needed, when not taking patient inbound calls
- Responsible for quickly and efficiently evaluating the nature, urgency, and complexity of patient calls
- Directing calls to the correct department, team, or individual based on the assessed patient needs
- Provides resolution to customer service issues to ensure member satisfaction as needed
- Maintain and keep reasonable production as determined by supervisor
- May assist in orienting and training new employees
- Responsible for completing all mandatory and regulatory training programs
- Perform other duties as assigned
Qualifications
Job Skill Requirements:
- Exceptional phone and listening skills.
- Exceptional written and verbal communication skills
- Excellent computer and keyboarding skills
- Time Management Skills: Prioritizing and managing a high volume of calls while maintaining accuracy
- Technical Proficiency: Understanding and utilizing relevant software, databases, and tools
- Teamwork and Collaboration: Collaborating effectively with other team members
- Empathy and Patience: Demonstrating empathy and patience when dealing with patients, especially during challenging situations
- Excellent organizational skills
Educational Requirements:
- Minimum: High School Diploma or GED
- Preferred: Pharmacy technician or related certification
Experience:
- Experience in a customer service-related field
- Preferred: 6-12 months’ experience as a pharmacy technician
Required (Mississippi Employees):
- Registered with the State of Mississippi as a Pharmacy Technician
