Customer Service Representative

Job Description

Job Description

Parkview Health continues to grow and we are looking to add an evening shift Customer Service Representative to our team! The shift will be 2pm - 10pm Monday to Friday, with rotating Saturdays.

Position Summary

The Customer Service Representative responds to incoming calls and makes routine outbound calls to assist patients, clients, and prescribers’ offices with new and recurring prescription orders and address related questions and concerns, working within the limits of established routines. 

 

Primary Responsibilities

• Work closely with staff at facilities, clients, patients, and doctors’ offices to assist them with issues regarding prescriptions filled by Parkview Health Services. 
• Respond to incoming calls from facilities, clients, patients, and prescribers’ offices to process new and refill medication orders to ensure continuity and maintenance of therapy.
• Collect medical information to be used to fill prescriptions, troubleshoot issues, identify problems, and coordinate billing of medications. 
• Ensure that callers’ needs are met, address questions and concerns, and escalate issues involving complex clinical matters to the clinical team as appropriate.
• Facilitate communication between internal team and external customers to support patients’ therapy compliance through transmittal of status updates, template letters, and other similar actions designed to maintain effective and efficient response and superior service quality. 
• Access records in pharmacy system to identify and follow up on customer needs, maintaining attention to details and avoid delays or interruptions in therapy. 
• Document case activity, communications, and correspondence in pharmacy system to ensure completeness and accuracy of patient contact records.
• Ensure that work activities are conducted in compliance with regulatory requirements and the organization’s defined standards and procedures, and in a manner that provides the best available level of service and quality. Adhere to HIPAA, Fraud Waste and Abuse, and other required healthcare and pharmacy regulations.
• Perform other related duties as assigned. 

Key Skills

• Superior telephone customer service and relationship building skills. 
• Strong problem-solving skills with an ability to prioritize and multi-task. 
• Demonstrated strength in listening, understanding, clear speaking (oral) and written communications in English.
• Ability to communicate with customers while navigating through a variety of technical platforms and systems. 

 

Education/Experience Requirements 

• High School Diploma or equivalent required.
• Minimum of one year’s experience providing high quality telephonic customer service. 
• Minimum of one year Pharmacy experience preferred.