Call Center Representative

Call Center Representative

The Call Center Representative assists with operations of the Retail Pharmacy Communication Hub for the University of Kansas Health System. This individual supports a patient centered environment by providing courteous and professional customer service. Assists patients, families, and other customers while maintaining confidentiality of patients.

Responsibilities and Essential Job Functions

• Performs ALL duties defined by standard work or other guidelines communicated by leadership under the direct supervision of a pharmacist licensed in the state of Kansas. Works with pharmacy administration to comply with state and federal laws.
• Demonstrates strong telephone and written communication and etiquette skills.
• Works in a fast paced, call center environment with timely, professional, and courteous response to incoming calls. Completes outbound calls to customers in a professional and courteous manner and within appropriate time frames for planned follow up. Maintains service levels (speed of answer, abandonment rate, hold times, and call time) to achieve department service level goals.
• Demonstrates a high level of commitment, compassion, and customer service to all customers and team members.
• Maintains compliance with HIPAA policies and regulations.
• Assists patients, nurses and health care providers with timely and accurate communication regarding the status of a patient's medications and related issues.
• Actively listens and operates computer systems to accurately obtain necessary demographic information and ensure appropriate and accurate billing.
• Contacts patients in a timely manner using their established communication preferences (phone, email, online form, text, fax & EHR) to schedule prescription refills. Accurately documents outbound call status and follow up plan as applicable in computer systems to ensure timely and accurate processing of refills.
• Completes callbacks, provides follow-up materials, generates faxes and electronic messages with accuracy and attention to detail.
• Uses a courteous and professional customer-focused approach while interacting directly or on the telephone with customers. Uses customer service and critical thinking skills to solve problems for all customers and understands when a problem needs to be escalated to the appropriate team member for resolution: pharmacy technician, pharmacist, supervisor or administrator as appropriate.
• Participates in organizational and departmental performance improvement efforts and facilitating effective communication relative to these initiatives. Maintains a plan for personal development and completion of competency validation records. Participates in goal setting, ongoing development, and goals of team.
• Actively participates in continuous process improvement. If applicable, participation in the quality management program is expected with the goal of improving services by monitoring processes, analyzing data, implementing interventions to improve and evaluating the effectiveness of those interventions. Responsibilities may include working to establish and maintain long and short term goals for the Quality Management Program; monitoring and documenting Quality Improvement Projects (QIPs) for progress in meeting QI goals; and providing guidance and education to staff on Quality Management priorities and projects. If applicable, as part of the program, the staff will uphold the quality of the Patient Management Program to include the development and reassessment of the program.
• Other duties may be assigned as required.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate or GED.
• 2 or more years Experience in a customer service call center, call center or high volume Retail Pharmacy setting handling customer calls.
• Experience utilizing Call Center Software to answer, transfer, page, and email.
• Exceptional communication and phone skills. Ability to handle multiple calls and/or tasks while providing excellent customer service.
• Experience talking, typing and actively listening simultaneously while utilizing multiple software systems to achieve first call resolution.

Preferred Education and Experience

• Associates Degree Communication, business or health care administration
• Bachelors Degree Communication, business or health care administration

Required Language Skills

• Fluent English - Read, write and speak English.

Important Information for You to Know as You Apply

• The health system is an equal employment opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, veteran status, genetic information, or any other legally-protected status. See also Diversity, Equity & Inclusion.
• The health system provides reasonable accommodations to qualified individuals with disabilities. If you need to request reasonable accommodations for your disability as you navigate the recruitment process, please let our recruiters know by requesting an Accommodation Request form using this link View email address on click.appcast.io.
• Employment with the health system is contingent upon, among other things, agreeing to the health-system-dispute-resolution-program.pdf and signing the agreement to the DRP.