Medical Support Assistant (Office Automation)

Pharmacy Customer Service Representative Duties

Answer incoming multi-line pharmacy telephone calls promptly and professionally.

Triage patient inquiries, providing general prescription status updates, pharmacy operating hours, and standard refill procedure information.

Identify urgent or clinical issues and accurately routes calls to staff pharmacists or providers according to established clinic protocols.

Assist patients with navigating the automated prescription refill system.

Input patient requests into pharmacy system adhering to standard operating procedures.

Document patient encounters and phone messages accurately in the electronic health record.

Verify patient demographic and contact information during telephone encounters.

Serve as the primary point of contact for pharmacy customer service, delivering courteous and efficient support to beneficiaries, providers, and clinic staff.

Employ active listening and de-escalation techniques when handling patient concerns or complaints regarding wait times, medication availability, or processing delays.

Direct complex complaints or unresolved issues to the Pharmacy Supervisor.