Patient Care Intake Representative - Remote

Job Title

Entry Level Position

Job Description

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

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

Minimum: High School Diploma or GED

Preferred: Pharmacy technician or related certification

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