Call Center Customer Service Representative

About This Role

Handle inbound and outbound pharmacy calls, schedule refill deliveries, and address customer inquiries for a global Fortune 50 healthcare company. This role is crucial for minimizing workflow interruptions and ensuring timely prescription services and customer satisfaction.

Responsibilities

• Handle inbound and outbound pharmacy calls and schedule refill deliveries
• Direct calls to appropriate personnel to minimize workflow interruptions
• Respond to customer inquiries regarding prescription status and financial information
• Schedule medication delivery and payment, ensuring accurate profile information
• Route calls to appropriate staff to ensure prompt resolution and customer satisfaction
• Run medical claims and update concise progress notes
• Provide customer service using management information systems to answer questions about refills, prescription status, and insurance
• Answer patient questions and concerns during refill scheduling, transferring to clinical team as needed
• Identify and report adverse events (AEs) and product complaints (PCs) to clinicians

Requirements

• High School Diploma or GED
• Recent call center experience
• Experience working with management information systems
• Proficiency in Microsoft applications
• Excellent verbal and written communications
• Ability to show empathy to patients
• Professional telephone manner
• Strong attention to detail

Qualifications

• High School Diploma or GED with minimum of associate degree preferred
• One year or more of recent call center experience

Nice to Have

• Associate degree
• Medical office experience / knowledge of medical terminology
• Pharmacy experience
• Medical claims experience

Skills

* Required skills