What are the responsibilities and job description for the Kroger Pharmacy Data Entry Technician (Closed Door Pharmacy/Office Position) position at Kroger Health & Wellness?
Answer patient inquiries through telephone calls and / or e-mail, problem-solve with patients and enter data into Pharmacy applications and vendor platforms. Serve as the initial point of patient contact, both inbound and outbound related to specific assigned area. Provide support for patient escalation and serve as a mentor for the Patient Services Technician role. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety. Minimum
High School Diploma or GED
Ability to type 35-40 words per minute
State Registered / Licensed Technician or Nationally Certified Technician
Ability to pass FBI / BCI background check
Ability to maintain composure during stressful situations
Strong attention to detail
Ability to work both independently and as a team
Ability to organize and prioritize a variety of tasks / projects
Strong written and oral communication skills with the ability to effectively communicate with customers
Intermediate Microsoft Office skills
Contact Center Experience
Proven customer service background
Desired
Retail experience
Pharmacy experience
Call Center experience- Address patient inquiries received directly through Kroger Health Connect telephone number.
Utilize Pharmacy applications and vendor platforms for data entry and to optimize patient care.
Protect customer information in accordance with state and federal pharmacy laws including HIPAA law and corporation standards
Ensure all tasks are conducted with accuracy and in a Customer 1st manner consistent with company and patient policies.
Resolve and manage difficult customer situations in a professional manner
Achieve and maintain productivity levels consistent with contact center standards
Serve as a liaison between Kroger Health & Wellness and the patient
Problem-solve with a goal of first contact resolution
Follow-up on patient inquires within departmental guidelines.
Collaborate on multi-level communication with patient, pharmacy, provider and insurance to deliver comprehensive care
Assist with the training and development of Kroger Health Connect team members
Provide feedback and assistance with new program development
Perform select advanced level functions under the direction of a Patient Service Specialist
Serve as a backup Patient Service Specialist and assist with the Resource line as needed
Maintain contact with store personnel as needed
Maintain flexibility to work weekends, evenings, and holidays as part of a standard work schedule
Must be able to perform the essential job functions of this position with or without reasonable accommodation
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