Pharmacy Customer Support Representative

Pharmacy Customer Support Representative

PURPOSE/BELIEF STATEMENT

The primary purpose of the Pharmacy Customer Support Representative is to be a customer facing resource who is attentive, supportive, collaborative, and able to maintain a trusting relationship with the nursing facility Director of Nursing, Executive Director, and nursing staff members serviced by PSG Pharmacy Solutions Group.

QUALIFICATIONS/EXPERIENCE REQUIREMENTS

• Long Term Care (LTC) Pharmacy Experience
• Valid Licensed Pharmacy Technician with National Certification or Registered Nurse
• Demonstrated leadership capabilities with the ability to relate well to staff and other professionals
• Ability to travel daily and overnight
• Ability to be flexible in a fast-paced working environment
• Ability to communicate effectively both verbally and in writing
• Basic Computer knowledge, Framework, ECM, and EMR experience a plus

KNOWLEDGE/SKILLS/ABILITIES

• Work Ethic/Integrity: Must possess drive to excel, coupled with values in line with PSG Pharmacy company philosophy
• Relational: Ability to build trusting relationships with internal pharmacy team and external pharmacy clients.
• Strategy and Planning: Ability to think ahead, to plan and manage time efficiently
• Problem Solving: Ability to analyze and research pharmacy client escalations, and work with the appropriate teams to provide resolution in a timely manner
• Team Player: Ability to work collaboratively with both internal and external pharmacy partners

JOB RESPONSIBILITIES

• Routine, on-site visits with nursing facilities to enhance and create a positive working experience between the customer and pharmacy team.
• Act as a liaison with the pharmacy operations team to provide exceptional pharmacy service to our customers, following up on all service related issues received, through to client resolution.
• Report all relevant information on customer service issues/complaints to immediate supervisor
• Complete all necessary paperwork from onsite visit and send to appropriate team members within 24 hours of site visit.
• Provide excellent customer service by assisting facility staff/customers with medical-related issues and providing healthcare counseling.
• Utilize remote computer access to investigate and troubleshoot problems on-site, looping in the appropriate pharmacy contacts and resources to be able to quickly resolve.  
• Create and foster positive trusting relationships with assigned nursing facilities and become your nursing facilities main “point of contact” for questions, issues, and concerns.
• Be actively involved in teaching and providing re-educational opportunities for your assigned nursing facilities staff on pharmacy procedures and onsite cubex machines.
• Perform medication audits as appropriate.
• Handle and resolve resident issues, complaints and questions as referred by nursing facility staff members.
• Interact with physicians/nurses and be familiar and able to review PCC (Point Click Care) to gain information on/about residents and orders and to resolve any issues that arise.
• Create meeting agendas and lead internal or external related customer service calls as assigned
• General understanding of life cycle of a prescription and related pharmacy dispensing processes.
• Partner with the PSG pharmacy General Managers, pharmacist in charge, VP of Operations to handle any service related as requested
• Perform other duties as assigned.