What are the responsibilities and job description for the Pharmacy Customer Support Representative position at Pharmacy Solutions Group?
Pharmacy Solutions Group - Ohio -
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
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