Customer Service Representative

Job Title: Customer Service Representative (Job ID: MCKEJP00005533)

Location: 11800 Weston Parkway, Cary, NC 27513

Duration: 4 months contract w/ possibility of extension or conversion to FTE role

Important Notes:

• Perks to the Assignment: Paid training. Most weekends off. Free gym in the building. Most major holidays off without pay. Free lunch once a month.
• Good attendance is important. Strong customer service skills are important.
• Work Schedule: Mon – Fri, 11:30am – 08:00pm.
• Possibility of working remote after initial 10-weeks in office based on performance and attendance. Training is in the building, with no exceptions.
• Availability to work on Saturdays (09:00am – 06:00pm) once every 6-weeks with a weekday off.
• Pay Rate: $20.40/hr.

Description:

• The Customer Service Representative is an important role in the Pharmacy Operations and is responsible for handling inbound and outbound pharmacy calls, scheduling refill deliveries when needed and directing calls to appropriate personnel.
• The ideal candidate is a well-spoken, enthusiastic, and organized person with the ability to provide high level of customer service to our patients, clinicians, and clients.
• Primary resource for inbound telephone calls to minimize workflow interruptions due to non-clinical related customer inquiries, such as general prescription status or financial information.
• Handle inbound and outbound calls to schedule medication delivery and payment so that accurate information is included in their profile and distribution can successfully send their package in a timely manner.
• Directly responds to customer inquiries when appropriate or routes calls to the appropriate staff to ensure prompt resolution/customer satisfaction. Must be able to show empathy to patients.
• Run medical claims and update concise progress notes to ensure other roles within the workflow are able to quickly assess the status of the referral.
• Provides customer service through manipulation of management information system to answer questions regarding refill needs, providing status of pending/shipped prescriptions, verify insurance information and provide copies of invoices upon request.
• Answer patient questions and concerns during refill scheduling and transfer to the clinical team (pharmacists and nurses) when appropriate.
• Identify and report adverse events (AEs) and product complaints (PCs) to clinicians to ensure patient’s safety.
• Perform other duties as assigned (above tasks may vary slightly depending on the specific team/program requirements.).

Qualifications:

• High School Diploma or GED with minimum of Associate degree preferred.
• Ability to handle feedback well. Ability to show empathy to patients.
• One year or more of call center experience.
• Experience working with management information systems to effectively address customer needs.
• Proficiency in Microsoft applications.
• Excellent verbal and written communications.
• Must be able to show empathy when talking to patients.
• Professional telephone manner.
• Strong attention to detail.
• Customer service experience preferred.
• Medical office experience / knowledge of medical terminology preferred.
• Pharmacy experience is a plus but not required.
• Medical claims experience is a plus but not required.

Job Types: Full-time, Contract

Pay: Up to $20.40 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Shift:

• 8 hour shift

Experience:

• Call Center: 1 year (Required)
• Customer Service: 1 year (Required)
• Microsoft Office: 1 year (Required)

Ability to Commute:

• Cary, NC 27513 (Required)

Work Location: Hybrid remote in Cary, NC 27513

Salary : $20