Handle both in-bound and out-bound calls to Patients and Physicians. Explain the advantages to ordering prescription drugs through home delivery (mail) and offer specific pricing, savings and convenience of medications. Offer savings through the use of generics and alternative medications. Document issues and resolutions in multiple databases. Ensure accurate and complete documentation of all contacts (internal/external) to maintain the quality of the Home Delivery process and reduce potential legal concerns. Obtain and process new prescriptions and facilitate the transition of requested medications to Home Delivery. Research and resolve barriers to obtain a new Home Delivery prescription.
Utilizing a consultative approach, explain the advantages of ordering prescription through home delivery (mail) and offer specific pricing, savings, and convenience of medications.
Facilitate the transition of requested medications to home delivery.
Provide a superior level of member advocacy by placing phone calls to prescriber's offices to obtain prescriptions and forward to pharmacy for fulfillment.
Retrieve new prescriptions from prescriber's offices and record approval status.
Manage daily workflow volume.
Evaluate prescription status, determine next steps and systemically record outcome.
Track prescription volume, prepare prescriptions for fill site and maintain prescription files.
Navigate multiple on-line systems to capture as well as interpret basic patient/physician information and document the information into company data systems.
Ensure accurate and complete documentation is entered, into the appropriate systems, of all contacts (internal/external) to maintain the quality of the home delivery process, document HIPAA compliance and reduce potential legal concerns.
Service incoming calls from patients and doctors' offices.
Update conversion requests and provide shipment status to members.
Resolve questions and/or issues that may be preventing shipment of an order.
Uphold quality and productivity standards on all transactions.
Work collaboratively with other MCC representatives and Supervisors to ensure that best practices are shared.
Support and participate on special projects.
High school diploma or GED required.
0-2 years relevant experience.
Be registered or registry eligible through the appropriate state's board of pharmacy (if required by state law) upon hire or transfer. Must have ability to maintain active licensure throughout time in position.
General knowledge of Microsoft Outlook and Internet with the ability to navigate through multiple computer systems simultaneously.
Good verbal and written communication skills.
Articulate in communicating prescription request clearly.
Ability to provide exceptional listening and customer service skills.
Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions.
Demonstrate self-motivation and goal-orientation.
Ability to positively represent ESI's vision and values when interacting with customers and members.
Ability to work a flexible schedule including weekends.
ABOUT THE DEPARTMENT
The Pharmacy Operations Group is crucial to achieving our mission of practicing pharmacy smarter and putting medicine within reach. Members of this team are at the front line every day interacting with patients, strategizing on improvements and efficiencies, and processing the more than one million prescriptions that come through our world-class pharmacies and distribution facilities across the country.
ABOUT EXPRESS SCRIPTS
Advance your career with the company that makes it easier for people to choose better health.
Express Scripts is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes. Join the company that Fortune magazine ranked as one of the "Most Admired Companies" in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services. We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.
Express Scripts is an equal opportunity employer/disability/veteran