Company Name: Kroger Specialty Pharmacy
Position Type: Employee
FLSA Status: Non-Exempt
Support the Pharmacy operations by providing a series of routine services required by manufacturers and regulators related to patients' privacy and consent to treatment, working within the limits of prescribed routines. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety.
Essential Job Functions
Respond to incoming calls from current patients and prescribers' offices, as primary representative to ensure continuity and maintenance of therapy while building trusted and enduring customer relationships that yield loyalty
Facilitate communication between internal team, patients and prescribers' offices to support patients' therapy compliance through transmittal of status updates, template letters, etc.Document case activity, communications and correspondence in computer system to ensure completeness and accuracy of patient contact records and also in compliance with regulatory requirements and organization's procedures
Teleconference with patient or patient's provider and conduct the initial adherence call and schedule the delivery of prescription
Explain the benefits of utilizing Kroger Specialty Pharmacy, and coordinate follow up consultation by Pharmacist or Clinical Nurse as necessary
Obtain verbal consent from patients or caregivers
Facilitate patient enrollment with manufacturer Hubs when required
Complete a series of assessments mandated by manufacturer contracts
Advise patients and caregivers of financial obligations and copayments and process and safeguard credit card transactions
Follow appropriate protocol for non-compliant patients, and when discharging patients from service
Perform or assist with any operations, as required to maintain workflow and to meet schedules and quality requirements
Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, and policies
Perform other related duties as assigned
Must be able to perform the essential job functions of this position with or without reasonable accommodation
Minimum Position Qualifications
High School Diploma or GEDAny additional specialized training in general office routines and computer and software operation1 year of telephone high touch, high quality customer service experience involving computer skills preferably in healthcare customer service
Ability to demonstrate excellent oral and written communication skills by showing the ability to speak clearly, effectively, and quickly
Ability to connect with patient/client in a positive and meaningful way to ensure their comfort with the services we are providing
Ability to focus on the customer and adapt conversations and interpersonal skills to fit the communication style of the caller
Ability to communicate clearly, be understood, and have the caller feel you are an advocate for them, willing to go above and beyond for them
Ability to follow protocols and repetitive procedures to ensure compliance by organization
Desired Previous Experience/Education
Pharmacy Technician Certification
Education Level: High School Diploma/ GED Required
Required Certifications/Licenses: None
Position Type: Full-Time
Keywords: customer service, high call volume, copay cards, healthcare, call center, specialty pharmacy
Jobs at Kroger: At Kroger, we hire people who have a passion for helping others and who want to build a relationship with our Customers.
No matter what stage of your career, you can build your future at Kroger. We look for people who want more, aspire to be more and work hard to achieve their goals. Our focus on keeping the Customer first is what makes us successful. We offer many opportunities not only in our stores, but in Manufacturing, Logistics, Marketing, Finance, Human Resources, and many other fields.
Kroger Family of Companies employs nearly half a million associates who serve over 11 million customers daily through a seamless shopping experience under a variety of banner names.
At The Kroger Co., we are Fresh for Everyone and dedicated to our Purpose: To Feed the Human Spirit. We are committed to creating #ZeroHungerZeroWaste communities by 2025. Careers with The Kroger Co. and our family of companies offer competitive wages, flexible schedules, benefits and room for advancement.
Posting Notes: FL || Lake Mary || 3200 Lake Emma Drive || 32746 || Kroger Specialty Pharmacy || None || Call Center; Customer Service; Specialty Pharmacy || Employee || Non-Exempt || Full-Time || None