Kroger Garden Grove , CA 92846
Posted 3 weeks ago
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.
Minimum
High School Diploma or GED
1 year of telephone high touch, high quality customer service experience involving computer skills preferably in healthcare customer service
Any additional specialized training in general office routines and computer and software operation
Ability to demonstrate excellent oral and written communication skills by showing the ability to speak clearly, effectively, and quickly
Ability to follow protocols and repetitive procedures to ensure compliance by organization
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 focus on the customer and adapt conversations and interpersonal skills to fit the communication style of the caller
Ability to connect with patient/client in a positive and meaningful way to ensure their comfort with the services we are providing
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
Kroger