Pharmacy Call Center Representative

Diplomat Pharmacy, Inc. Omaha , NE 68102

Posted 1 week ago

Summary:

The Pharmacy Call Center Representative is the first contact for bothreferrals to the pharmacy and existing patients. As such, representatives should strive to build relationships with customers to increase satisfaction, compliance, and referrals. The Pharmacy Call Center Representative is also responsible for assisting the pharmacists with necessary administrativetasks.

Education/Experience: High school diploma or equivalent is required. One year of customer service experience required. Prior call center experience preferred. Prior experience working in pharmacy or health care setting highly preferred.

Duties and Responsibilities include the following. Other duties may be assigned.

  • Receives inbound calls from members, pharmacists, anddoctors

  • Assists prescriptions through the pharmacyprocess

  • Monitors fax queue and sends fax confirmations

  • Identifies and completes prior authorizations ifnecessary

  • Collects necessary documentation forbilling

  • Performs follow-up outbound calls asneeded

  • Ensures proper reimbursement by 3rdparty

  • Documents all correspondence with patient notes

  • Tracks refills & schedules accordingly with patients to assure timelydelivery

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present informationand respond to questions from groups of managers, clients, customers, and the general public.

Math Ability: Ability to comprehend and apply principles of basic math while analyzing data and generating reports.

Reasoning Ability: Ability to apply principles of logical thinking to a wide range of intellectual and practical problems.

Computer Skills:
To perform this job successfully, an individual should have knowledge of Microsoft products.

Information Security Expectations: While performing the dutiesof this job, the employee is required to abide by Diplomat's information security policies, employee handbook and security and privacy regulatory requirements. Each employee is responsible for the secure and appropriate handling of Diplomat information, information received by customers, other companies and/or externalparties.

Knowledge, Skills and Other Abilities:

  • Time management

  • Oral and written communication skills

  • Professionalism Organization

  • Customer Service

  • Detailed

  • Participate in continuous quality improvementactivities

  • Must possess personal tact, discretion and use soundjudgment

  • Ability to work independently

  • Attention to detail and ability to follow-through on projects and daily responsibilities

  • Demonstrated ability to work effectively with a variety of people andsituations

  • Ability to handle multiple tasks and priorities effectively andefficiently

  • Ability to motivate others and build team cohesiveness

  • Ability to adapt an appropriate leadership style in varyingcircumstances

  • Demonstrated PC skills required with specific software applications required: Word, Excel, Outlook and Power Point

  • Ability to type 30 wpm accurately

  • Participate in continuous quality improvementactivities

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk; sit and use hands. The employee is occasionally required to stand.

Equal Employment Opportunity and Affirmative Action: Diplomat provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Diplomat complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Acknowledgment: This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this role.


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Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present informationand respond to questions from groups of managers, clients, customers, and the general public. Math Ability: Ability to comprehend and apply principles of basic math while analyzing data and generating reports. Reasoning Ability: Ability to apply principles of logical thinking to a wide range of intellectual and practical problems. Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft products. Information Security Expectations: While performing the dutiesof this job, the employee is required to abide by Diplomat's information security policies, employee handbook and security and privacy regulatory requirements. Each employee is responsible for the secure and appropriate handling of Diplomat information, information received by customers, other companies and/or externalparties. Knowledge, Skills and Other Abilities: * Time management * Oral and written communication skills * Professionalism • Organization * Customer Service * Detailed * Participate in continuous quality improvementactivities * Must possess personal tact, discretion and use soundjudgment * Ability to work independently * Attention to detail and ability to follow-through on projects and daily responsibilities * Demonstrated ability to work effectively with a variety of people andsituations * Ability to handle multiple tasks and priorities effectively andefficiently * Ability to motivate others and build team cohesiveness * Ability to adapt an appropriate leadership style in varyingcircumstances * Demonstrated PC skills required with specific software applications required: Word, Excel, Outlook and Power Point * Ability to type 30 wpm accurately * Participate in continuous quality improvementactivities Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk; sit and use hands. The employee is occasionally required to stand. Equal Employment Opportunity and Affirmative Action: Diplomat provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Diplomat complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 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Pharmacy Call Center Representative

Diplomat Pharmacy, Inc.