Overview
Scope of Responsibilities: Works under general supervision. Follows standard procedures to accomplish assigned tasks. May assist in orienting and training employees.
Job Summary: Entry Level Position. Works under direct supervision following the protocols and procedures for assessing, categorizing, and prioritizing incoming customer/patient inquiries to direct them to the appropriate resources or personnel for resolution. This role is crucial to managing call volume, ensuring efficient service delivery, and improving patient satisfaction.
Responsibilities
Help Desk phone coverage for incoming calls, outbound calls and directing incoming calls to appropriate staff members
Manage and assist with prescription processing as needed, when not taking patient inbound calls
Responsible for quickly and efficiently evaluating the nature, urgency, and complexity of patient calls
Directing calls to the correct department, team, or individual based on the assessed patient needs
Provides resolution to customer service issues to ensure member satisfaction as needed
Maintain and keep reasonable production as determined by supervisor
May assist in orienting and training new employees
Responsible for completing all mandatory and regulatory training programs
Perform other duties as assigned Qualifications
Job Skill Requirements:
Exceptional phone and listening skills.
Exceptional written and verbal communication skills
Excellent computer and keyboarding skills
Time Management Skills: Prioritizing and managing a high volume of calls while maintaining accuracy
Technical Proficiency: Understanding and utilizing relevant software, databases, and tools
Teamwork and Collaboration: Collaborating effectively with other team members
Empathy and Patience: Demonstrating empathy and patience when dealing with patients, especially during challenging situations
Excellent organizational skills
Educational Requirements:
Minimum: High School Diploma or GED
Preferred: Pharmacy technician or related certification
Experience:
Experience in a customer service-related field
Preferred: 6-12 months’ experience as a pharmacy technician
Required (Mississippi Employees):
