Call Center Customer Service Representative

Amerit Consulting; Cary (NC); On-site; USD 28,103; Full time

Job summary

A leading healthcare consulting firm seeks a Call Center Customer Service Representative in Cary, NC. The role involves managing inbound and outbound pharmacy calls, handling refill scheduling, and providing exceptional customer service. Responsibilities include answering patient inquiries and ensuring satisfaction. Ideal candidates should have a high school diploma or GED, with preferred experience in call centers and proficiency in Microsoft applications. The job offers a pay rate of $20.40/hr with a shift of 11:30am – 8:00pm, Monday through Friday or Tuesday to Saturday.

Qualifications

• High School Diploma or GED with minimum of associate degree preferred.
• Recent call center experience of one year or more.
• Experience with management information systems.

Responsibilities

• Handle inbound and outbound pharmacy calls.
• Schedule refill deliveries and direct calls to personnel.
• Provide customer service through management information systems.

Skills

Customer service

Communication skills

Empathy

Attention to detail

Call center experience

Proficiency in Microsoft applications

Education

High School Diploma or GED

Associate degree preferred

Job description

Our client, a Global Fortune 50 organization and one of the world’s largest distributors of healthcare systems, medical supplies & pharmaceutical products, seeks a Call Center Customer Service Representative.

Candidate must be authorized to work in USA without requiring sponsorship

Location: Cary, NC 27513

Duration: 3 months contract w/ possibility of extension or conversion to FTE role

Notes:

• Pay Rate: $20.40/hr on W2.
• Work Schedule: Shift is 11:30am – 8:00pm, Monday – Friday or Tuesday - Saturday (Rotating Saturdays once a month with a weekday off).
• Training and the job are on site 9:00am – 6:00pm. The training will be for 3 to 6 weeks – On site.
• Good attendance is very important. This is a temporary to permanent hire position for people who meet metrics and attendance policies.

Description

• The Customer Service Representative is an important role in the Pharmacy Operations and is responsible for handling inbound and outbound pharmacy calls, scheduling refill deliveries when needed and directing calls to appropriate personnel.
• Primary resource for inbound telephone calls to minimize workflow interruptions due to non-clinical related customer inquiries, such as general prescription status or financial information.
• Handle inbound and outbound calls to schedule medication delivery and payment so that accurate information is included in their profile and distribution can successfully send their package in a timely manner.
• Directly responds to customer inquiries when appropriate or routes calls to the appropriate staff to ensure prompt resolution/customer satisfaction. Must be able to show empathy to patients.
• Run medical claims and update concise progress notes to ensure other roles within the workflow can quickly assess the status of the referral.
• Provides customer service through manipulation of management information system to answer questions regarding refill needs, providing status of pending/shipped prescriptions, verify insurance information and provide copies of invoices upon request.
• Answer patient questions and concerns during refill scheduling and transfer to the clinical team (pharmacists and nurses) when appropriate.
• Identify and report adverse events (AEs) and product complaints (PCs) to clinicians to ensure patient’s safety.
• Perform other duties as assigned (above tasks may vary slightly depending on the specific team/program requirements).

Qualifications

• High School Diploma or GED with minimum of associate degree preferred.
• The ideal candidate is a well-spoken, enthusiastic, and organized person with the ability to provide high level of customer service to our patients, clinicians, and clients.
• Recent call center experience. One year or more of call center experience.
• Experience working with management information systems to effectively address customer needs.
• Proficiency in Microsoft applications.
• Excellent verbal and written communications.
• Must be able to show empathy when talking to patients.
• Professional telephone manner.
• Strong attention to detail.
• Customer service experience preferred.
• Medical office experience / knowledge of medical terminology preferred.
• Pharmacy experience is a plus but not required.
• Medical claims experience is a plus but not required.

Company and Equal Employment Opportunity:

Amerit Consulting is an equal opportunity employer. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Applicants with criminal histories are considered in a manner that is consistent with local, state and federal laws.