Patient Advocate

CloudRx Pharmacy Hub; Irving (TX); On-site; USD 36,000 - 52,000; Full time

Job summary

Cloud Rx seeks a Patient Advocate to manage inbound calls and patient chats, assist with inquiries, and accurately enter data to keep records up to date. The role supports seamless transfer of calls to pharmacists and technicians as needed while ensuring HIPAA compliance and high-quality client service.

You will contribute to efficient pharmacy operations by handling patient communications, educating clients on medications, and maintaining meticulous data entry across systems.

Qualifications

• High school diploma or equivalent.
• Proven experience in a pharmacy or similar client service role is an advantage.
• Strong knowledge of pharmaceutical terminology, drug classifications, and common medications.
• Excellent communication skills, both verbal and written, with the ability to convey complex information clearly.
• Proficiency in data entry and computer systems used in pharmacy operations.

Responsibilities

• Inbound Calls Management: Manage inbound calls from clients, healthcare professionals, and stakeholders with courteous and knowledgeable assistance.
• Call Transfer: Transfer complex calls to higher-level technicians or pharmacists for prompt resolution.
• Data Entry: Update patient records accurately, ensuring regulatory compliance.
• Client Service: Deliver exceptional client service and educate clients about medications and usage.
• Compliance: Maintain compliance with pharmacy regulations, policies, and safety protocols.
• KPIs: Monitor inbound call/chat metrics and agent performance.
• Faxes & Cancellations: Handle assigned team faxes and cancellations.
• Other duties as assigned.

Skills

Customer service

Data entry

Pharmaceutical knowledge

Communication skills

HIPAA knowledge

Multitasking

Education

High school diploma

Tools

Pharmacy software

Job description

Position Summary

At Cloud Rx, we are seeking a skilled and detail-oriented Patient Advocate to join our team. As a Patient Advocate, you will be primarily responsible for handling inbound calls, patient chats, assisting clients with their inquiries, and ensuring efficient transfer of calls to appropriate teams when necessary. In addition, you will play a key role in data entry tasks to maintain accurate and up-to-date records. Your exceptional communication skills and strong pharmaceutical knowledge will be critical in providing excellent clients service and contributing to the smooth operation of our pharmacy. At Cloud Rx, we understand that our business thrives when our employees thrive, and it begins with hiring the right Patient Advocate.

Essential Duties and Responsibilities

• Inbound Calls Management: Manage inbound calls from clients, healthcare professionals, and stakeholders, offering courteous and knowledgeable assistance for inquiries and medication-related concerns. Utilize active listening to address needs or direct calls to the appropriate department.
• Call Transfer to appropriate team: Transfer complex calls to higher-level technicians or pharmacists for prompt resolution, ensuring a smooth transition and providing relevant information.
• Data Entry: Perform accurate data entry to update patient records and patient information, ensuring compliance with regulatory requirements.
• Client Service and Support: Deliver exceptional clients service, handling complaints and educating clients about medications and usage.
• Compliance and Safety: Maintain compliance with pharmacy regulations, policies, and safety protocols.
• KPIs Responsibilities; The lead will monitor the number of inbound calls, calculating both the total per day and the total handled by individual agents. Other metrics being measured are the average speed to answer, average handling time, internal transfers, etc. Additionally, the lead will monitor the number of chat responses, calculating both the total per day and the total handled by individual agents. Other metrics being measured are the average speed to answer, average handling time, internal transfers, etc.
• Faxes and cancellations for assigned team.
• Other assigned duties.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High school diploma or equivalent.
• Proven experience in a pharmacy or in a similar client service role is an advantage.
• Strong knowledge of pharmaceutical terminology, drug classifications, and common medications.
• Excellent communication skills, both verbal and written, with the ability to convey complex information in a clear and concise manner.
• Proficiency in data entry and computer systems used in pharmacy operations.

Patient Advocate | 1 May 2025

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Cloud Rx - Patient Advocate

• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Detail-oriented, with a commitment to accuracy and precision in data entry and clients' interactions.
• Understanding of patient privacy and confidentiality standards (HIPAA).
• Willingness to work flexible hours, including weekends or evenings, as needed.

Physical Demands and Work Environment

• Prolonged periods sitting at a desk and working on a computer. Prolonged periods of standing and bending.
• The employee is frequently required to walk; use hands to finger, handle, or feel; and reach forward with hands and arms. The employee is also occasionally required to sit and stoop, kneel, or crouch.
• The employee must occasionally lift and/or move up to thirty pounds