Patient Support Specialist (Temp) – Pharmacy Services

Dover; United States; Hybrid; USD 21,000 - 23,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Retirement plan options

Paid time off

Paid parental leave

Employee assistance programs

Other perks

Performance bonuses

Job summary

CareTria is seeking a temporary Customer Service Representative to interact with patients by phone, enroll them in programs, process orders, and support billing and demographics updates. You will be the primary contact for enrollment, order status, and program inquiries, with a focus on satisfaction and compliance.

The role requires 6 months of call center experience, basic MS Office skills, and the ability to work independently with accuracy.

Qualifications

• High School Diploma or equivalent required; post-high school training a plus.
• Pharmacy or medical experience is desired.
• Minimum 6 months of call center experience.
• Minimum 6 months of administrative duties.
• Familiar with Microsoft Word, Excel, and Outlook.

Responsibilities

• Answer inbound calls promptly and courteously, complying with regulations.
• Provide first call resolution or triage when needed.
• Make outbound calls to patients to assist in processing prescriptions.
• Assist with enrollment updates, payments, releasing orders, and updating demographics.
• Compile and maintain reporting as requested by the business.
• Handle difficult situations professionally.
• Complete other tasks as assigned by management.
• Support various operations areas such as Receiving, Kitting, Shipping, and DEA.

Skills

Customer service

Phone etiquette

Multitasking

Typing speed

Team collaboration

Independent work

Communication

Education

High School Diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Please Note: This is a TEMPORARY Position

This is a critical position requiring excellent customer interaction skills. Individual is expected to enhance patient satisfaction with Eagle Pharmacy programs by responding to incoming phone calls, and placing outgoing call to patients and physicians as assigned. Problem solving skills are essential. Individuals in this position will be the primary point of contact for patients calling to enroll in Eagle Pharmacy programs, placing orders/ refills, checking on the status of an order and inquiring about program offerings; often times the single point of contact for our patients.

KEY RESPONSIBILITIES:

• Answer inbound phone calls in a prompt, courteous and professional manner ensuring compliance with state and federal regulations.

• Provide first call resolution where possible. Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient’s satisfaction.

• Contact patients through outbound calls to assist in the processing of prescription medications in line with state and federal regulations.

• Provide support to pharmacy through the completion of tasks including but not limited to enrollment updates, processing payments and releasing orders, updating patient demographics, written and oral communication with pharmacy staff to ensure completion of prescription orders.

• Compile and maintain reporting requirements as requested by the business.

• Handle difficult people and problems professionally.

• Accurately completing other tasks as assigned by management.

• Can be expected to work within various areas of Operations and Distributions such as: Receiving, assorted pick modules, Kitting, Shipping, Returns, refrigerated space, DEA, and Small Order Distribution (SOD).

• Expected to assist with the training of new employees.

• Perform other assigned tasks as directed by management.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• Education/Training: High School Diploma or equivalent required. Post High School or Specialized Training a plus.

Business Experience:

• Pharmacy or medical experience is desired.

• 6 months minimum of call center experience.

• 6 months minimum of administrative duties

• Familiar with Microsoft Word, Excel, and OutlooK

KNOWLEDGE, SKILLS & ABILITIES:

• Positive attitude with excellent customer service mindset, working in a way that demonstrates a commitment to Incredible Service.

• Ability to handle multiple activities or interruptions at once.

• Ability to perform repetitious work accurately.

• Ability to type 50 words per minute.

• Focused team player, who can work in conjunction with pharmacists, pharmacy technicians, other departments, customers, and management.

• Work independently with little supervision and meet daily deadlines.

• Computer proficiency to navigate required databases and operate in required software packages.

• Excellent communication skills, both written and oral. Strong interpersonal skills.

• Interested in working with people with a strong desire to resolve problems.

• Able to work under pressure.

• Strong attention to detail.

• Creative problem solver and effective at conflict resolution.

• Ability to work flexible hours as needed.

• Ability to sit at computer using phone and headset for length of shift with breaks and lunch away from desk assigned per length of given shift

WORK ENVIRONMENT/ PHYSICAL DEMANDS:

This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The expected base pay range for this position is $15-17 per hour. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.

CareTria is an Equal Opportunity Employer.