Pharmacy Call Center Specialist - Patient Care

The University of Kansas Health System; Lenexa (KS); On-site; USD 32,000 - 42,000; Full time

Job summary

The University of Kansas Health System is seeking a Call Center Representative for the Retail Pharmacy at the Southlake Campus. The role supports the Outpatient Pharmacy Communications Hub and focuses on courteous, patient-centered service while maintaining HIPAA compliance.

Responsibilities include handling high-volume calls, coordinating with pharmacists and technicians, and documenting interactions to ensure accurate billing and timely processing of refills.

Qualifications

• High school diploma or GED is required.
• 2+ years experience in a high-volume customer service call center or retail pharmacy setting.
• Experience using call center software to manage calls, transfers, pages, and emails.
• Excellent communication and phone skills; able to handle multiple calls and tasks.
• Ability to listen actively while using multiple software systems to achieve first call resolution.

Responsibilities

• Assist with operations of the Retail Pharmacy Communication Hub.
• Provide courteous, professional customer service and maintain patient confidentiality.
• Maintain service levels (speed of answer, abandonment rate, hold times) in call center metrics.
• Communicate with patients, nurses, and providers to relay status of medications.
• Document outbound call status and follow-up plans in computer systems.

Skills

Customer service

Phone etiquette

Communication

Multitasking

Active listening

Education

High School Diploma or GED

Associates Degree (preferred)

Bachelors Degree (preferred)

Tools

Call Center Software

EHR systems

Job description

The University of Kansas Health System is seeking a Call Center Representative for the Retail Pharmacy at the Southlake Campus. The role supports the Outpatient Pharmacy Communications Hub and focuses on courteous, patient-centered service while maintaining HIPAA compliance.

Responsibilities include handling high-volume calls, coordinating with pharmacists and technicians, and documenting interactions to ensure accurate billing and timely processing of refills.