PRN Call Center Representative - Outpatient Pharmacy

Kansas Health System; Lenexa (KS); On-site; USD 21,000 - 26,000; Full time

Benefits offered by this job

Tuition reimbursement

Employee Assistance Program

Wellness program

Job summary

The University of Kansas Health System is seeking a PRN Call Center Representative for the Outpatient Pharmacy. The role supports a patient-centered environment by delivering courteous, professional customer service and handling prescription-related communications.

Responsibilities include handling high-volume calls, scheduling refills, and ensuring HIPAA compliance while coordinating with pharmacists and healthcare teams. Excellent communication is essential.

Qualifications

• High School Graduate or GED.
• 2+ years experience in a customer service call center, call center or high-volume Retail Pharmacy setting handling customer calls.
• Experience utilizing Call Center Software to answer, transfer, page and email.
• Exceptional communication and phone skills; ability to handle multiple calls and tasks while providing excellent customer service.

Responsibilities

• Assists with operations of the Retail Pharmacy Communication Hub.
• Provides courteous and professional customer service while maintaining confidentiality.
• Responds to calls and schedules prescription refills; documents outcomes.
• Maintains HIPAA compliance and coordinates with providers as needed.
• Escalates issues to appropriate team members for resolution.

Skills

Customer service

Call center experience

Phone etiquette

English fluency

Education

High School diploma or GED

Tools

Call center software

Job description

PRN Call Center Representative - Outpatient Pharmacy

Our nurses are leaders and decision makers, working closely with physicians to provide the best care and most advanced treatments. On our team, you’ll work in an environment of respect and professionalism, and you’ll have the support to advance your nursing career in the direction you choose. Find out more about the wide variety of opportunities for nurses at The University of Kansas Health System.

Responsibilities

Job Summary

Job ID: R-59196

Position Summary / Career Interest:

The Outpatient Pharmacy - Call Center Representative –assists with operations of the Retail Pharmacy Communication Hub for the University of Kansas Health System. This individual supports a patient centered environment by providing courteous and professional customer service. Assists patients, families, and other customers while maintaining confidentiality of patients.

Responsibilities and Essential Job Functions

• Performs ALL duties defined by standard work or other guidelines communicated by leadership under the direct supervision of a pharmacist licensed in the state of Kansas. Works with pharmacy administration to comply with state and federal laws.
• Demonstrates strong telephone and written communication and etiquette skills.
• Works in a fast paced, call center environment with timely, professional, and courteous response to incoming calls. Completes outbound calls to customers in a professional and courteous manner and within appropriate time frames for planned follow up. Maintains service levels (speed of answer, abandonment rate, hold times, and call time) to achieve department service level goals.
• Demonstrates a high level of commitment, compassion, and customer service to all customers and team members.
• Maintains compliance with HIPAA policies and regulations.
• Assists patients, nurses and health care providers with timely and accurate communication regarding the status of a patient’s medications and related issues.
• Actively listens and operates computer systems to accurately obtain necessary demographic information and ensure appropriate and accurate billing.
• Contacts patients in a timely manner using their established communication preferences (phone, email, online form, text, fax & EHR) to schedule prescription refills. Accurately documents outbound call status and follow up plan as applicable in computer systems to ensure timely and accurate processing of refills.
• Completes callbacks, provides follow-up materials, generates faxes and electronic messages with accuracy and attention to detail.
• Uses a courteous and professional customer-focused approach while interacting directly or on the telephone with customers. Uses customer service and critical thinking skills to solve problems for all customers and understands when a problem needs to be escalated to the appropriate team member for resolution: pharmacy technician, pharmacist, supervisor or administrator as appropriate.
• Participates in organizational and departmental performance improvement efforts and facilitating effective communication relative to these initiatives. Maintains a plan for personal development and completion of competency validation records. Participates in goal setting, ongoing development, and goals of team.
• Actively participates in continuous process improvement. If applicable, participation in the quality management program is expected with the goal of improving services by monitoring processes, analyzing data, implementing interventions to improve and evaluating the effectiveness of those interventions. Responsibilities may include working to establish and maintain long and short term goals for the Quality Management Program; monitoring and documenting Quality Improvement Projects (QIPs) for progress in meeting QI goals; and providing guidance and education to staff on Quality Management priorities and projects. If applicable, as part of the program, the staff will uphold the quality of the Patient Management Program to include the development and reassessment of the program.
• Other duties may be assigned as required.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate or GED.
• 2 or more years Experience in a customer service call center, call center or high volume Retail Pharmacy setting handling customer calls.
• Experience utilizing Call Center Software to answer, transfer, page and email.
• Exceptional communication and phone skills. Ability to handle multiple calls and/or tasks while providing excellent customer service.
• Experience talking, typing and actively listening simultaneously while utilizing multiple software systems to achieve first call resolution.

Preferred Education and Experience

• Associates Degree Communication, business or health care administration
• Bachelors Degree Communication, business or health care administration

Required Language Skills

• Fluent English - Read, write and speak english.

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.

The main reason I love coming to work is because of the amazing team. We promote a nursing culture that encourages kindness and teamwork, and I absolutely love that about our hospital. – Riley Ferree, RN

Our robust medical, dental and vision package allows you to choose options that are best for your family. We offer life, disability, and accident insurance plus voluntary offerings such as critical illness insurance and identity theft protection.

Giving back

In addition to the quality healthcare we provide, we have opportunities to serve externally in our community in activities throughout the year.

Team-based culture

At the health system, we are a team. If you are highly skilled and motivated but don’t want to work in an “everyone for themselves” culture like many academic institutions have, this is your place.

Support and Resources

We have a comprehensive wellness program with resources to support your physical, mental, and emotional health. Our new Employee Assistance Program (EAP) includes free counseling sessions and legal advice options.

Tuition Reimbursement

We offer tuition reimbursement for formal education credits.

401(a)

We offer a retirement savings plan with an employer contribute.

Success Profile

What makes a successful Nurse at The University of Kansas Health System? Review the traits we’re looking for and see if you have the right combination.

• Acccountable to Team
• Takes Initiative
• Possesses Integrity
• Desire to Grow & Develop

Our Culture

• Work with a team that supports you, in a place where you will feel you belong and will make a difference. We empower staff to put the patient first in all things – even beyond clinical care. We value people.
• Driven to serve: Every employee makes an impact, regardless of your role – no matter if you’re in scheduling, facilities or clinical staff. We know that each step of the process ultimately impacts the patient.
• Our leadership is approachable, open-minded, and adaptable to challenges in healthcare.
• We demonstrate values proudly and consistently. Values such as diversity and inclusion are important to our staff; there is a desire to see this reflected by the health system internally and externally.
• Even though we are a large organization, our employees feel the health system’s resources, culture and commitment to quality allow them to provide exceptional care for patients.
• Our health system welcomes patients and cases that other hospitals cannot. This represents our commitment to care and our passion to challenge ourselves and be the best.
• We are a true healthcare leader in the region, rooted in experience and excellence.
• We offer unique opportunities for professional development, as well as convenient pathways for onsite continuing education among healthcare professionals and staff – from GED to CEUs.
• We make a difference in our communities by improving the health and lives of our patients.
• We also support our communities through Health System Employees Reaching Out events.