PRN Call Center Representative - Outpatient Pharmacy

The University of Kansas Health System; Southlake (TX); On-site; USD 22,000 - 30,000; Full time

Job summary

The University of Kansas Health System seeks a PRN Call Center Representative for the Outpatient Pharmacy. This role supports the Retail Pharmacy Communication Hub, delivering courteous customer service while maintaining patient confidentiality.

Responsibilities include handling calls, documenting interactions, and coordinating with pharmacists, nurses, and providers to ensure timely medication updates and refill processing. A strong focus on communication and accuracy is required.

Qualifications

• High school diploma or GED is required.
• Experience in a customer service call center or high-volume retail pharmacy setting preferred.
• Experience using call center software to answer, transfer, page, and email.
• Excellent communication and phone skills with ability to handle multiple calls and tasks.

Responsibilities

• Handles inbound/outbound calls in a fast-paced call center to support outpatient pharmacy.
• Maintains HIPAA compliance and patient confidentiality at all times.
• Documents caller information and follow-up plans in the system.
• Escalates complex issues to pharmacists, technicians, or supervisors as needed.
• Shares timely, courteous, accurate information about medication status and refills.

Skills

Customer service

Telephone etiquette

Multitasking

Active listening

Communication skills

Education

High school diploma or GED

Associates degree in communications, business or health care administration

Bachelor's degree in communications, business or health care administration

Tools

Call Center Software

Job description

PRN Call Center Representative - Outpatient Pharmacy

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.

Job Requisition ID:

R-59196

Important information for you to know as you apply:

• The health system is an equal employment opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, veteran status, genetic information, or any other legally-protected status. See also Diversity, Equity & Inclusion.

• The health system provides reasonable accommodations to qualified individuals with disabilities. If you need to request reasonable accommodations for your disability as you navigate the recruitment process, please let our recruiters know by requesting an Accommodation Request form using this link [e-mail].

• Employment with the health system is contingent upon, among other things, agreeing to the health-system-dispute-resolution-program.pdf and signing the agreement to the DRP.