Pharmacy Customer Service Representative - (Leawood, KS)

AssistRx has engineered the perfect blend of technology and talent (you) to provide life sciences companies with an efficient solution to improve patient uptake, visibility and outcomes. Our talented team members provide therapy and healthcare system expertise to help patients achieve better results from care.

The main responsibility of the Customer Service Representative is to correspond with patients, caregivers and team members. The Customer Service Representative will act as a first point of contact with patients by carefully evaluating and assessing the purpose of the call, prioritizing and triaging if indicated.  The Customer Service Representative will also prepare shipping materials and documents for the pharmacy technicians as needed.  All tasks requiring clinical decision making will be triaged to the pharmacists. 

To be successful in this role, you should have excellent communication abilities, business acumen, and be highly motivated to meet objectives and goals.

DUTIES AND RESPONSIBILITIES:

• Receiving and triaging inbound phone calls.
• Act as first point of contact with patients by carefully evaluating the purpose of the call, carefully assessing their purpose, prioritizing their handling, and triaging the calls if indicated. Maintain information regarding Patient Services initiatives and explain them to our customers when appropriate.
• Record activities in the patient database and follow up to secure services for our customers by contacting physician’s offices, pharmacies, and other external entities to ensure patient’s needs are being met.
• Schedule prescription shipments directly with patients, physician’s offices, or patient affiliates
• Receiving and completing scheduling calls via dialer or outbound queues.   
• Gathering demographics, plan information, patient history and other data and documenting in pharmacy application as necessary.
• Contacting physicians for missing or required information.
• Processes document intake queue for pharmacy technician processing. 
• Prepares shipping materials for packing stations
• Performs other related duties as assigned by management

• High school diploma, general education degree (GED), or one to three years related experience and/or training, or equivalent combination of education and experience
• Computer skills preferred: Microsoft Office (Word, Excel, PowerPoint, Office, Teams)
1. Good communication skills, both written & verbal, preferred.

BEHAVIOR CHARACTERISTICS: 

• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

COMPETENCIES:

• The CSR is able to handle inbound and outbound calls, triage as appropriate and complete scheduling tasks. 
• The CSR is able to update patient demographics, prescriber demographics and pertinent information for the pharmacy profile.
• The CSR is able to prepare documentation for pharmacy technician processing; including but not limited to demographics and plan information. 
• The CSR demonstrates ability to communicate effectively with health care providers to obtain missing information. 
• The CSR is able to prepare shipping materials for packing. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Continually required to stand.
• Continually required to walk.
• Continually required to sit.
• Continually required to utilize hand and finger dexterity.
• Continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually moderate. 
• The employee must continually lift and/or move up to 50 pounds.
• Additional remarks regarding work environment include standard office lighting and white noise.
• Specialized equipment, machines, or vehicles used:  Conveyor belt, manual pallet jack.

• Supportive, progressive, fast-paced environment
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance
• AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.
• All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.
• AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire