CUSTOMER SERVICE SPECIALIST - SA

JOB DESCRIPTION

PURPOSE OF JOB

Responsible for using professionalism and excellent customer service to contact our patients regarding their refills and overall patient care.

JOB DUTIES

• Effectively manage large amount of outgoing calls

• Assist with placement of refills, transfers and/or new prescriptions

• Provide accurate, valid and complete information by using the right methods/tools

• Offer each customer the best possible service, quality, and value

• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

• Keep records of customer interactions, process customer accounts and file documents

• Document complaints, as appropriate

• Advise on company information

• Take payment and insurance information over the phone accurately and promptly

• Suggest solutions to work through any grievances or complaints

• Work with Pharmacy Technicians and Pharmacists to ensure proper customer service is being delivered at all steps of the refill process

• Research answers or solutions as necessary

• Assist with shipping/delivery administrative tasks to ensure accurate and timely delivery

• Refer patients to a Pharmacist as needed

• Other job duties as assigned

MINIMUM QUALIFICATIONS

• High school diploma or equivalent preferred

• Strong phone contact handling skills and active listening

• Demonstrate good listening skills and patience when dealing with all personality types over the phone and in person

• Demonstrate ability to develop relationships with customers and coworkers

• Strong command of the English language with Spanish preferred

• High level of ownership, accountability and initiative

KNOWLEDGE / SKILLS

• Ability to positively and proactively handle customer concerns and prioritize multiple tasks in a fast-paced environment

• Excellent verbal and written communication skills, strong command of grammar, spelling and style

• Strong computer proficiency with ability to learn new systems quickly and efficiently

• Ability to work within tight deadlines

PHYSICAL REQUIREMENTS

• Ability to work long days sitting in front of a computer and using a telephone

• Ability to lift and carry up to 30 pounds a distance of 20 yards

• Ability to sit at a desk and work on a computer, for up to 8 hours at a time

• Ability to talk on a telephone routinely throughout an 8-hour day

• Ability to speak, read, and write in English and Spanish (if possible)

SUPERVISORY RESPONSIBILITIES

• None