Pharmacy Customer Service Representative - Phoenix
Pharmacy Customer Service Representative - Phoenix
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Job Description
Pharmacy Customer Service Representative (CSR)
Purpose
The Customer Service Representative (CSR) is responsible for meeting or exceeding customer expectations by:
Assessing customer needs.
Assigning priorities.
Triaging information to the appropriate resources.
Customers may include patients medical professionals and family members. The CSR will work in a multidisciplinary team to provide information about the services offered by Patient Services.
Responsibilities
Act as the first point of contact with patients by:
Evaluating the purpose of each call.
Prioritizing and triaging calls as appropriate.
Maintain knowledge of Patient Services initiatives and explain them to customers when needed.
Enroll new customers into Patient Services.
Record activities in the patient database and follow up to secure services such as:
Product training.
Mailing of promotional materials.
Coordinating with physician offices pharmacies and other external entities to ensure patient needs are met.
Complete special projects as assigned.
Requirements
Requirements
Previous work experience in Specialty Pharmacy or Customer Service.
Professional computer skills including but not limited to:
Microsoft Office
Email
Web-based applications
Strong keyboarding skills
Experience working in high-pressure and time-sensitive situations (telephone or face-to-face) involving:
Problem solving
Decision making
Excellent judgment
Customer service delivery
These skills may be obtained through a combination of work experience and post high school education and not exclusively in a traditional customer service setting.
Strong ability to multi-task and excellent time management.
Ability to function in a high-volume fast-paced environment.
Dependable with a strong work ethic.
Willingness to accept and implement feedback and coaching.
Preferred Experience
Experience with databases (CRM preferred) or tracking systems; Salesforce CRM experience strongly desired.
Experience in the healthcare or pharmaceutical industry.
Understanding of challenges associated with patients medical conditions.
Important Skills
Accustomed to working in a high call volume environment.
Requirements Previous work experience in Specialty Pharmacy or Customer Service. Professional computer skills, including but not limited to: Microsoft Office Email Web-based applications Strong keyboarding skills Experience working in high-pressure and time-sensitive situations (telephone or face-to-face) involving: Problem solving Decision making Excellent judgment Customer service delivery These skills may be obtained through a combination of work experience and post high school education, and not exclusively in a traditional customer service setting. Strong ability to multi-task and excellent time management. Ability to function in a high-volume, fast-paced environment. Dependable, with a strong work ethic. Willingness to accept and implement feedback and coaching.
Education
N/A
Employment Type
Full Time
