Patient Care Representative

Position Summary:  

 

The Patient Care Representative provides outstanding service to patients related to their prescriptions. Inquiries from patients and their representatives include but are not limited to refill requests, shipment status, billing issues, demographics, and payments.  

 

Essential Duties/Responsibilities:  

Answer and respond to calls and emails 

Resolve pharmacy issues from patients, providers and clients 

Respond to routine inquiries on prescriptions, orders and payments  

Research required information using available resources 

Place outgoing phone calls  

Route calls to appropriate resource 

Document all call information according to standard operating procedures 

Enter data accurately and timely  

Maintain a positive and professional demeanor at all times  

Utilize multiple programs for accessing patient information 

Achieve individual performance goals for productivity and quality 

Maintain confidentiality of patient and proprietary information 

Accurately obtain and enter insurance and payment information, including charges for prescriptions dispensed 

Other duties as assigned 

 

Required Skills/Abilities: 

Effective verbal and written communication skills 

Excellent interpersonal skills with a strong customer focus 

Ability to work with peers in a team effort 

Ability to independently identify, research and resolve issues 

Excellent communication skills 

Demonstrated ability to manage multiple priorities and deadlines 

A well-organized and self-directed individual who is able to work with minimal amount of supervision 

Capability to efficiently complete tasks in a fast-paced environment 

Ability to work extended hours, weekends and holidays pursuant with industry demands 

Ability to exercise considerable judgment, maintain confidentiality, and act in a diplomatic manner 

 

Education/Experience: 

High school diploma or GED 

Customer service or inbound call center experience 

Appropriate industry experience, preferably in the healthcare or mail order/specialty pharmacy industry 

Proficient in Microsoft Office and industry related software programs 

 

Preferred Skill/Abilities:  

 

Bachelor’s degree 

Licensed Pharmacy Technician  

Medicare Part D knowledge 

Bilingual in English and Spanish 

 

Work Environment/Physical Requirements:  

May include a call center or home-based environment, with exposure to excessive noise with minimal exposure to adverse environmental issues. Ability to sit for long periods of time.