Sr. Patient Support Services Representative (2026-8026)

This is a critical position requiring excellent customer interaction skills. Individual is expected to enhance patient satisfaction with Eagle Pharmacy programs by responding to incoming phone calls and placing outgoing calls to patients and physicians as assigned, while providing support, mentoring, and floor guidance to Patient Support Services Representatives. Individuals in this position serve as an escalation point of contact for patients calling to enroll in Eagle Pharmacy programs, placing orders/refills, checking on the status of an order, and inquiring about program offerings. Problem solving skills are essential.

KEY RESPONSIBILITIES:

• Answer inbound phone calls in a prompt, courteous and professional manner ensuring compliance with state and federal regulations

• Assists staff with their questions and problems

• Able to clearly identify problem, analyze situation and rectify patient’s concerns using established procedures

• Handle difficult people and problems by resolving matters in an effective and timely manner

• Provide floor support

• Monitoring queues to ensure timely completion

• Assist with one-on-one training with new representatives as needed

• Complete History Reports

• Contact patients through outbound calls to assist in the processing of prescription medications in line with state and federal regulations

• Provide support to pharmacy through the completion of tasks including but not limited to enrollment updates, processing payments and releasing orders, updating patient demographics, and written and oral communication with pharmacy staff to ensure completion of prescription orders

• Compile and maintain reporting requirements as requested by the business

• Accurately complete other tasks as assigned by management

• Daily assignments may fluctuate and include any combination of the tasks

  The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• This position requires a high school diploma or equivalent. Having post high school or specialized training is a plus.

• Candidates should have six months of call center experience and six months of administrative duties experience.

• Candidates with pharmacy or medical experience are desired.

• Candidates must be proficient with Microsoft Word, Excel and Outlook.

KNOWLEDGE, SKILLS & ABILITIES:

• Positive attitude with excellent customer service mindset, working in a way that demonstrates a commitment to incredible service

• Ability to handle multiple activities or interruptions at once

• Ability to perform repetitious work accurately

• Ability to type 50 words per minute

• Focused team player, who can work in conjunction with pharmacists, pharmacy technicians, other departments, customers, and management

• Work independently with little supervision and meet daily deadlines

• Able to work under pressure; ability to multi-task; strong attention to detail; strong desire to resolve problems

• Creative problem solver and effective at conflict resolution

• Computer proficiency to navigate required databases and operate in required software packages

• Excellent communication skills, both written and oral

• Strong interpersonal skills

• Interested in working with people with a strong desire to resolve problems

• Ability to work flexible hours as needed

• Ability to sit at computer using phone and headset for length of shift with breaks and lunch away from desk assigned per length of given shift

PHYSICAL DEMANDS:

• Work location: Remote, hybrid, or onsite depending on program assignment and geographic location.

• Primarily sedentary role with prolonged periods of sitting.

• Extensive manual dexterity required: keyboarding, mouse operation, and phone use throughout the workday.

• Frequently reaching, handling, and feeling with hands and arms.

• Occasional stooping, kneeling, and crouching.

• Occasional lifting, carrying, or moving of items up to 25 pounds.

• Sufficient vision to review screen details, system data, documentation, and workflow outputs.

• Constant use of phone for communication

This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to op