Patient Care Representative

 

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 Requirem