Customer Support Representative

Work Schedule : Schedule: Monday - Friday; 11:30am - 8pm w/a rotating Saturday from 9am - 6pm every 6-8 weeks (when working Saturday, day off will be Tuesday, Wednesday, Thursday or Friday)

Work location & Type: Onsite for at least first 90 days; then possibility of hybrid w/ 2 days in office and 3 days at home based on attendance and performance

Great communication skills; basic problem solving skills; Typing at least 35 wpm; at least 1 yr of high call volume call center experience

Are there any perks to this assignment that would help the supplier better sell your opportunity? On site gym w/signed waiver; opportunity to become full time and room to grow within the company

§ Primary resource for inbound telephone calls to minimize workflow interruptions due to non-clinical related customer inquiries, such as general prescription status or financial information.

§ Handle inbound and outbound calls to schedule medication delivery and payment so that accurate information is included in their profile and distribution can successfully send their package in a timely manner

§ Directly responds to customer inquiries when appropriate or routes calls to the appropriate staff to ensure prompt resolution/customer satisfaction.

§ Update concise progress notes to ensure other roles within the workflow are able to quickly assess the status of the referral

§ Provides customer service through manipulation of management information system to answer questions regarding refill needs, providing status of pending/shipped prescriptions, verify insurance information and provide copies of invoices upon request.

§ Answer patient questions and concerns during refill scheduling and transfer to the clinical team (pharmacists and nurses) when appropriate

§ Identify and report adverse events (AEs) and product complaints (PCs) to clinicians to ensure patient’s safety

§ Perform other duties as assigned (above tasks may vary slightly depending on the specific team/program requirements.)