Patient Care Call Center Representative

Scope of Responsibilities: Demonstrates skillset and knowledge of Kinney Drugs retail pharmacy resources, within their respective platforms, to effectively answer and document patient related inquiries, complete patient updates and service patient and store requests in an accurate and efficient manner.

Job Summary: Entry level position. Works under direct supervision following standard procedures and best practices to accomplish assigned tasks, associated job training, assisting staff members to complete daily duties and answer incoming and making outbound calls independently. Provide support as needed to peers, leaders, and other Kinney Drugs administrative resources.

Job Duties

• Patient Care Center phone coverage for incoming calls, outbound calls and directing incoming calls to appropriate locations (i.e. stores).
• Understand, master, and work efficiently in systems leveraged by the Patient Care Center.
• Provide Patient Care Center resolution of patient service questions and issues to ensure complete patient satisfaction.
• Participates and supports in the augmentation of training and development efforts of our Pharmacies.
• Intermediate understanding of pharmacy technology and workflow process – included is product dispensing, data entry, and adjudication workflow steps.
• Regulatory & Operational Compliance – Proficient in all state and federal regulations ensuring compliance with the law; understands and ensures we follow company operational policies & procedures as related to conditions of employment.
• Executes the plan – able to learn and understand specific aspects of the pharmacy management system (i.e., reception and release to patient queues).
• Follows instructions and completes tasks with a sense of urgency, responsible for daily department standards.
• Quality focused – understands and embraces the importance of our Quality Assurance Policy & Procedures; understands and embraces all patient care programs and initiatives; understands and embraces all policies and procedures.
• Integrity/Ethical Behavior – acts with integrity always; never willing to compromise integrity; behaves in a manner consistent with company standards; understands and fully complies with all HIPPA compliance standards maintain confidentiality regarding all patient information.
• Participate in additional pharmacy service-related projects as needed.
• Responsible for completing all mandatory and regulatory training programs.
• Perform other duties as assigned.