Overview:
Job Summary: Responsible for overseeing provision of enhanced specialty pharmacy services to patients in an inbound/outbound call center environment, including dataentry of prescriptions, delivery scheduling, and management of the Patient Care Advocate team.
Responsibilities:
Job Duties:
- Supervise staff of Patient Care Advocates in inbound/outbound call center
- Provide timely reporting, feedback, and information to support the training and development of Patient Care Advocate team
- Direct and seek enhancements to call center workflow on a daily basis
- Ensure that team maintains and keeps reasonable production as determined by management
- Develop and manage department schedule, time off requests, etc.
- Provide escalated resolution to customer service issues to ensure member satisfaction
- Serve as primary resource for Regional Managers of Provider Relations on comprehensive patient support and other enhanced services
- Participate in after hours on-call rotation with the management team
- Travel with the sales team to build relationships with healthcare providers, as needed
- Responsible for accurate data entry of incoming prescriptions
- Responsible for accurate selection of billing and shipping methods for incoming patient orders
- Provide customer service coverage for incoming calls and directing incoming calls to appropriate staff as needed
- Work with internal stakeholders to provide resolution to payment related issues on accounts/orders
- Manage orientation process and training new employees
- Responsible for completing all mandatory and regulatory training programs
- Perform other duties as assigned
Qualifications:
Experience:
- Past experience in a customer service related field
- Past experience in a call center environment
- 12-24 months experience as a pharmacy technician
Education Requirements:
- Preferred: Bachelors Degree in Business Adm. or Healthcare
Special Conditions of Employment:
- Drug test
- Initial and continuous exclusion and sanction/disciplinary monitoring
- Any and all additional eligibility requirements based on the specific position
Compensation:
$58,458 - 60,211.84 per year.
The final offer will be determined after careful consideration of multiple factors such as relevant skills, years of experience and education.
KPH Healthcare Services, Inc. is a multistate organization and abides by all local, state and federal regulations as it pertains to minimum wage requirements.