Adventist Health System Pharmacy Customer Service Represetative - Rx Plus in SANFORD, Florida
Full-Time, Monday – Friday
Adventist Health System Corporate Office
Be part of the Adventist Health System family.
Where you work matters. Working here is like being part of a family. Not just with those you serve, but also with your team members. It’s about making a difference, saving lives, and helping others live a fuller one. You’ll be joining a family of tens of thousands of team members who understand that what they do is bigger than healthcare. It is living out our mission to Extend the Healing Ministry of Christ and being there for someone every step of the way-body, mind, and spirit.
This is more than a career. It is a calling.
With hospitals and facilities in 9 states, you’ll have endless opportunities to take your talents, develop your skills, and grow as a professional in a place that truly cares about your success. If you are driven, compassionate, someone who always wants to go above and beyond because you care and believe what you do makes a difference – Adventist Health System is for you.
The Customer Service Call Center representative performs a wide range of duties to support the members of the AHS Corporate Prescription Plan regarding plan questions and mail-order pharmacy requirements. Duties include answering high volume of phones, extensive data entry, compiling, reconciling and maintaining records and prescriptions for the Pharmacy. Works only under the supervision of a registered Pharmacist and does not perform duties that can only be legally performed by a registered Pharmacist or registered pharmacy technician.
What you will be responsible for:
Maintains confidentiality of patient, employee, medical staff, departmental and administrative information with no infraction
Exhibits tact and consideration with other staff and customers. Maintains a professional atmosphere in the work area.
Maintains objectivity and accepts criticism and feedback, using each exchange as a learning opportunity
Answers phone within 4 rings, does not leave patient on hold more than 5 minutes and offers to call back patient if patient will be left on hold while researching a request
Meets call center goals as assigned on a monthly basis to achieve appropriate handle ratio, total call volume answered, minimal Not Ready time, etc.
Understands the prescription plan thoroughly and communicates with customers or physician’s offices any questions regarding prescriptions, step therapy/prior authorization processes, price quotes, and high cost generic medications.
Maintains an awareness of pop-ups and reads and follows through with all necessary actions. Plays a role in maintaining effective records, deleting any old notes that are no longer needed and adding new relevant information to the patient’s profile to be communicated to the entire staff as necessary.
Follows guidelines when faxing refill requests and sending electronic requests to physician’s offices
Leaves adequate and understandable notes in the member’s profile for any issue that needs to be communicated to other staff members
Collaborates with Pharmacy Bookkeeper and Technicians regarding member follow-up such as credit card rejections, price alerts, etc.
Registers members and family members, including online registrations, accurately and completely; verifying that all member and dependent information is updated including address, allergy information, phone number, and payment method.
Researches each prescription follow-up completely by verifying member’s address, checks shipping date, reviews member’s profile for any communication notes, provides delivery confirmation information if requested
Disengages the angered caller and converts a negative communication to a positive and helpful exchange before alerting the Call Center Supervisor for a call back
What you will need:
High School diploma or equivalent.
2 years previous customer service experience.
This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.
We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.