Scope of Responsibilities: Works under general supervision. Follows standard procedures to accomplish assigned tasks. Manages the orientation and training process of new and existing employees.
Job Summary: Responsible for overseeing onboarding, training, and development of call center employees while fostering an environment of continuous quality and process improvement.
Responsibilities Supports the onboarding, initial training, and support the ongoing development of Patient Care Advocates, Patient Benefit Specialists, Workflow Processing Specialists, and Hub Services Specialists (as appropriate.)Collaborate with leadership to enhance training materials and processes for all call center departmentsProvide timely reporting, feedback, and information to support the training and development of all call center teams including call reviews for quality, customer service, and PCI compliance Provide insights regarding enhancements to call center workflow on a routine basisSupport provision of direct patient services for prescription pickups during regular business hoursProvide customer service coverage for incoming calls and directing incoming calls to appropriate staff as neededContinue in the capacity as a Patient Benefits Specialist or Patient Care Advocate and all its roles and responsibilitiesReceive reports of incomplete call center staff trainings and facilitate the completion of outstanding requirements for each department Responsible for completing all mandatory and regulatory training programsPerform other duties as assigned QualificationsJob Skill Requirements:
Broad knowledge of medications, physician orders, and pharmacy systemsStrong communication skills Outstanding customer service skillsExcellent organization skillsAbility to multitask and prioritize Excellent computer and keyboarding skillsSuccessful completion of a pre-employment and/or random drug screening testEducational Requirements:
Minimum: High School Diploma or GEDPreferred: Pharmacy technician or related certification
Experience:
Past experience in a customer service-related fieldPreferred: Past experience in a call center environmentPreferred: 12-24 months experience as a pharmacy technician
Compensation:
$18.50 - 18.90 per hour.
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.
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