Welcome page Returning Candidate? Log back in! Team Lead, Patient Support Services Job Locations US-FL-Lakeland Job ID 2024-5127 Category Customer Service/Support Overview

 

 

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Summary

This is a critical position requiring excellent customer interaction skills.  Individual is expected to enhance patient satisfaction with Eagle Pharmacy programs by responding to incoming phone calls and placing outgoing call to patients and physicians as assigned while providing support for our Patient Support Services Representatives.  Problem solving skills are essential. 

Responsibilities

 

Essential Duties and Responsibilities

Answer inbound phone calls in a prompt, courteous and professional manner ensuring compliance with state and federal regulations Ensure answering inbound calls when queues are high. Focus on the smaller call centers first. Assist with training and developmentAssists staff with their questions and problemsAble to clearly identify problem, analyze situation and rectify patient’s concerns using established proceduresProvide daily / weekly / monthly reporting to ManagementHandle difficulties, obstacles, and challenges by resolving matters in an effective and patient mannerProvide floor support Monitor chat/e-mail questions and assistance in requests    Communicate and follow up in a timely mannerComplete 1:1 Meetings according to directions and timelines set out by managementProvide support to pharmacy through the completion of tasks including but not limited to: enrollment updates, processing payments and releasing orders, updating patient demographics, and written and verbal communication with pharmacy staff to ensure completion of prescription ordersCrosstrain in all PSS functionality and display proficiency Additional duties as assigned

Knowledge, Skills, and Abilities

Positive attitude with excellent customer service mindset, working in a way that demonstrates a commitment to incredible serviceAbility to handle multiple activities or interruptions at onceAbility to perform repetitious work accuratelyFocused team player, who can work in conjunction with pharmacists, pharmacy technicians, other departments, customers, and managementWork independently with little supervision and meet daily deadlinesAble to work under pressure; ability to multi-task; strong attention to detailCreative problem solver and effective with conflict resolutionComputer proficiency to navigate required databases and operate in required software packagesExcellent communication skills, both written and verbal Strong interpersonal skillsInterested in working with people with a strong desire to resolve problemsAbility to work flexible hours as neededAbility to sit at computer using phone and headset for length of shift (with breaks and lunch away from desk) Strong skills in the use of good judgement and best practices Qualifications

Education and Experience

This position requires a high school diploma or equivalent. Having post high school or specialized training is a plus. Candidates should have six months of call center experience and six months of administrative duties experience. Candidates with pharmacy or medical experience are desired. Candidates must be familiar with Microsoft Word, Excel and Outlook.Preferred 6 months PSS experience.

Work Environment / Physical Demands

 

This position is in a typical office environment which requires prolonged sitting in front of a computer.  Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.  May have occasional high stress when dealing with customers/clients. 

 

EOE M/F/D/V

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