Patient Support Services Representative

Knipper Health - Lakeland, FL

Full-time - Entry Level

Lakeland, FL

About the position

The Patient Support Services Representative plays a crucial role in enhancing patient satisfaction by serving as the primary point of contact for patients enrolled in Eagle Pharmacy programs. This position involves responding to incoming calls, placing outbound calls to patients and physicians, and ensuring compliance with state and federal regulations. The representative is expected to demonstrate excellent customer interaction skills, problem-solving abilities, and a commitment to providing incredible service.

Responsibilities

• Answer inbound phone calls in a prompt, courteous and professional manner ensuring compliance with state and federal regulations.
• Provide first call resolution where possible.
• Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient's satisfaction.
• Contact patients through outbound calls to assist in the processing of prescription medications in line with state and federal regulations.
• Provide support to pharmacy through the completion of tasks including but not limited to enrollment updates, processing payments and releasing orders, updating patient demographics, written and oral communication with pharmacy staff to ensure completion of prescription orders.
• Compile and maintain reporting requirements as requested by the business.
• Handle difficult people and problems professionally.
• Accurately complete other tasks as assigned by management.

Requirements

• High School diploma or equivalent required.
• 6 months minimum of call center experience.
• 6 months minimum of administrative duties.
• Pharmacy or medical experience is desired.
• Ability to type 50 words per minute.
• Computer proficiency to navigate required databases and operate in required software packages.
• Excellent communication skills, both written and oral.
• Strong interpersonal skills.
• Ability to work independently with little supervision and meet daily deadlines.
• Ability to handle multiple activities or interruptions at once.
• Strong attention to detail.

Nice-to-haves

• Post High School or specialized training a plus.
• Familiar with Microsoft Word, Excel, and Outlook.