Job Description
The Call Center Associate is an office-based position that plays a key role in patient and provider customer service. The Call Center Associate is the first point of contact for Alivia Home Delivery patients. The Call Center Associate ensures patient satisfaction through personal attention, and an efficient, transparent and simple process from end to end. Call Center Associates answer and document inbound calls in the pharmacy system. They must answer questions and inquiries, troubleshoot problems, provide information, handle issues related to orders and deliveries, and take OTC orders for patients who are non-app users. The Call Center Associates may be required to make outbound calls to coordinate deliveries with patients.
Responsibilities:
- Answering phone calls from patients professionally and responding to patient needs.
- Routing inbound calls to the appropriate resources when are related to clinical matters.
- Research required information from patients using available resources, platforms and web portals.
- Support non-app user patients to place their OTC orders and medication refills.
- Completing detailed and specific call notes as necessary, updating them in PrimeRx.
- Managing administration, communicating, and coordinating with the pharmacy team.
Required:
- High School Diploma.
- Great communicator at all levels, including but not limited to physicians, office staff, patients and their caregivers.
- Able to work effectively in team matrixes with limited supervision.
- Computer proficiency, knowledge of Microsoft Office products, and Internet experience.
- Customer service focused, Innovative, Accountability, Proactive, Strong analytical and problem-solving skills, Detail oriented.
- Able to communicate effectively (read, speak, and write) in Spanish. Ability to also communicate in English is preferred.
***EEOC F/M/D/V***