Job Summary: Responsible for overseeing provision of enhanced specialty pharmacy services to patients in an inbound/outbound call center environment, including data entry of prescriptions, delivery scheduling, and management of the Patient Care Advocate team.

Job Duties:

• Supervise staff of Patient Care Advocates in inbound/outbound call center
• Provide timely reporting, feedback, and information to support the training and development of Patient Care Advocate team
• Direct and seek enhancements to call center workflow on a daily basis
• Ensure that team maintains and keeps reasonable production as determined by management
• Develop and manage department schedule, time off requests, etc.
• Provide escalated resolution to customer service issues to ensure member satisfaction
• Serve as primary resource for Regional Managers of Provider Relations on comprehensive patient support and other enhanced services
• Participate in after hours on-call rotation with the management team
• Travel with the sales team to build relationships with healthcare providers, as needed
• Responsible for accurate data entry of incoming prescriptions
• Responsible for accurate selection of billing and shipping methods for incoming patient orders
• Provide customer service coverage for incoming calls and directing incoming calls to appropriate staff as needed
• Work with internal stakeholders to provide resolution to payment related issues on accounts/orders
• Manage orientation process and training new employees
• Responsible for completing all mandatory and regulatory training programs
• Perform other duties as assigned

Experience:

• Past experience in a customer service related field
• Past experience in a call center environment
• 12-24 months experience as a pharmacy technician

Education Requirements:

• Preferred: Bachelor’s Degree in Business Adm. or Healthcare

Special Conditions of Employment:

• Drug test
• Initial and continuous exclusion and sanction/disciplinary monitoring
• Any and all additional eligibility requirements based on the specific position