Customer Service Representative - Call Center - Pharmacy Services

Rite Aid
Mechanicsburg, PA
Mar 20, 2017
Mar 21, 2017
Customer Service
Healthcare, Other
Full Time
The shift for this position is 11:30am - 8:00pm, Monday through Friday with alternating Saturdays. SUMMARY The primary purpose of this position is to support pharmacy services programs by assisting Rite Aid customers who have been contacted regarding refills for their maintenance medications and require personal attention. The incumbent is required to perform all tasks in a safe manner consistent with corporate policies and state and federal laws. ESSENTIAL DUTIES AND RESPONSIBILITIES The associate is responsible for the functions below, in addition to other duties as assigned: + Field calls transferred from the Automated Interactive Voice Response (IVR) system, identifying the customer's needs, determining the extent of HIPAA validation and managing the call dialog based on this determination to avoid any privacy breach. + Log prescription refill information electronically and manually, when appropriate, to ensure the Pharmacy can efficiently complete the refill request for our customers. + Log the outcome of calls to ensure accurate billing for services and that patient requests are fulfilled. + Escalate customer issues to a higher level Customer Service representative or supervisor as needed to resolve issues and maintain customer satisfaction. + Support Pharmacy Services initiatives by placing or fielding calls from customers or store personnel, utilizing scripted applications as needed Support mailing activities in order to expedite mail room activities and minimize returned Other Skills, Abilities, and/or Training The following qualities are required: + Committed to providing customer service that makes both internal and external customers feel welcome, important, and appreciated. + Ability to preserve confidentiality of information. + Ability and willingness to move with purpose and a strong sense of urgency. + Ability to work weekends on a frequent basis. + Accuracy and attention to detail. + Ability to organize and prioritize a variety of tasks/projects. + Familiarity with industry/technical terms and processes. + Ability to work within strict time frames and resolute deadlines. + Excellent verbal communication and people skills. The following qualities are helpful: + Ability to work extended days on an occasional basis. + Ability to work day or evening hours. + Typing speed of 40 WPM. + Proficiency with the Microsoft(R) Office Suite (Word, Excel, PowerPoint, and Access). + Ability to read, write, and/or speak Spanish, Russian, or Korean dialects. High school diploma or general education degree (GED), plus six (6) or more months' call center or customer service experience; or equivalent combination of education and experience. Position ID#: 79220