Pharmacy Customer Service Representative - Phoenix

Pharmacy Customer Service Representative (CSR)

The Customer Service Representative (CSR) is responsible for meeting or exceeding customer expectations by:

• Assessing customer needs.
• Assigning priorities.
• Triaging information to the appropriate resources.

Customers may include patients, medical professionals, and family members. The CSR will work in a multidisciplinary team to provide information about the services offered by Patient Services.

Responsibilities

• Act as the first point of contact with patients by:
• Evaluating the purpose of each call.
• Prioritizing and triaging calls as appropriate.
• Maintain knowledge of Patient Services initiatives and explain them to customers when needed.
• Enroll new customers into Patient Services.
• Record activities in the patient database and follow up to secure services such as:
• Product training.
• Mailing of promotional materials.
• Coordinating with physician offices, pharmacies, and other external entities to ensure patient needs are met.
• Complete special projects as assigned.

Requirements

• Previous work experience in Specialty Pharmacy or Customer Service.
• Professional computer skills, including but not limited to:
• Microsoft Office
• Email
• Web-based applications
• Strong keyboarding skills
• Experience working in high-pressure and time-sensitive situations (telephone or face-to-face) involving:
• Problem solving
• Decision making
• Excellent judgment
• Customer service delivery

These skills may be obtained through a combination of work experience and post–high school education, and not exclusively in a traditional customer service setting.

• Strong ability to multi-task and excellent time management.
• Ability to function in a high-volume, fast-paced environment.
• Dependable, with a strong work ethic.
• Willingness to accept and implement feedback and coaching.

Preferred Experience

• Experience with databases (CRM preferred) or tracking systems; Salesforce CRM experience strongly desired.
• Experience in the healthcare or pharmaceutical industry.
• Understanding of challenges associated with patients' medical conditions.

Important Skills

• Accustomed to working in a high call volume environment.