Pharmacy Customer Service Representative AdventHealth RxPlus
Location Address: 582 Monroe Rd Suite 1412 Sanford, FL 32771
Top Reasons To Work At AdventHealth RxPlus
Immediate Health Insurance Coverage
Career growth and advancement potential
Full-Time, Monday – Friday
11:45am – 8:15pm
You Will Be Responsible For:
Maintains confidentiality of patient, employee, medical staff, departmental and administrative information with no infraction
Exhibits tact and consideration with other staff and customers. Maintains a professional atmosphere in the work area.
Maintains objectivity and accepts criticism and feedback, using each exchange as a learning opportunity
Answers phone within 4 rings, does not leave patient on hold more than 5 minutes and offers to call back patient if patient will be left on hold while researching a request
Meets call center goals as assigned on a monthly basis to achieve appropriate handle ratio, total call volume answered, minimal Not Ready time, etc.
Understands the prescription plan thoroughly and communicates with customers or physician’s offices any questions regarding prescriptions, step therapy/prior authorization processes, price quotes, and high cost generic medications.
Maintains an awareness of pop-ups and reads and follows through with all necessary actions. Plays a role in maintaining effective records, deleting any old notes that are no longer needed and adding new relevant information to the patient’s profile to be communicated to the entire staff as necessary.
Follows guidelines when faxing refill requests and sending electronic requests to physician’s offices
Leaves adequate and understandable notes in the member’s profile for any issue that needs to be communicated to other staff members
Collaborates with Pharmacy Bookkeeper and Technicians regarding member follow-up such as credit card rejections, price alerts, etc.
Registers members and family members, including online registrations, accurately and completely; verifying that all member and dependent information is updated including address, allergy information, phone number, and payment method.
Researches each prescription follow-up completely by verifying member’s address, checks shipping date, reviews member’s profile for any communication notes, provides delivery confirmation information if requested
Disengages the angered caller and converts a negative communication to a positive and helpful exchange before alerting the Call Center Supervisor for a call back
Completes work in a timely manner and prioritizes and plans work activities. Demonstrates accuracy and thoroughness with data and manages competing demands
Communicates with team and supervisor regarding work priorities and provides feedback regarding requests, projects and assignments as appropriate
What You Will Need:
High School diploma or equivalent.
2 years previous customer service experience.
Previous experience in call center, mail-order, medical or healthcare related area, preferred
The Customer Service Call Center representative performs a wide range of duties to support the members of the AHS Corporate Prescription Plan regarding plan questions and mail-order pharmacy requirements. Duties include answering high volume of phones, extensive data entry, compiling, reconciling and maintaining records and prescriptions for the Pharmacy. Works only under the supervision of a registered Pharmacist and does not perform duties that can only be legally performed by a registered Pharmacist or registered pharmacy technician.
AdventHealth Greater Orlando (formerly Florida Hospital) is one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.