Call Center Representative Job at The University of Kansas Health System (Lenexa)

Job Description

The Call Center Representative assists with operations of the Retail Pharmacy Communication Hub for the University of Kansas Health System. This individual supports a patient centered environment by providing courteous and professional customer service. Assists patients, families, and other customers while maintaining confidentiality of patients.

Job Responsibility

Performs ALL duties defined by standard work or other guidelines communicated by leadership under the direct supervision of a pharmacist licensed in the state of Kansas
Works with pharmacy administration to comply with state and federal laws
Demonstrates strong telephone and written communication and etiquette skills
Works in a fast paced, call center environment with timely, professional, and courteous response to incoming calls
Completes outbound calls to customers in a professional and courteous manner and within appropriate time frames for planned follow up
Maintains service levels (speed of answer, abandonment rate, hold times, and call time) to achieve department service level goals
Demonstrates a high level of commitment, compassion, and customer service to all customers and team members
Maintains compliance with HIPAA policies and regulations
Assists patients, nurses and health care providers with timely and accurate communication regarding the status of a patient’s medications and related issues
Actively listens and operates computer systems to accurately obtain necessary demographic information and ensure appropriate and accurate billing
Contacts patients in a timely manner using their established communication preferences (phone, email, online form, text, fax & EHR) to schedule prescription refills
Accurately documents outbound call status and follow up plan as applicable in computer systems to ensure timely and accurate processing of refills
Completes callbacks, provides follow-up materials, generates faxes and electronic messages with accuracy and attention to detail
Uses a courteous and professional customer-focused approach while interacting directly or on the telephone with customers
Uses customer service and critical thinking skills to solve problems for all customers and understands when a problem needs to be escalated to the appropriate team member for resolution: pharmacy technician, pharmacist, supervisor or administrator as appropriate
Participates in organizational and departmental performance improvement efforts and facilitating effective communication relative to these initiatives
Maintains a plan for personal development and completion of competency validation records
Participates in goal setting, ongoing development, and goals of team
Actively participates in continuous process improvement
If applicable, participation in the quality management program is expected with the goal of improving services by monitoring processes, analyzing data, implementing interventions to improve and evaluating the effectiveness of those interventions
If applicable, as part of the program, the staff will uphold the quality of the Patient Management Program to include the development and reassessment of the program
Other duties may be assigned as required
Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department

Requirements

High School Graduate or GED
2 or more years Experience in a customer service call center, call center or high volume Retail Pharmacy setting handling customer calls
Experience utilizing Call Center Software to answer, transfer, page and email
Exceptional communication and phone skills
Ability to handle multiple calls and/or tasks while providing excellent customer service
Experience talking, typing and actively listening simultaneously while utilizing multiple software systems to achieve first call resolution
Fluent English - Read, write and speak english

Nice to have

Associates Degree Communication, business or health care administration
Bachelors Degree Communication, business or health care administration

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Call Center Representative

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