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Call Center Representative

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The University of Kansas Health System

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Location:
United States , Lenexa

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Category:
Call Center

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Contract Type:
Not provided

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Salary:

Not provided
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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

Additional Information:

Job Posted:
February 20, 2026

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