Customer Service Representative (Call Center)

Job Title : Customer Service Representative Call Center

Location : 11800 Weston Parkway Cary NC USA 27513

Screening Questions :

Q1 : Do you have reliable transportation to be onsite 5 days a week?A2 : If no, this role is not a good fit

Q2 : Are you able to maintain good attendance throughout the 90 day training period; this means no more than 1 day out for every 30 days and no more than 2 tardies per 30 day period? If not, this role is not a good fit.

Q3 : Are you able to handle being in a back to back call scenario for most of the day? How do you deal with the stress?

Q4 : What type of learner are you? How do you learn best?

Q5 : Can you type, with no errors, at least 35 wpm?

Work Schedule : Schedule : Monday - Friday; 11 : 30am - 8pm w / a rotating Saturday from 9am - 6pm every 6-8 weeks (when working Saturday, day off will be Tuesday, Wednesday, Thursday or Friday)

Work location & Type : Onsite for at least first 90 days; then possibility of hybrid w / 2 days in office and 3 days at home based on attendance and performance

Great communication skills; basic problem solving skills; Typing at least 35 wpm; at least 1 yr of high call volume call center experience

Are there any perks to this assignment that would help the supplier better sell your opportunity? On site gym w / signed waiver; opportunity to become full time and room to grow within the company

Primary resource for inbound telephone calls to minimize workflow interruptions due to non-clinical related customer inquiries, such as general prescription status or financial information.

Handle inbound and outbound calls to schedule medication delivery and payment so that accurate information is included in their profile and distribution can successfully send their package in a timely manner

Directly responds to customer inquiries when appropriate or routes calls to the appropriate staff to ensure prompt resolution / customer satisfaction.

Update concise progress notes to ensure other roles within the workflow are able to quickly assess the status of the referral

Provides customer service through manipulation of management information system to answer questions regarding refill needs, providing status of pending / shipped prescriptions, verify insurance information and provide copies of invoices upon request.

Answer patient questions and concerns during refill scheduling and transfer to the clinical team (pharmacists and nurses) when appropriate

Identify and report adverse events (AEs) and product complaints (PCs) to clinicians to ensure patient's safety

Perform other duties as assigned (above tasks may vary slightly depending on the specific team / program requirements.)