PRIMARY DUTIES AND RESPONSIBILITIES

Utilizing superior customer service skills, responds to all patient and external customer requests via incoming phone call resulting in consistent First Call Resolution according to establish processes and protocols and within established quality metrics. Processes all patient and external customer requests through appropriate coordination with on-site staff. Ensures messages and collected patient information is accurate and complete. Ensures a positive patient experience through thorough information collection and retention of current patients. Serves as a resource to patients and the Mail Order Pharmacy team. Follows Standard Processes and Protocols related to mail order functions (med refills, order follow through/tracking, closing open data gaps for successful processing. With supervisory support, the Call Center Pharmacy Technician tracks and follows up on work requested to be performed. Participates in process improvement activities Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes Demonstrates in-depth knowledge of Martin's Point's mission, vision, and multiple lines of business. Employees are expected to work consistently to demonstrate the mission, vision, and core values of the organization.

POSITION QUALIFICATIONS

Education:

HS Diploma or equivalent

Licensure/certification:

Active Pharmacy license for state applying prior to start date

Experience:

Experience working in an administrative and/or customer service-oriented environment required. Experience in a contact center setting and/or in a patient services environment with pharmacy, billing, insurance processing or related tasks.

Knowledge:

Basic knowledge of telephonic skills for collection of data and information sharing Demonstrates an understanding of and alignment with Martin's Point Values.

Skills:

Windows Based Computer skills: data entry and word processing ability Demonstrated telephone etiquette and positive interpersonal skills Excellent organizational skills Detailed oriented and excellent follow through skills

Abilities:

Ability to function independently and professionally Ability to handle difficult conversations with patients and internal customers Ability to analyze and problem solve Ability to work with a variety of customers ranging from patients, internal customers, peers Must be able to work flexible hours which may include weekends, evenings and holidays.

Pay Range:

$20.20 - $24.95 The pay range above reflects the anticipated base pay range based on a full-time position. Actual compensation will be determined based on factors such as experience, skills, qualifications, and other job-related considerations. Employees may also be eligible for additional compensation, including incentive or commission-based programs, where applicable and subject to the terms of the relevant plan. In addition to base compensation, we offer a comprehensive benefits package including medical, dental, vision, retirement savings with employer contributions, paid time off (including volunteer time off!), pie day, and other employee benefits. This position is not eligible for immigration sponsorship. We are an equal opportunity/affirmative action employer. Martin's Point complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact jobinquiries@martinspoint.org Do you have a question about careers at Martin's Point Health Care?

Contact us at:

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