Customer Support Representative at McKesson in Cary, North Carolina

Job Description:

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care.


What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.


At Biologics by McKesson, our mission is to simplify access to medication and deliver personalized care that helps patients achieve the best-possible outcomes - one patient, one partner, one therapy at time.


The Customer Service Representative is an important role in the Pharmacy Operations and is responsible for handling inbound and outbound pharmacy calls, scheduling refill deliveries when needed and directing calls to appropriate personnel. The ideal candidate is a well-spoken, enthusiastic, and organized person with the ability to provide high level of customer service to our patients, clinicians, and clients.



Responsibilities

• 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. Must be able to show empathy to patients.
  
  


• 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.)
  
  

Minimum Requirement

• Typically requires 1+ years of related experience.
  
  

Additional Skills

• High School Diploma or GED with minimum of associate degree preferred
  
  


• Call center experience
  
  


• Experience working with management information systems to effectively address customer needs
  
  


• Proficiency in Microsoft applications
  
  


• Excellent verbal and written communications
  
  


• Must be able to show empathy when talking to patients
  
  


• Professional telephone manner
  
  


• Strong attention to detail
  
  


• Customer service experience preferred
  
  


• Medical office experience / knowledge of medical terminology preferred
  
  

CAREER LEVEL: B2


We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.



Our Base Pay Range for this position



$14.90 - $24.83



McKesson is an Equal Opportunity Employer



McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.



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