Job Description: The purpose of the Customer Service Representative (CSR) is to meet or exceed the customer's expectations by assessing our customer's needs, assigning priorities, and triaging the information to the appropriate resources.
(Customers may include patients, medical professionals, and family members.) The CSR will be able to function in a multidisciplinary team to provide information about the services that are offered by Patient Services. • Act as first point of contact with patients by carefully evaluating the purpose of the call, carefully assessing their purpose, prioritizing their handling, and triaging the calls if indicated.
Maintain information regarding Patient Services initiatives and explain them to our customers when appropriate. • Enrol new customers to Patient Services. • Record activities in the patient database and follow up to secure services (such as product training, mailing of promotional materials, etc.) for our customers by contacting physician's offices, pharmacies, and other external entities to ensure patient's needs are being met. • Complete various special projects as required
Requirements: • Previous work experience in Specialty Pharmacy or Customer Service • Professional level skills in computer use, including but not limited to Microsoft Office, email, web-based applications, and key boarding skills • Experience working with people in situations that are high-pressure and time-sensitive (either telephone or face-to-face), and that involve solving problems, making decisions, using excellent judgment and "customer service"
skills. This can be obtained through a combination of work experience and post high school education and need not be obtained in a traditional "customer service" setting. • Strong ability to multi-task and strong time management skills • Ability to function in a high-volume, fast-paced environment • Dependable and strong work ethic • Ability to accept and implement feedback and coaching Specific type of experience preferred: • Experience working with databases (CRM preferable) or a tracking system; Salesforce CRM experience • Experience working in a health care/pharmaceutical industry environment • Understanding of challenges associated with patients' medical condition Important Skills: Accustomed to working in high call volume environment.