Bilingual Call Center Representative

at Amber Pharmacy
Location Omaha
Date Posted June 11, 2021
Category Call Centre / CustomerService
Job Type Full Time


Amber Specialty Pharmacy is a rapidly growing specialty pharmacy serving patients across the country! We serve patients from California to Maine, During 2020 we opened 10 new pharmacies to serve our patients. We are based out of Omaha, Nebraska where we were founded. Our employees are professionals whose services and expertise earned us the 2020 National Association of Specialty Pharmacy of the Year award.

We are looking for a Customer Service Representative to offer top of the line services to our patients!

Position Description:
Responsible for the day-to-day customer service activities and support of specifically assigned clients and customers. Responsible for inbound and outbound patient phone calls, prescription refill reminders calls, documentation of patient interaction, facilitation of patient to pharmacist consultations, patient enrollment functions, and assisting with patient needs and requests.

Primary Responsibilities:
General duties include but are not limited to:

1.Conducts prescription refill reminder calls.

2.Responsible for inbound and outbound patient phone calls.

3.Facilitates patient to pharmacist consultations.

4.Provides assistance with all patient needs and requests.

5.Demonstrates expert customer service.

6.Uses problem solving skills to offer support to patients calling in; obtains and evaluates relevant information and provides quick resolutions to questions, concerns, and problems; provides follow-up when appropriate.

7.Keeps records of client/customer interactions and transactions.

8.Identifies and reports to direct supervisor on all call exceptions, positive or negative, and proposes actions, if necessary, to be taken in response to the exception.

9.Supports the development of methods of communication and coordination with pharmacy operations to ensure timely and accurate fulfillment of orders for patient requests and clients.

10.Responsible for monitoring and processing all orders and requests received via the website and by assigned clients/customers; communicates and coordinates with the appropriate personnel.

11.Works closely with direct supervisor to improve assigned customer experience on the website.

12.Participates in team meetings to ensure company service objectives are being met.

13.Communicates all aspects that can assist the Sales Team as it relates to assigned customer retention and growth.

14.Audits own performance and recommends objectives and standards of performance.

This list is in no way to be used as an all-encompassing list of duties. The intention of the aforementioned job description is to be used as a guide to assist in accomplishing company and department objectives, covering only primary functions and responsibilities.

Professional Competencies
-Ability to learn MS Excel, Word, Outlook,
-Maintains knowledge of and utilizes software to provide best-in-class customer service.
-Attention to detail with emphasis on organizational skills
-Ability to work with all levels of internal management and staff, as well as outside clients and vendors

Required Qualifications
HIPAA trained and /or the ability to work with and protect extremely confidential patient and employee information
Working knowledge of the healthcare industry

Educational Requirements
High school diploma or equivalent

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