Job Description

JOB DESCRIPTION:

PharmScript is one of the nation’s leading pharmacies, partnering with long-term and post- acute care facilities to supply medications to thousands of residents and patients. When you join the PharmScript family, you join the ranks of more than 1,700 dedicated people across the country who help to get safe, accurate, and timely medication to those who need it most.

We’re looking for a Customer Service Lead to join our PharmScript team within our Customer Service department. In this role, you will provide workflow guidance, reinforced training of the business processes, monitor of productivity and wellness checks. In addition, assist customer service operations by triaging requests per priority, along with providing inter-departmental support within the organization. This role also includes the following: research and resolve medication order issues, provide exceptional customer service support, along with supporting customer service supervisors in their day-to-day operations.

The ideal candidate will have strong attention to detail and is an effective communicator. They are always a team player, eager to jump in where needed and collaborate with others to support the goals of the pharmacy and needs of customers.

Key Responsibilities:

•    Monitor workflow flow and manage break/lunch staffing accommodations.

•    Utilize control tools to manage resources, attendance, productivity and document accordingly.

•    Participate in employee engagement exercises and conduct wellness checks.

•    Attend leadership and strategy meetings.

•    Flexibility in schedule to provide added coverage.   

•    Triage customer service requests by department, urgency and information/response required.

•    Assist Customer Service Supervisors, as necessary.

•    Field customer complaints, issues and escalate concerns accordingly. 

•    Assist in workflow as needed. 

•    Obtain information, explain available products or services. 

•    Respond to inquires and requests for assistance. 

•    Collect, prioritize and sort incoming faxes to the appropriate department, respectively. 

•    Communicate with other pharmacy departments via email, phone or fax regarding patient changes received from facilities. 

•    Coordinate/manage ‘STAT’ order process (check e-kit lists). 

•    Assist team members/department as needed to meet workflow deadlines and/or complete projects. 

•    Processing of verbal requests for medication.

•    Providing status or confirmation of medication delivery.

•    Troubleshooting and generate, along with follow up on service tickets on behalf of staff.

•    Outgoing clarifications of medication orders and patient demographic data.

•    Coordination of incoming Medication Orders both via fax and by electronic interface.

QUALIFICATIONS:

•    High School diploma or equivalent 

•    Must be registered Pharmacy Technician in applicable states.

•    Previous Retail Pharmacy and Hospital Pharmacy experience accepted.

•    Knowledge of Brand Name/Generic medications.

•    Moderate to advanced computer skills required.

•    Professional demeanor with excellent communication skills.

•    Strong Framework/DocuTrack knowledge preferred. 

•    Good oral communication skills. 

•    Strong interpersonal skills and well-developed verbal and written communication skills. 

•    Ability to interpret data into useful information. 

•    Ability to maintain composure on the phone when handling customer calls. 

•    Ability to work independently, meet deadlines and be flexible. 

•    Ability to read, write, speak and understand English. 

•    Effective multitasking. 

•    Ability to work in a fast paced, rapidly changing environment. 

SKILLS AND ABILITIES:

•    Strong problem-solving skills

•    Effective communicator

•    Quick and independent learner

EEO Statement:

PharmScript is fully committed to employing a diverse workforce. We recruit and retain talented individuals without regard to gender, race, age, marital status, disability, veteran status, sexual orientation and gender identity or any other status protected by federal, state or local law.

EO/Minorities/Females/Disabled/Veterans

Company Description

About PharmScript PharmScript is one of the nation’s leading pharmacies, partnering with long-term and post-acute care facilities to provide medications and supplies to more than 125,000 residents and patients. When you join the PharmScript family, you join the ranks of more than 1,700 dedicated associates across the country who ensure that medications reach those who need it most in a safe, accurate and timely manner. PharmScript is a place where you can grow, thrive, and launch your career. Join us and discover the difference you can make.