Aurora, Co - Onsite

Full Time - Daylight Shift 

Must have occassional weekend availability

$20.00/hr

Grane Rx is currently hiring a Customer Service Associate who serves internal and external customers by determining requirements, answering inquiries, resolving problems, fulfilling requests to ensure excellent service standards and maintain high customer satisfaction by using the “WE CARE” customer service promise.

KEY RELATIONSHIPS

The Customer Service Associate reports directly to the Customer Care Call Center Supervisor.  This position works in a shared services environment, which includes customer service, order entry, and pharmacists. This position works with team members and management in Pharmacy Operations, Medical Records, Consultant Pharmacists, Consultant Nurses, Billing, and Inventory.  This position also works with nurses, doctors and patients.

• Triage incoming documents and assign to appropriate folder after making sure all pertinent information is contained on document i.e., facility name, resident name, physician name, etc.
• Triage incoming emails using Salesforce platform and handle requests as appropriate
• Effectively manage large amounts of incoming calls from internal and external customers, triage issues/questions and direct to appropriate areas if unable to resolve/answer.
• Spends 85% of shift available to take incoming calls
• Make outbound calls to facilities, courier service and back up pharmacies as needed and as requested by pharmacist(s) or management team.
• Document all call information that requires action by team member – record details of actions taken and any additional comments or complaints made by caller.
• Organize work flow to meet internal and external needs – calls and STATs come first.
• Identify and escalate priority issues to Pharmacist-in-Charge and/or appropriate department manager.

EXPERIENCE, SKILLS AND EDUCATIONAL REQUIREMENTS

• 6 months pharmacy or medical experience preferred, but not required
• Colorado Pharmacy Technician license required within 6 months of start date
• High School Diploma or equivalent required
• Proven customer support experience – passion for excellence with respect to treating and caring for customers
• Strong attention to details – interested in preventing errors and solving problems.
• Strong phone handling and active listening skills
• Strong work ethic and team player mindset.
• Experience using word processing, internet and e-mail, pharmacy information systems

Over 30 years Grane Rx has been an industry leader, revolutionizing long-term care pharmacy solutions and services. The company focuses on caring for thousands of assisted living and nursing home residents along with onsite clinical consulting and training. Long Term Care and PACE pharmacy solutions from Grane Rx are currently available in four states.

EOE

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