Customer Care Tier II

2nd shift (2pm-10:30pm)

RIDC PARK - Pittsburgh, Pa

POSITION SUMMARY

The Customer Care Tier II provides support to the Pharmacy Operations and Customer Care Teams. This position is located onsite at the pharmacy. A critical component of this role is to provide logistical support for all pharmacy prescriptions being delivered throughout the country. Components of this job role will incorporate process improvements, review of KPIs and courier accountability, as well has handle day to day delivery escalations. Examples of these escalations would be handling lost packages, delays due to weather, interruptions in line haul services, or communication of delays to the couriers and action plans to rectify. The Customer Care Tier II will report to the Director of Pharmacy Services.

KEY RELATIONSHIPS

The Customer Care Tier II  reports directly to Director of Pharmacy Services. 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, Customer Experience Team, Consultant Nurses, Billing, and Inventory.  This position also works with the management team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Review of PACE delivery topics and provides delivery information when needed.

• Act as an escalation for delivery concerns.
• Report on new processes or communication topics related to delivery.
• Monitor US weather pattern, work on plans to resolve delays and reroute packages.
• Establish and set up commercial air deliveries when needed
• Review established courier routes and ensure timely performance.
• Handling FedEx/UPS delays with resolution.
• Handling STAT Back Up pharmacy process
• Review of ROBO call and bad phone numbers, work with customer to resolve ongoing delivery data to improve success.
• Resolve daily delivery issues / escalations that come up.
• Participates collegially in the development of new programs, practices and educational activities.
• Ensures timely completion of maintenance logs and policy documentation.
• Positive, professional demeanor is projected through verbal and non-verbal communications.
• Interpersonal conflicts are resolved using appropriate methods and organizational resources, including but not limited to Employee Assistance Program.
• Diverse perspectives are acknowledged; language and behaviors are modeled that build inclusiveness in the work environment.
• Participates in performance improvement activities.
• Initiative is demonstrated to proactively diagnose and resolve problems.
• Change is met with positive, supportive behavior.
• Time off is scheduled to avoid disrupting workflow.
• Productive work habits are consistently displayed.
• Accountability for actions and decisions is demonstrated in daily work.
• Feedback is solicited and accepted in a positive manner.
• Constructive input is offered to support the production area.
• Perform light lifting or transporting of company assets.
• Communication with Customers.
• Follows Leader Standard Work.
• Travel to other sites to provide support, as needed.
• Duties as assigned.
  
  

EXPERIENCE, SKILLS AND EDUCATIONAL REQUIREMENTS

• Minimum 1 year of experience in pharmacy is preferred.

• Proficiency in desktop productivity tools, SaleForce, CMS, emphasis on Microsoft Office, including Excel, Word, and Outlook.
• Exhibits professional demeanor and ability to guide fulfillment technicians through workflow.
• Exhibits patience and perseverance when working with computer and automation users.
• Exhibits strong analytical and troubleshooting skills.
• Exhibits excellent communication and teamwork skills, with a strong user support orientation.
• Exhibits strong organizational skills and ability to work independently with minimal supervision.

ADDITIONAL SKILLS AND REQUIREMENTS

• Initiative and problem solving skills.
• Reliability
• Ability to multi-task, prioritize and manage time effectively.
• Ability to use good judgment.
• Attention to detail and accuracy.
• People skills
• Teamwork
• Ability to read, write, speak and comprehend English.
• Excellent communication skills.
• Completion of all workflow steps.
• Ability to work in a fast paced, challenging and technical environment.
• Reliable and consistent in timeliness, attendance and quality of work.
• Willingness to work a flexible schedule to accommodate heavy work volumes.

• Adhering to the core values of the company which include accountability, integrity, making a difference, quality, respect, stewardship, and teamwork.

Information contained in this description represents the general nature of work being performed.  This is not an exhaustive list of all responsibilities, duties and skills required for the position.  Reasonable accommodations will be considered in appropriate circumstances; however, as the nature of an accommodation may vary depending on the needs and desires of an individual with a disability, it is impossible to describe in advance specific accommodations that will be considered.

NOTE: Company management reserves the right to amend and revise responsibilities to meet business and organizational needs.

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