Customer Care Associate 

POSITION SUMMARY

The Customer Care Associate position 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 Care Associate reports directly to the Director of Pharmacy Services.  This position works with customer service, order entry technicians, and pharmacists. This position works with team members and management in Pharmacy Operations, Medical Records, Consultant Pharmacists, Consultant Nurses, Billing, Inventory, and Logistics.  This position also works with the PACE Center staff, LTC facility staff, nurses and practitioners.

ESSENTIAL DUTIES AND RESPONSIBILITIES

(With minimal supervision)

• Triage queues -assign to appropriate folder after making sure all pertinent information is contained on document
• Utilize Customer relationship management (CRM) tools to triage and respond to customer inquiries and needs.
• Effectively manage 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 call.
• Make outbound calls to PACE Centers, LTC Facilities, courier service, logistics companies and back up pharmacies as needed and as requested by pharmacist(s) or management team.
• Organize work flow to meet internal and external needs – calls and STATs come first.
• Run no refill report as assigned on Monthly Calendar to request renewal prescriptions from centers.
• Identify and escalate priority issues to Pharmacist-in-Charge and/or appropriate department manager(s). Examples: cycle box delivered to incorrect member(s), pain medication not delivered and facility upset and emergency verbal requests, etc.
• Track deliveries through vendor portals, via phone, or other methods of communication. Relay this information to key stakeholders, including pharmacy, facility, and center management.
• Review and follow up on owe book (meds that are not in stock and being ordered).
• Make member status changes in pharmacy systems by changing dispense type and nursing station. (Transfer member from home to skilled nursing center and transfer from skilled nursing center back to member’s home.)
• Document all call information that requires action by team member – record details of actions taken and any additional comments or complaints made by caller.
• Remain calm and professional when faced with emotional or frustrated customers.
• Follow procedures, guidelines/SOPs to ensure compliance is maintained.
• Competent in software systems that include SalesForce, FrameworkLTC, FrameworkECM, Omnicell, and Automated Packaging System.
• Additional duties as assigned by manager

EXPERIENCE, SKILLS AND EDUCATIONAL REQUIREMENTS

• 6 months pharmacy or medical experience preferred.

• High School Diploma or equivalent required.

• Customer orientation and ability to adapt/respond to different types of calls.
• 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 contact handling and active listening skills.
• Strong work ethic and team player mindset.

• Experience using word processing, spreadsheet, database, internet and e-mail, pharmacy information systems required.

ADDITIONAL SKILLS AND REQUIREMENTS

• Ability to read, write, speak and comprehend English.
• Ability to use good judgment.
• Ability to work in a fast paced, challenging and technical environment.
• Ability to work with teams.
• Active listening skills.
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• Attention to detail and accuracy.
• Attention to detail and completion of all workflow steps.
• Customer service orientation.
• Excellent communication skills – verbal and written.
• High energy level.

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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