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  • ID
    #10835601
  • Job type
    Full-time
  • Salary
    TBD
  • Source
    Kroger Specialty Pharmacy
  • Date
    2021-03-06
  • Deadline
    2021-05-05

Vacancy expired!

Job Description

Position Summary:

Support the Pharmacy operations by providing a series of routine services required by manufacturers and regulators related to patients’ privacy and consent to treatment, working within the limits of prescribed routines.

Essential Functions:

Respond to incoming calls from current patients and prescribers’ offices, as primary representative to ensure continuity and maintenance of therapy while building trusted and enduring customer relationships that yield loyalty. Facilitate communication between internal team, patients and prescribers’ offices to support patients’ therapy compliance through transmittal of status updates, template letters, notifications of triage or transfer, and other similar actions designed to maintain effective and efficient response and superior service quality. Document case activity, communications and correspondence in computer system to ensure completeness and accuracy of patient contact records. Ensure that work activities are conducted in compliance with regulatory requirements and the organization’s defined standards and procedures, and in a manner that provides the best available level of service and quality. Ensure that caller’s needs are met, address questions and concerns and escalate issues involving complex clinical matters to Clinical Team as appropriate. Teleconference with patient or patient’s provider and conduct the initial adherence call and schedule the delivery of prescription. Explain the benefits of utilizing Kroger Specialty Pharmacy, and coordinate follow up consultation by Pharmacist or Clinical Nurse as necessary. Obtain verbal consent from patients or caregivers after reading a detailed script. Facilitate patient enrollment with manufacturer Hubs when required. Complete a series of assessments mandated by manufacturer contracts. Advise patients and caregivers of financial obligations and copayments and process and safeguard credit card transactions. Follow appropriate protocol for non-compliant patients, and when discharging patients from service

Other Duties:

  • Perform or assist with any operations, as required to maintain workflow and to meet schedules and quality requirements.
  • Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, and policies.
  • Perform other related duties as assigned.

Qualifications

Competency:

  • Demonstrates excellent oral and written communication skills by showing the ability to speak clearly, effectively, and quickly.
  • Demonstrates ability to connect with patient/client in a positive and meaningful way to ensure their comfort with the services we are providing.
  • Ability to focus on the customer and adapt conversations and interpersonal skills to fit the communication style of the caller. The ability to communicate clearly, be understood, and have the caller feel you are an advocate for them, willing to go above and beyond for them.
  • Shows ability to follow protocols and repetitive procedures to ensure compliance by organization.

Education/Experience Requirements:

  • High School diploma or GED equivalent required. Some college preferred.
  • Additional specialized training in general office routines and computer and software operation.
  • At least one year of telephone high touch, high quality customer service experience involving computer skills preferably in healthcare customer service.
  • Some jurisdictions where this role is performed may require that associates maintain endorsement as a Certified Pharmacy Technician and report through a Pharmacist, in addition to the above requirements.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Vacancy expired!

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