Licensed Pharmacy Customer Care Representative

Job Summary:

Founded in 1985, SelectQuote provides solutions that help consumers protect their most valuable assets: their families, health and property. SelectRX, a subsidiary of SelectQuote, is prioritizing important population health initiatives focused on actively managed, high-touch patient experience by improving patient engagement and health literacy, simplifying the healthcare journey and facilitating better healthcare options through value-based partnerships.

SelectRX is a high touch, technology-driven specialized medication management pharmacy. We engage virtually with patients to ensure accurate prescription records are maintained in order to achieve improved prescription drug adherence. SelectRX does this by providing a personalized clinical approach driven by a robust technology platform to track adherence with a world-class pharmaceutical packing and distribution facility.

Job Summary:

The Pharmacy Customer Care Representative – Retention (CCR Retention) is the first line of communication for our patients, their family and caregivers, healthcare providers, and referral sources. The CCR Retention interacts with patients over the phone (inbound & outbound calls) to discuss/coordinate all pharmacy related items in regards to cancelling their services. This position requires a licensed Pharmacy Technician to help assist with concerns around cancelling services as it relates to prescription refills, delivery status, update demographic, and address any other issues. Typical calls that can be initiated/ received by CCR’s are: inbound calls, outreach calls, and transfers from other departments. Our focus is providing excellent customer service with empathy and compassion and to use knowledge and understanding of pharmacy processes to retain a patient and their continued services with SelectRx. Each interaction with an individual is a conversation in which the outcome should always result in 100% satisfaction every time.

Supervisory Responsibilities:

This position has no direct supervisory responsibilities.

Duties/Responsibilities:

• Answers incoming calls from patients, caregivers, physicians, hospitals, and referral sources/ affiliated partners and respond to questions while researching required information and using all available resources
• Assists approximately 60-80 inbound/outbound customers, physicians, and provider calls per day in a busy call center/ pharmacy environment
• Answers patient’s questions/concerns regarding their medications and refer to a pharmacist where needed.
• Follows up with customers or expediting calls to the appropriate channels
• Provides patients with order status updates (fulfillment & delivery), proof of deliveries.
• Assists patients with order changes/cancellations, return authorizations, and redo/reship requests
• Accurate data entry of all patient demographic information
• Resolution of insurance, adjudication, billing or medication fulfillment issues
• Communicates with production team (order entry, fulfillment, and clinical) to engage compliance and address any questions or concerns as noted during patient communication
• Proactively investigates and resolves patient related issues to ensure maximum patient retention and high standards of customer service
• When necessary, follows up with customers or expediting calls to appropriate channels
• Documents all patient calls in SelectCare 3.0, Pioneer, Smartsheets, and anywhere else notes must be duplicated.
• Accepts direction from CCR Supervisor, Pharmacists, and Leadership regarding various elements of the MMP Program
• Enters and retrieves data from the pharmacy operating systems and customer relationship management systems
• Move accounts through patient lifecycle workflow
• Obtain a minimum of 20% retention rate for accounts worked.

Required Skills/Abilities:

• Ability to operate a computer, computer software, and basic office equipment
• Ability to operate a multi-line telephone system
• Skilled in answering a telephone in a pleasant and helpful manner
• Ability to read, understand, and follow oral and written instructions
• Ability to establish and maintain effective working relationships with patients, employees, and the public
• Service orientated
• Demonstrates appropriate written and oral communication skills
• High degree of interpersonal and organizational skills
• A professional attitude is a must
• Strong team player
• Reliable, outgoing and highly effective at relating to others
• Passion for helping others improve outcomes and quality of care Attention to detail and accuracy
• Ability to handle a high degree of call volume and work under pressure
• Keep track of multiple tasks
• Ability to adhere to all applicable healthcare rules and regulations
• Ability to effectively interact with all levels of management, associates, clients, and customers/ caregivers

Education and Experience:

• High school diploma or GED is required
• Pharmacy Technician license required

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer

SelectQuote Core Values:

Service: We create positive customer experiences.

Entrepreneurship: We create, innovate, & take risks.

Leadership: We build & invest in high-performing teams.

Empowerment: We embrace a changing environment.

Courage: We challenge the status quo & drive continuous improvement.

Teamwork: We help, support, & celebrate each other.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

Benefits:

It’s an exciting time to join SelectRX, a subsidiary of SelectQuote. We became a publicly traded company in 2020 with the first 100% virtual IPO (non-biotech) in American history. We have also been recognized nationally on the 2021 Top Workplaces USA list and by the Kansas City Business Journal as a 2020 Best Places to Work honoree. SelectRX strives to be a one-stop-shop for Senior Health Information needs, including Medicare Plan Benefits, Healthcare Literacy, Value-Based primary Care, Prescription Drug Management and Patient Engagement.

Full-time employees are eligible for medical, dental, vision, voluntary short-term disability, company-paid long term disability, company-paid life insurance and accidental death & dismemberment (AD&D), 401(k) + company match and 100% vesting after 4 years, discretionary profit sharing, employee stock purchase program (espp), paid time off, floating holidays, paid maternity leave, paid parental bonding leave, tuition reimbursement, jury duty pay, and other paid leaves vary based on work location.