Patient Care Representative I

Department: Operations
Reports To: Customer Service Manager
FLSA Status: Nonexempt

SUMMARY

The Patient Care Rep I is responsible for assisting patients and/or clinicians with questions, quotes, orders, insurance information and/or anything pertaining to patient data. Customer service to the patient is highly emphasized.  A PCR’s responsibility is to conduct oneself in a caring, honest, and ethical manner; through accountability and teamwork, meet the needs and expectations of our stakeholders.

KEY ACCOUNTABILITIES

• Provide a patient advocacy approach with every customer contact (patient, doctor, pharmacist, patient caregiver) so that the customer recognizes you as an active liaison between the patient, the doctor and the pharmacy and as a provider of helpful information.
• 33% importance to the job
• Measured by: Call monitoring scores, customer feedback

• Provide accurate and timely follow-through on all call tasks and commitments and ensure that communications are clear, proper action is taken and all internal processes are followed.
• 34% importance to the job
• Measured by: Call monitoring scores, customer feedback, internal audit

• Manage a high level of productivity while maintaining quality and providing an empathetic and supportive experience to the patient by controlling the patient conversation, learning and applying effective and efficient strategies and processes and multi-tasking while conversing.
• 33% importance to the job
• Measured by: Call monitoring scores, customer feedback, internal audit

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to successfully complete background check and drug screen.

EDUCATION and/or EXPERIENCE

Two (2) years college and/or 2-4 years related experience and/or training desired; or equivalent combination of education and experience. Experience should include knowledge of practices and procedures commonly used within a particular field.  Primary job functions do not typically require exercising independent judgment.

PROFESSIONALISM/BEHAVIOR

Employee must conduct him/herself in a professional manner at all times. This includes adhering to the Company’s dress code/policy and maintaining a professional tone, attitude and demeanor towards co-workers and clients.

LANGUAGE SKILLS

Ability to read and comprehend complex instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations; relies on instruction and pre-established guidelines.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Must possess good phone skills and ability to effectively communicate with customers.
2. Responsible for handling inbound calls, with ability to determine customers’ needs and handle accordingly using prescriptions and/or other communications provided by clinical staff.
3. Ability to quote pricing.
4. Ability to set up accurate quotes; be knowledgeable in supplies, insurance billing methods, general shipping information and to taking appropriate action for handling.
5. Ability to process all manage care patients/special handling patient accounts in accordance to set policy and procedures.
6. Ability to properly utilize all Siebel system for maximum efficiencies.
7. Ability to resolve patient's questions and concerns regarding prescription order.
8. Ability to keep to assigned work hours.  Regular attendance is an essential element of the job.
9. Comply with all company policies.
10. Keep a clean, orderly, and safe work station.
11. Any other duties assigned by management.

Pharmacy Technician I

Department: Client Operations
Reports To: Pharmacy Manager
FLSA Status: Nonexempt

SUMMARY

Under the supervision of the Pharmacy Services Manager (PSM) and the staff pharmacists, the pharmacy technician will assist in basic preparation, stocking and dispensing of pharmacy orders.  To conduct oneself in a caring, honest, and ethical manner.  Through accountability and teamwork, meet the needs and expectations of our stakeholders.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to successfully complete background check and drug screen.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); at least 6 months to 1 year related experience and/or training; or equivalent combination of education and experience; prior experience preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

PTCB certified technician, if applicable to state regulations, Registration with the board of pharmacy if applicable to state regulations.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL ABILITY

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PERFORMANCE MEASUREMENTS

Technicians will be evaluated by the quality and quantity of their work product.

Quantity measurement scale:

Evaluation of quantity of work produced by technician outside of dispensing as defined by pharmacy manager.  Manager will also evaluate quantity typed in relation to peers.

Quality measurements will be based on the following:

• Accuracy of orders processed by technician
• Accuracy billing corrections processed by technician
• Accuracy of communication with customers
• Accuracy of compounded medications and corresponding logs if applicable
• Accuracy of inventory if applicable

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Enter prescription into computer, count and pour prescribed tablets and capsules, and prepare prescriptions for labeling by the pharmacist.
2. Assist pharmacist in preparing to dispense medication.
3. Receive and stores incoming supplies.
4. Count stock to maintain inventory records
5. Solves problems associated with third party adjudication.
6. Process records of dispensed medication and equipment dispensed to customer, and enter data in computer.
7. Maintain refill log book and amend applicable prescriptions
8. Assists Pharmacy Services Manager and Staff Pharmacist as assigned.
9. Keep assigned office hours. Regular attendance is an essential element to the job.
10. Keeps a clean, safe, and orderly workstation.
11. Assists management in any other duties as assigned.
12. Comply with all company policies.