Beth Israel Deaconess Medical Center Specialty Pharmacy Call Center Representative in Westwood, Massachusetts
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Specialty Pharmacy Call Center Representative
Department Description:Our state of the art new Westwood Pharmacy just opened in October!
Job Location:Westwood, MA
Job Summary:Directs and assist patient access to the specialty pharmacy by answering, screening and processing a high volume of incoming calls in a dedicated call center.
Answers, screens and processes a high volume of calls in a professional manner. Utilizes and adheres to the phone scripts and guidelines for triaging calls. Asks appropriate questions and uses independent judgment within scope of knowledge and authority to determine the type of appointment, appropriate provider and urgency needed.
Utilizes pharmacy software applications to schedule prescription refills. Verifies and updates patients' demographic information and transfers to registration for update as needed. Obtains necessary referrals for scheduled visit and documents in system. Document appropriate payer information, including worker's compensation and auto liability.
Informs patient of necessary preparation for prescription delivery.
Records and forwards accurate messages to pharmacist, providers and staff. Triages calls for urgent information or services to appropriate staff. Responds to requests for information or assistance within scope of knowledge and authority. Resolves and responds to provider email requests in an efficient and professional manner.
Acts as a liaison with medical center departments and external providers and agencies by directing calls and messages to appropriate parties.
High School diploma or GED required.
License Mass Registered Pharmacy Tech required.
3-5 years related work experience required.
Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.
Strong typing skills 40+ wpm. Knowledge of medical and pharmacy terminology. Call Center and/or telephone customer service experience.
Specialty Pharmacy experience. Bilingual written and verbal communication skills.
Decision Making:Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
Problem Solving:Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.
Independence of Action:Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.
Written Communications:Ability to communicate clearly and effectively in written English with internal and external customers.
Oral Communications:Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.
Knowledge:Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
Team Work:Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.
Customer Service:Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
Physical Nature of the Job:
Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally