Primary resource for inbound telephone calls to minimize workflow interruptions due to non-clinical related customer inquiries, such as general prescription status or financial information.
Handle inbound and outbound calls to schedule medication delivery and payment so that accurate information is included in their profile and distribution can successfully send their package in a timely manner.
Directly responds to customer inquiries when appropriate or routes calls to the appropriate staff to ensure prompt resolution/customer satisfaction.
Update concise progress notes to ensure other roles within the workflow are able to quickly assess the status of the referral.
Provides customer service through manipulation of management information system to answer questions regarding refill needs, providing status of pending/shipped prescriptions, verify insurance information and provide copies of invoices upon request.
Answer patient questions and concerns during refill scheduling and transfer to the clinical team (pharmacists and nurses) when appropriate.
Identify and report adverse events (AEs) and product complaints (PCs) to clinicians to ensure patient’s safety.
Perform other duties as assigned (above tasks may vary slightly depending on the specific team/program requirements.)