Montgomery County, PA30+ days ago
Receive, Handle, and Triage calls/interactions accordingly based on client's needs including but not limited to: • Assessing refill needs • Scheduling delivery of medications • Copay collections • Package & delivery tracking • Obtaining payer/copay card information • Status updates of orders • Receiving/relaying information to the client • Practice First Call Resolution by identifying and assessing client needs to work towards a satisfactory solution • Assess for clinical escalation to pharmacist where appropriate • Accurately research and document all interactions within the Electronic Medical Record (EMR) per departmental policy and guidance • Access EMR and other software to answer, coordinate, track, and monitor interactions across multiple channels of communication. Competency Description Maintain knowledge of and comply with regulatory guidelines set forth by the State Board of Pharmacy, FDA, DEA, DHS, Medicare, TJC, and URAC as applicable to functional role Demonstrated ability to listen skillfully, accurately collect & document relevant information, and build relationships and trust with clients Knowledge of and ability to utilize practices, tools, and techniques for communicating with a client Knowledge of the major responsibilities, accountabilities, and overall organization of the client support function or department, ability to properly support client inquiries and bring problems to a timely resolution.