Scope of Responsibilities: Works under general supervision. Follows standard procedures to accomplish assigned tasks. May assist in orienting and training employees.

Job Summary: Entry Level Position. Works under direct supervision following the protocols and procedures for assessing, categorizing, and prioritizing incoming customer/patient inquiries to direct them to the appropriate resources or personnel for resolution. This role is crucial to managing call volume, ensuring efficient service delivery, and improving patient satisfaction.

• Help Desk phone coverage for incoming calls, outbound calls and directing incoming calls to appropriate staff members
• Manage and assist with prescription processing as needed, when not taking patient inbound calls
• Responsible for quickly and efficiently evaluating the nature, urgency, and complexity of patient calls
• Directing calls to the correct department, team, or individual based on the assessed patient needs
• Provides resolution to customer service issues to ensure member satisfaction as needed
• Maintain and keep reasonable production as determined by supervisor
• May assist in orienting and training new employees
• Responsible for completing all mandatory and regulatory training programs
• Perform other duties as assigned

Job Skill Requirements:

• Exceptional phone and listening skills.
• Exceptional written and verbal communication skills
• Excellent computer and keyboarding skills
• Time Management Skills: Prioritizing and managing a high volume of calls while maintaining accuracy
• Technical Proficiency: Understanding and utilizing relevant software, databases, and tools
• Teamwork and Collaboration: Collaborating effectively with other team members
• Empathy and Patience: Demonstrating empathy and patience when dealing with patients, especially during challenging situations
• Excellent organizational skills

Educational Requirements:

• Minimum: High School Diploma or GED
• Preferred: Pharmacy technician or related certification

Experience: 

• Experience in a customer service-related field
• Preferred: 6-12 months’ experience as a pharmacy technician

Required (Mississippi Employees):

• Registered with the State of Mississippi as a Pharmacy Technician