Description

Amber Pharmacy is a rapidly growing specialty pharmacy serving patients across the country. We serve 500 hospitals, and serve patients from Maine to California. During 2020 we opened 10 new pharmacies to serve patients. Our home is Omaha, Nebraska where we were founded. Our employees are professionals whose services and expertise earned us the distinction of the 2020 National Association of Specialty Pharmacy of the Year award. We are looking for a Customer Service Representative to offer top of the line service to our patients. 

Position Description:
Responsible for customer service activities and support of specifically assigned clients and customers. Responsible for inbound and outbound patient phone calls, prescription refill reminders calls, documentation of patient interaction, facilitation of patient to pharmacist consultations, patient enrollment functions, and assisting with patient needs and requests.  We call these employees our Care Coordinators as they ensure the patient is welcomed and their needs are filled. 

Primary Responsibilities:
General duties include but are not limited to:

1.Conducts prescription refill reminder calls. 

2.Responsible for inbound and outbound patient phone calls.

3.Facilitates patient to pharmacist consultations.

4.Provides assistance with all patient needs and requests.

5.Demonstrates expert customer service.

6.Uses problem solving skills to offer support to patients calling in; obtains and evaluates relevant information and provides quick resolutions to questions, concerns, and problems; provides follow-up when appropriate.

7.Keeps records of client/customer interactions and transactions. 

8.Identifies and reports to direct supervisor on all call exceptions, positive or negative, and proposes actions, if necessary, to be taken in response to the exception.

9.Supports the development of methods of communication and coordination with pharmacy operations to ensure timely and accurate fulfillment of orders for patient requests and clients.

10.Responsible for monitoring and processing all orders and requests received via the website and by assigned clients/customers; communicates and coordinates with the appropriate personnel.

11.Works closely with direct supervisor to improve assigned customer experience on the website.

12.Participates in team meetings to ensure company service objectives are being met.

13.Communicates all aspects that can assist the Sales Team as it relates to assigned customer retention and growth. 

14.Audits own performance and recommends objectives and standards of performance.

These are some of the essential functions of the job.  We provide you will the knowledge and support to be successful.  

What we are looking for from our candidates:

• -Experience or the Ability to learn MS Excel, Word, and Outlook.
• -Ability to operate software to provide best-in-class customer service.
• -Attention to detail with emphasis on organizational skills.
• -Ability to listen to patients, and assist them with their needs, and get them the support they are seeking.
• -Ability to work with all levels of internal management and staff, as well as outside clients and vendors. 

Preferred Qualifications

Experience in the healthcare industry and familiarity with HIPPA. 

Customer service experience is a plus. 

What we offer you:

• Medical, dental and vision benefits
• Paid time off
• Paid holidays
• 401(k)
• Paid training 

Educational Requirements
High school diploma or equivalent