Primary Duties

Patient Outreach

Conduct & handle high-volume outbound and inbound calls with patients, providers, and pharmacies using established scripts and protocols while meeting and sustaining performance goals (i.e. calls/hour, call quality, etc.)

Collaborate with patients to actively problem-solve, identify and remove barriers to medication adherence (i.e. cost, forgetfulness, or lack of perceived need) and/or escalate clinical barriers to a pharmacist

Overcome patient objectives and reluctance through influence, empathy, and  education to secure patient commitment to medication adherence.

Proactively coordinate with medical providers or pharmacies as needed to ensure prescription refills occur as scheduled.

Accurately document all interactions, outcomes, and identified barriers in appropriate systems.

Process Improvement, Learning & Collaboration

Identify opportunities to enhance pharmacy workflows and processes

Participate in training and peer-to-peer learning opportunities to build subject matter expertise in pharmacy quality metrics (e.g., STARs)

Provide feedback, share best practices, and assist employees to support achievement of program, departmental, and organizational goals

Other duties as assigned 

Minimum Qualifications

High School Diploma

Minimum 1 year of experience in a call center environment providing patient outreach

Regular and predictable attendance; Ability to work any shift between 8 AM - 7 PM EST with the potential for evening and Saturday coverage as dictated by business needs

Excellent verbal communication, active listening, and negotiation skills

Ability to overcome objections and build rapport with patients or customers

Proficient with call center platforms and electronic health records (EHR) platforms

Proficient in Microsoft Excel and Google Sheets

Ability to work in a fast paced environment and adapt quickly to change

Strong organizational skills with an attention to detail and accuracy

Must have access to reliable high speed internet connection

Preferred Qualifications

Associate’s Degree

Pharmacy Technician Certification (CPhT or ExCPT) or Active Pharmacy Technician License in any state

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer