Job Description
Job Description
The Call Center Specialist is an office-based position that plays a key role in patient and provider customer service. The Call Center Specialist is the first point of contact for Alivia Specialty Pharmacy customers. The Call Center Specialist ensure patient satisfaction through personal attention, and an efficient, transparent and simple process from end to end.
Call Center Specialists answer and document In Bound calls. They must answer questions and inquiries, troubleshoot problems, provide information and handle complaints regarding the organization’s products or services. Call Center Specialists may be required to make outbound calls to follow up with patients and HCP offices.
Responsibilities include, but are not limited to:
- Answering phones from customers professionally and responding to customer inquiries.
- Routing inbound calls to the appropriate resources.
- Following up complicated customer calls where required.
- Researching required information using available resources.
- Handling and resolving customer complaints.
- Identifying, escalating priority issues and reporting to the high-level management.
- Completing detailed and specific call notes as necessary, updating them in CPR+.
- Obtaining documenting and reporting relevant data to handle complaints and inquiries.
- Managing administration, communicating and coordinating with internal departments.
- Meet management’s production standards, whether quantitative or qualitative
- Other analogous duties may be assigned from time to time as needed by Alivia.
Minimum requirements:
- Great communicator at all levels, including but not limited to physicians, office staff, patients and their caregivers;
- Able to work effectively in team matrixes with limited supervision;
- High School Diploma required, Pharmacy Technician Associate’s Degree preferred;
***EEOC F/M/D/V***