Job Details

At Biologics by McKesson, our mission is to simplify access to medication and deliver personalized care that helps patients achieve the best-possible outcomes — one patient, one partner, one therapy at time.

The Customer Service Representative isan important role in the Pharmacy Operations and is responsible forhandling inbound and outbound pharmacycalls, scheduling refill deliveries when needed and directing calls to appropriate personnel. The ideal candidate is a well-spoken, enthusiastic, and organized person with the ability to provide high level of customer service to our patients, clinicians, and clients.

Hours of work:

Monday- Friday

Shifts between 8 am- 8 pm

Responsibilities

• Primary resource for inbound telephone calls to minimize workflow interruptions due to non-clinical related customer inquiries, such as general prescription status or financial information. 

• Handle inbound and outbound calls to schedule medication delivery and payment so that accurate information is included in their profile and distribution can successfully send their package in a timely manner

• Directly responds to customer inquiries when appropriate or routes calls to the appropriate staff to ensure prompt resolution/customer satisfaction. 

• Update concise progress notes to ensure other roles within the workflow are able to quickly assess the status of the referral

• Provides customer service through manipulation of management information system to answer questions regarding refill needs, providing status of pending/shipped prescriptions, verify insurance information and provide copies of invoices upon request.

• Answer patient questions and concerns during refill scheduling and transfer to the clinical team (pharmacists and nurses) when appropriate

• Identify and report adverse events (AEs) and product complaints (PCs) to clinicians to ensurepatient’s safety

• Perform other duties as assigned (above tasks may vary slightly depending on the specificteam/program requirements.)

Minimum Requirement

• Typically requires 1+ years of related experience.

Additional Skills

• High School Diploma or GED with minimum of associate degree preferred

• Experience working with management information systems to effectively address customer needs

• Proficiency in Microsoft applications

• Excellent verbal and written communications

• Professional telephone manner

• Strong attention to detail

• Customer service experience preferred

• Medical office experience / knowledge of medical terminology preferred