Customer Service Representative

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Deliver 24-hour assistance to pharmacy and ambulatory infusion suite facilities nationwide.

• Assess urgent clinical inquiries from patients, caregivers, and referral sources, directing them to the relevant on-call clinicians and pharmacy personnel.

• Conduct follow-up calls until the needs of the caller are fully addressed.

• Accurately document calls in the electronic medical record system.

• Assist with data entry and management of new patient referrals across multiple locations.

• Ensure prompt responses to referral sources and foster effective communication with local Patient Registration teams.

• Achieve standardized performance metrics for calls and referrals.

• Share coordination-of-care information with team members, patients/caregivers, referral sources, and home health agencies.

• Maintain organized filing systems for document tracking and patient management/follow-up.

• Adhere to applicable laws, accrediting requirements, and company policies.

• Safeguard the confidentiality of patient information.

• Complete assigned projects and fulfill required training.

• Execute other duties as assigned.

⛳️ Requirements

• High school diploma or GED is mandatory.

• Minimum of one year of prior call center experience is required.

• Proficient in Microsoft Office Suite.

• Strong keyboarding abilities.

• Excellent interpersonal and communication skills.

• Capability to collaborate effectively with branch departments and team members.

• Ability to foster a compassionate, caring, customer service-oriented environment.

• Familiarity with computerized information systems.

• Dedicated, quiet workspace free from distractions, ensuring the security and privacy of patient information and calls.

• Proficiency in reading, analyzing, and interpreting information pertinent to assigned responsibilities.

• Competence in operating information systems, adhering to policies, completing required forms, and preparing reports.

• Skill in effectively presenting information and addressing inquiries from referral sources, managers, patients, employees, payers, and the general public.

• Ability to perform calculations involving figures and quantities, such as supply amounts.

• Capacity to identify problems, gather data, establish facts, and draw valid conclusions.

• Associate’s or Bachelor’s Degree is preferred.

• Three years of relevant healthcare experience is preferred.

🏝️ Benefits

• Medical, Dental, & Vision Insurance.

• Paid Time Off.

• Bonding Time Off.

• 401K Retirement Savings Plan with Company Match.

• HSA Company Match.

• Flexible Spending Accounts.

• Tuition Reimbursement.

• myFlexPay.

• Family Support.

• Mental Health Services.

• Company Paid Life Insurance.

• Award/Recognition Programs.