Position Summary

Support the Pharmacy operations by providing a series of routine services required by manufacturers and regulators related to patients' privacy and consent to treatment, working within the limits of prescribed routines. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety.

Essential Job Functions

• Respond to incoming calls from current patients and prescribers' offices, as primary representative to ensure continuity and maintenance of therapy while building trusted and enduring customer relationships that yield loyalty
• Facilitate communication between internal team, patients and prescribers' offices to support patients' therapy compliance through transmittal of status updates, template letters, etc.
• Document case activity, communications and correspondence in computer system to ensure completeness and accuracy of patient contact records and also in compliance with regulatory requirements and organization's procedures
• Teleconference with patient or patient's provider and conduct the initial adherence call and schedule the delivery of prescription
• Explain the benefits of utilizing Kroger Specialty Pharmacy, and coordinate follow up consultation by Pharmacist or Clinical Nurse as necessary
• Obtain verbal consent from patients or caregivers
• Facilitate patient enrollment with manufacturer Hubs when required
• Complete a series of assessments mandated by manufacturer contracts
• Advise patients and caregivers of financial obligations and copayments and process and safeguard credit card transactions
• Follow appropriate protocol for non-compliant patients, and when discharging patients from service
• Perform or assist with any operations, as required to maintain workflow and to meet schedules and quality requirements
• Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, and policies
• Perform other related duties as assigned
• Must be able to perform the essential job functions of this position with or without reasonable accommodation

Minimum Position Qualifications

• High School Diploma or GED
• Any additional specialized training in general office routines and computer and software operation
• 1 year of telephone high touch, high quality customer service experience involving computer skills preferably in healthcare customer service
• Ability to demonstrate excellent oral and written communication skills by showing the ability to speak clearly, effectively, and quickly
• Ability to connect with patient/client in a positive and meaningful way to ensure their comfort with the services we are providing
• Ability to focus on the customer and adapt conversations and interpersonal skills to fit the communication style of the caller
• Ability to communicate clearly, be understood, and have the caller feel you are an advocate for them, willing to go above and beyond for them
• Ability to follow protocols and repetitive procedures to ensure compliance by organization

Desired Previous Experience/Education

• Pharmacy Technician Certification

#RXSourcing

Job Type: Full-time

Pay: $19.00 - $22.75 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Opportunities for advancement
• Paid sick time
• Paid time off
• Parental leave
• Prescription drug insurance
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work setting:

• Call center
• Hybrid remote
• Temporarily remote

Ability to commute/relocate:

• Garden Grove, CA 92841: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Preferred)

License/Certification:

• Pharmacy Technician License (Preferred)

Work Location: Hybrid remote in Garden Grove, CA 92841

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