Hybrid Call Center Representative

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Job description

Amber Specialty Pharmacy is a rapidly growing specialty pharmacy serving patients across the country! We were founded in Omaha, Nebraska and maintain our headquarters here. During 2020 we opened 9 new pharmacy locations from Maine to Mississippi- joining our existing 12 locations from California to Virginia. Our employees are professionals whose services and expertise earned us the 2020 Specialty Pharmacy of the Year Award from the National Association of Specialty Pharmacy.

The ideal candidate will be trained on-site and after 30 days of employment, you will be eligible to work remotely!

As an employee of Amber Specialty Pharmacy you have an attractive core benefit plan, plus extras like paid parental leave, competitive 401(k) match and vesting period, paid time off, and a grocery discount through our Parent Company: Hy-Vee. Learn more about the need for another Call Center Representative below:

Job Description:
Responsible for the day-to-day customer service activities and support of specifically assigned clients and customers. Responsible for inbound and outbound patient phone calls, prescription refill reminders calls, documentation of patient interaction, facilitation of patient to pharmacist consultations, patient enrollment functions, and assisting with patient needs and requests.

Primary Responsibilities:

1.Conducts prescription refill reminder calls.

2.Responsible for inbound and outbound patient phone calls.

3.Facilitates patient to pharmacist consultations.

4.Provides assistance with all patient needs and requests.

5.Demonstrates expert customer service.

6.Uses problem solving skills to offer support to patients calling in; obtains and evaluates relevant information and provides quick resolutions to questions, concerns, and problems; provides follow-up when appropriate.

7.Keeps records of client/customer interactions and transactions.

8.Identifies and reports to direct supervisor on all call exceptions, positive or negative, and proposes actions, if necessary, to be taken in response to the exception.

9.Supports the development of methods of communication and coordination with pharmacy operations to ensure timely and accurate fulfillment of orders for patient requests and clients.

10.Responsible for monitoring and processing all orders and requests received via the website and by assigned clients/customers; communicates and coordinates with the appropriate personnel.

11.Works closely with direct supervisor to improve assigned customer experience on the website.

12.Participates in team meetings to ensure company service objectives are being met.

13.Communicates all aspects that can assist the Sales Team as it relates to assigned customer retention and growth.

14.Audits own performance and recommends objectives and standards of performance.

Employees work one Saturday a month with advanced scheduling, but will get a day off during the week. We offer PTO, paid Holidays, employee appreciation events, education assistance at Bellevue University, health benefits, short term disability, long term disability, and other personalized benefits.