What are the responsibilities and job description for the OPRX Call Center Representative position at SUNY Upstate Medical University?
Job Summary:
The OPRX Call Center Representative answers all incoming lines to the Call Center (phone, web chat, email, fax, text) for all outpatient pharmacy locations. By utilizing directories and active listening, the Representative will accurately and efficiently discern the callers needs and appropriately assist. The incumbent will utilize several information systems and will interact with all outpatient pharmacy areas. Assists callers with complaints by gathering information to send a message to the appropriate Associate Director of Pharmacy via e-mail or phone. Provide one call resolution, demonstrating excellent customer service and problem-solving skills, while assisting customers and providing general information about outpatient pharmacy programs and services. Presents a positive responsive image to all callers, be articulate, and demonstrate excellent customer service skills while building a rapport with callers from diverse cultural backgrounds. The incumbent must also maintain professional tone, spoken and written, at all times.
Minimum Qualifications:
Associate's degree and two years of relevant health care or call center experience (preferably in a pharmacy, hospital or medical call center setting) or equivalent combination of education and experience required. National Pharmacy Technician Certification within 18 months of hire required. Excellent written/oral communication, interpersonal, organizational, conflict resolution, and computer skills required. Ability to multitask.
Preferred Qualifications:
Experience with healthcare insurance prior authorization/coding and performing insurance carrier/managed care review preferred.
Work Days:
Monday - Friday between 8:00am and 6:00pm Holidays and weekends as needed based on operational need.
Message to Applicants:
Recruitment Office: Human Resources
