PURPOSE AND SCOPE :|
Supports FMCNA’s mission, vision, core values and customer service philosophy. Adheres to the FMCNA Compliance Program, including following all regulatory and division/company policy requirements.
Functions as the primary contact for FreseniusRx customers/patients, placing orders for the patient and collaborating and communicating with other departments to ensure satisfactory and accurate resolution of customer/patient issues and special projects. Ensures that patient pharmacy needs are fulfilled in a timely, accurate, and service oriented manner. Works with clinical staff to facilitate the completion of patient enrollment. Receives inbound calls and makes routine outbound calls to address patient questions and concerns.
DUTIES / ACTIVITIES :
CUSTOMER SERVICE :
Responsible for driving the FMCNA culture through values and customer service standards.
Accountable for outstanding customer service to all external and internal customers.
Develops and maintains effective relationships through effective and timely communication.
Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.
PRINCIPAL RESPONSIBILITIES AND DUTIES :
Responsible for acting as the primary contact between FreseniusRx customers and all FreseniusRx departments collaborating with department personnel to ensure that all of the patient’s questions and prescription needs are met while providing superior customer service.
Fields daily inbound calls and makes routine outbound calls, assisting patients, physicians, and clinical staff with understanding FreseniusRx processes, benefits of using the pharmacy, as well as addressing any questions or concerns. Consults Pharmacist for patient counseling and consults Supervisor regarding any escalated issues or complex questions, when necessary.
Contacts pertinent customers/patients on a routine/monthly basis to confirm current prescriptions, changes in prescriptions, or any additional prescriptions.
Reviews patient’s medication needs and advises of early/late refills due per prescriptions from physicians.
Verifies patient personal and insurance information and notifies them of co-pay responsibility. Escalates questions related to insurance or financial obligations to the appropriate Insurance Specialist or A/R Patient Account Representative.
Resolves all order discrepancies interfacing with the appropriate Fresenius Rx departments to ensure resolution.
Educates patients and FMS staff regarding FreseniusRx services and procedures to appropriately set expectations and ensure a positive patient experience.
Updates RxKey patient/customer records with all appropriate and necessary documentation.
Reviews medication shipment activity and recommends inactivation when indicated.
Ensures prescription validity with the patient.
Provides medication profile from RxKey for customers upon request with approval of Pharmacist.
Maintains records of all customer/patient interactions and transactions in the pharmacy computer system.
Utilizes available tools to accurately document conversations or correspondences throughout each customer interaction.
Determines the best delivery method based on the customer’s remaining days supply, delivery location, and cost and product stability.
Researches, investigates and resolves order delivery issues. Verifies correct information and obtains input from appropriate team or individual for prompt resolution.
Refers patient to appropriate AR Patient Account Representative if status jeopardizes service delivery.
Directs appropriate questions to specific team or individual.
Demonstrates a sense of urgency to call queues and customer requests or concerns.
Maintains call ownership and provides continuous communication with customers until resolution is reached.
Strives to achieve single call resolution measurements.
Works to develop solutions to customer problems and concerns to build customer satisfaction.
Employs troubleshooting techniques to define problems, collect data, establish facts, evaluate and resolve issues or escalate to appropriate department/individual.
Reviews complaints, issues and requests to ensure all appropriate information has been obtained. Contacts customer/care giver or appropriate clinic staff to obtain further information when necessary.
Coordinates with pertinent FMS staff and management to effectively respond to issues and inquiries. Ensures that the issue or need is addressed and resolved appropriately to satisfy the patient’s request as best as possible. Provides assistance to colleagues by responding to inquiries regarding customer accounts.
Participates in retention activities as needed to help maintain the pharmacy’s active patient base. Reviews pertinent retention reports, contacting patients as necessary.
Manages workflow to ensure timely resolution and keeps management informed of escalated issues and their status. Prioritizes time to complete assigned tasks while maintaining a focus on productivity and customer satisfaction.
Participates on special team projects for customer support and FMS initiatives.
Adheres to and maintains all compliance and regulatory requirements.
Makes suggestions to enhance processes.
Assists with training new employees as needed.
Other duties assigned.
Qualifications PHYSICAL DEMANDS AND WORKING CONDITIONS : The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION :
High School Diploma required- Bachelor’s Degree preferred.
Pharmacy Technician Certification preferred.
Registered or able to be registered as a Pharmacy Technician in the state of Tennessee. EXPERIENCE AND REQUIRED SKILLS:
Minimum of 3 years experience in a customer service role required.
Healthcare or pharmacy experiences a plus.
Previous call center experience strongly preferred.
Bilingual (Spanish and English) preferred, but not required.
Excellent customer service, communication, organizational and interpersonal skills required.
Detail oriented with the ability to enter information accurately on paper and into a database system.
Computer skills required.
Develops a working knowledge of pharmacy dispensing regulations, develops a working knowledge of pharmacy data systems, and develops a working knowledge of pharmacy billing practices and policies.
Develops a working knowledge of standard medical abbreviations and medical terminology.
Ability to work independently, under general supervision.
Ability to effectively prioritize work load to efficiently meet established deadlines.
Job : Pharmacy Primary Location : United States-Tennessee-Nashville Schedule : Full-time Shift : Day Job : -
Fresenius Medical Care North America (FMCNA) is proud that our unwavering commitment to our patients has made us the global leader in...