Internal Customer Service Representative Lead

Company Name:
The Sr. Triage Technician works with the Triage Lead and Triage Manager and department to perform daily pharmacy customer service by triaging requests according to priority. Research medication order issues and facilitate their resolution.
Triage customer service requests by department, urgency, and information/response required.
Resolve customer complaints, issues and concerns.
Research questions, issues, and concerns as directed by management
Answer incoming customer calls
Prioritize and respond appropriately
Direct to appropriate team member to ensure best service possible
Obtain information, explain available products or services
Respond to inquiries
Collect, prioritize and sort incoming faxes to the appropriate department/area.
Review orders for completeness and fax back orders to customers as needed.
Initiate non-discretionary calls to facilities.
Contact customer accounts according to call schedule to obtain updated patient information, and verify accuracy of Resident Log information, as needed.
Create and maintain accurate customer records.
Maintain required documentation for tracking and researching orders.
Communicate with pharmacy field staff via email, phone or fax regarding patient changes received from facilities.
Understand Medicare Policy and Co-Pay requirements/guidelines.
Coordinate/manage "STAT" order process (check e-kit stock list and fax back to customer)
Assist team members/department as needed in order to meet workflow deadlines and/or complete miscellaneous projects.
Minimum (Required): _(must be met in order to perform the job at the required level)_
High School diploma or equivalent
At least one (1) year experience in customer service.
Pharmacy order entry experience
Long term care pharmacy experience
Strong interpersonal skills and well-developed verbal and written communication skills
Ability to work independently, meet deadlines and be flexible
Good math and analytical skills
Ability to interpret information
Ability to maintain composure on phone when handling customer calls
Ability to read, write, speak and understand English
Excellent organization skills and detail oriented
Knowledge of medical terminology (including sig codes and Roman numerals), brand and generic names of medications, and general pharmacy terminology.
Other educational/vocational requirements as determined by management.
Preferred: _(if above and beyond the minimum required)_
Previous experience as a pharmacy technician and/or medical records/ data entry technician.
Physical Demands: May sit, stand, stoop, bend and walk intermittently during the day. May sit or stand seven (7) to ten (10) hours per day. May be necessary to work extended hours as needed. Finger dexterity to operate office equipment required. May need to lift up to twenty-five (25) pounds on occasion. Visual acuity to see and read fine prints. Specific vision abilities required by this role include close vision, color vision and the ability to adjust focus. Must be able to hear normal voice sounds. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this role.
Work Environment: Work in a climate-controlled, smoke-free internal environment.
Equal Opportunity Employer: Omnicare is fully committed to employing a diverse workforce. We recruit and retain talented individuals without regard to gender, race, age, marital status, disability, and veteran status or any other status protected by federal, state or local law. Omnicare is an Equal Employment Opportunity and Affirmative Action Employer.
Date: 2014-04-29
Country: US
State: OH
City: Perrysburg
Postal Code: 43552
Category: Customer Service/Support
Job Type: Regular Full-Time

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