Company Name: Kroger Specialty Pharmacy
Position Type: Employee
FLSA Status: Non-Exempt
Perform duties to respond to incoming pharmacy calls from patients, prescribers’ offices, insurance companies, and manufacturers, and employ one call resolution, where appropriate. Effectively resolve all callers concerns and make routine outbound calls to assist current patients and prescribers’ offices with maintenance of monthly prescription refills. Address related questions and concerns while providing excellent customer service. Demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion, and safety.
Essential Job Functions
Respond to incoming calls or make outbound calls to current patients and prescribers’ offices to process medication refills and schedule delivery to ensure continuity and maintenance of therapy while building trusted and enduring customer relationships
Utilize knowledge of the pharmacy processes and procedures to ensure that callers’ needs are met, address questions and concerns and escalate issues involving complex clinical matters to clinical team as appropriate
Utilize personal effectiveness and effective listening to quickly assess caller’s needs and use critical thinking skills to determine best resolution
Communicate financial obligations, copayments and past due balances to patients and process and safeguard credit card transactions
Facilitate communication between internal team, patients and prescribers’ offices to support patients’ therapy compliance through transmittal of status updates, template letters, notifications of triage or transfer, etc.
Use computer system to locate patients and document case activity, communications and correspondence in computer system to ensure completeness and accuracy of patient contact records
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 experience of telephone high touch, high quality customer service experience involving computer skills
Superior interpersonal effectiveness, telephone customer service and relationship building skills
Ability to utilize problem solving and critical thinking to quickly understand what caller is wanting to determine best resolution or person to handle
Ability to multitask during and between calls to review patient history, job aids, reference material, policies and procedures, as well as document patients’ records
Excellent Microsoft Office software skills, including Excel and Outlook in Windows format with demonstrated adaptability to internal pharmacy systems
Desired Previous Experience/Education
Pharmacy Technician Certification
Any prior experience in medical or specialty pharmacy setting
Education Level: High School Diploma/ GED Required
Required Certifications/Licenses: None
Position Type: Full-Time
Keywords: Specialty Pharmacy, Call Center, Customer Service
Jobs at Kroger: At Kroger, we hire people who have a passion for helping others and who want to build a relationship with our Customers. No matter what stage of your career, you can build your future at Kroger. We look for people who want more, aspire to be more and work hard to achieve their goals. Our focus on keeping the Customer first is what makes us successful. We offer many opportunities not only in our stores, but in Manufacturing, Logistics, Marketing, Finance, Human Resources, and many other fields.
Company Overview: Kroger Family of Companies employs nearly half a million associates who serve over 11 million customers daily through a seamless shopping experience under a variety of banner names. At The Kroger Co., we are Fresh for Everyone™ and dedicated to our Purpose: To Feed the Human Spirit®. We are committed to creating #ZeroHungerZeroWaste communities by 2025. Careers with The Kroger Co. and our family of companies offer competitive wages, flexible schedules, benefits and room for advancement.
Posting Notes: FL || Lake Mary || 3200 Lake Emma Drive || 32746 || Kroger Specialty Pharmacy || None || Call Center; Customer Service; Specialty Pharmacy || Employee || Non-Exempt || Full-Time || None