Call Center Specialist

The Call Center Specialist serves as a key point of contract between pharmacy, patient and healthcare providers. This role is responsible for handling inbound and outbound calls, processing medication orders, resolving inquiries, and ensuring accurate and timely communication to support high-quality patient care. This role encompasses the company’s goal of accurate prescription data along with superior customer service in a timely manner.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Predictable, reliable, and punctual attendance is an essential function of the job role.

• Answer and manage high volume inbound and outbound calls in a professional and timely manner
• Process prescription refills and medication requests timely
• Communicate with nurses, physicians, and facility staff regarding medication orders, clarifications and delivery status
• Resolve customer inquiries, concerns, and issues efficiently while maintaining a high level of customer service.
• Document all interactions and transactions in the pharmacy system in compliance with regulations
• Coordinate with pharmacists, technicians, and delivery teams to ensure timely fulfillment of orders
• Identify urgent or STAT medication needs and escalate appropriately
• Maintain confidentiality of patient information in accordance with HIPAA regulations
• Assist with insurance-related questions and basic billing inquiries as needed
• All other duties as assigned.

Education & Experience: High School Diploma or G.E.D. and 1-3 years of data entry experience; or an equivalent mix of education and experience. Long term care pharmacy experience preferred, PTCB certification preferred.

Computer Skills: Intermediate computer proficiency. Pharmacy and medication distribution software (EMAR, Pyxis Medbank, Frameworks preferred.

Language Skills: Ability to read and interpret documents such as medication documentation, business correspondence and procedure manuals; ability to write routine reports and business correspondence; ability to speak effectively, both in person and by telephone, to customers or employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs; ability to understand and interpret statistical reports, data charts and graph