Customer Service Representative- Inbound/Outbound Caller

JOB SUMMARY 

This position is responsible for answering all incoming calls into the Customer Care area and triaging the call as necessary. Callers are responsible for maintaining a relationship with each patient to ensure that the compounded medication prepared for them is effective and the patient remains compliant. This employee establishes a professional and customer focused rapport with each patient to ensure their questions are appropriately addressed. Inbound callers are responsible for addressing inquires and questions from various customers including the patient customer, providers and field marketing and sales representatives. The primary focus of this role is to address customer/patient needs while obtaining superior customer excellence with all points of contact, external and internal.

ESSENTIAL DUTIES & RESPONSIBILITIES

· Utilizes computer technology to handle high call volumes. 

· Explains what InjuryScripts does. 

· Manages customer expectations by explaining the process at InjuryScripts. 

· Attracts potential customers by answering product and service questions. 

· Informs customer of medication being prescribed, usage and pricing. 

· Takes payment information and other pertinent information such as addresses and phone numbers. 

· Processes refill requests. 

· Updates medical histories. 

· Enrolls customers on to SmartFill program. 

· Attempts to persuade customer to reconsider cancellation of SmartFill program. 

· Handles changes in policies. 

· Contributes to team effort by accomplishing related results as needed. 

· Acts in a professional manner and values punctuality.

  Skills, Abilities & Competencies:

· Must have a positive and supportive attitude.

· Ability to prioritize tasks and maintain a strong work ethic.

· Must be self-motivated and take initiative; have technical ability, analytical ability, and decisive judgment

· Must have proven track record for solving problems

· Excellent computer skills in a Microsoft Windows environment, including Word, Excel and PowerPoint. 

· Effective oral and written communication including ability to communicate with individuals in differing roles including employees, customers, and vendors.

· Excellent interpersonal skills.

· Excellent organizational skills. 

· Must be able to present a professional image including communication skills and appropriate demeanor with patients, team members and vendors.

Education & Experience:

• High school diploma or GED required

• 1-3 years prior experience with customer/patients relations is preferred