Pharmacy Customer Service Representative (CSR)

Purpose

The Customer Service Representative (CSR) is responsible for meeting or exceeding customer expectations by:

• Assessing customer needs.
  




• Assigning priorities.
  




• Triaging information to the appropriate resources.
  

Customers may include patients, medical professionals, and family members. The CSR will work in a multidisciplinary team to provide information about the services offered by Patient Services.

Responsibilities

• Act as the first point of contact with patients by:
  

  
  
  
  

  • Evaluating the purpose of each call.
    

  
  

  • Prioritizing and triaging calls as appropriate.
    

  
  



• Maintain knowledge of Patient Services initiatives and explain them to customers when needed.
  




• Enroll new customers into Patient Services.
  




• Record activities in the patient database and follow up to secure services such as:
  

  
  
  
  

  • Product training.
    

  
  

  • Mailing of promotional materials.
    

  
  

  • Coordinating with physician offices, pharmacies, and other external entities to ensure patient needs are met.
    

  
  



• Complete special projects as assigned.
  

Requirements

Requirements

• Previous work experience in Specialty Pharmacy or Customer Service.
  




• Professional computer skills, including but not limited to:
  

  
  
  
  

  • Microsoft Office
    

  
  

  • Email
    

  
  

  • Web-based applications
    

  
  

  • Strong keyboarding skills
    

  
  



• Experience working in high-pressure and time-sensitive situations (telephone or face-to-face) involving:
  

  
  
  
  

  • Problem solving
    

  
  

  • Decision making
    

  
  

  • Excellent judgment
    

  
  

  • Customer service delivery
    

  
  
  
  

  
  

  These skills may be obtained through a combination of work experience and post–high school education, and not exclusively in a traditional customer service setting.
  

  
  




• Strong ability to multi-task and excellent time management.
  




• Ability to function in a high-volume, fast-paced environment.
  




• Dependable, with a strong work ethic.
  




• Willingness to accept and implement feedback and coaching.
  

Preferred Experience

• Experience with databases (CRM preferred) or tracking systems; Salesforce CRM experience strongly desired.
  




• Experience in the healthcare or pharmaceutical industry.
  




• Understanding of challenges associated with patients’ medical conditions.
  

Important Skills

• Accustomed to working in a high call volume environment.