Candidates who would like to be considered for the
opportunities must also apply online at: Pharmacy Call Center,
Woonsocket, RI
Choose "Apply-Pharmacy Technician" to fill out and submit an
online application.
Primary Duties and Responsibilities:
1. Answers and handles each call in an efficient, courteous and
professional manner. Functions as primary resource in handling
caller s questions from routine to complex. Interprets a variety of
instructions based on computer application such as refills, status
checks and general questions asked by the caller
2. Verifies and updates all caller information. Data enters new
prescriptions and refills. Accurately enters prescription
information into the call center system. Offers promise date and
time for pickup from store
3. Handles physician related calls (non-clinical) in a high paced
call center environment
4. Ensures first call resolution. Effectively assess customer
needs. Requests additional help and escalates to pharmacists or
appropriate leadership as needed
5. Ensures Pharmacy Call Center Quality Management expectations are
adhered to at all times. Secures privacy and confidentiality as
required by HIPAA, company and departmental guidelines
6. Participates in all required Call Center operational meetings
and training sessions
7. Identifies opportunities and recommends transfer opportunities
to patients
8. Adheres to organizational process and procedures.
9. All other duties as assigned
Environmental Characteristics of a Call Center:
Pharmacy Technicians sit for the majority of the day
Pharmacist Technicians work within their assigned cubicle for the
majority of the day
Call volume is high. There is little to no time between calls
There are high levels of structure for schedule adherence and
attendance is tracked and managed
Meals are scheduled in accordance with call volume and
workflow
Performance Standards of a Call Center:
Performance standards are identified and measured regularly
A metrics based performance management tool is utilized
Apply for this job
