Virtual Call Center Manager Jobs in Addison, IL (NOW HIRING)

JOB DESCRIPTION

The Clinical Call Center Rep conducts outbound calls (Cold calling) and in a high-volume call center environment to engage patients in the Medication Therapy Management (MTM) program. This role involves explaining program benefits, scheduling medication reviews, and assisting with prescription refills. The Clinical Call Center Rep provides exceptional customer service while supporting clinical staff and performs administrative tasks that do not require clinical judgment.

ESSENTIAL DUTIES & RESPONSIBILITIES

Patient Outreach, Support and Scheduling

• Conduct proactive patient outreach to introduce and explain the benefits of the MTM program, while overcoming objections and using persuasive communication techniques to engage patients who may be hesitant or initially unreceptive.
• Schedule patient appointments for MTM services such as Comprehensive Medication Reviews, Disease State Medication Reviews, or Targeted Interventions.
• Receive and respond to incoming patient calls; take appropriate action based off protocols and use critical thinking skills to escalate calls to appropriate parties when needed.
• Accurately document all discussions with patients and schedule follow-up appointments as needed.
• Update patient demographic information in the MTM platform.
• Obtain correct/up-dated contact information for health care providers, patients, and/or pharmacies
• Assist patients with medication refills, extended day supply refills, and/or coordinating prescription renewals with pharmacies and providers.
• Promote a mission-driven team culture, actively demonstrating accountability, empathy, integrity, opportunity and unity.
• Provide exemplary internal and external customer service through prompt, professional, and polite communication.
• Perform auxiliary functions essential to the efficient operation of the department.
• Comply with the Outcomes Telecommuter Policy, Attendance Policy and other specific policies and procedures.

KNOWLEDGE & REQUIREMENTS

• Strong verbal and written communication skills
• Ability to navigate and document in multiple computer applications simultaneously
• Active listening and problem-solving skills
• Comfortable handling objections and using persuasive communication
• Ability to maintain professionalism and empathy in challenging conversations
• Attention to detail and accuracy in documentation
• Adaptability to changing scripts, workflows, and priorities
• Basic computer proficiency, including typing and multitasking in a remote environment
• Ability to troubleshoot basic technical issues, including internet connectivity, software navigation, and peripheral setup (monitors, headsets, cords, etc.)

EDUCATION & EXPERIENCE REQUIREMENTS

• High School diploma, GED or equivalent, or equivalent work experience preferred
• 12 months of experience in at least one of the following settings: medical, pharmacy, health insurance or call center preferred

Required:

• Ability to provide excellent customer service with a can-do attitude
• Comfortable performing repetitive tasks with consistency and attention to detail
• Proven record of excellent attendance and punctuality and ability to comply with Introductory Period Attendance Policy which is critical for proper training, and associate and company success.
• Ability to meet key performance metrics in a remote environment

Preferred:

• Customer service experience, sales experience and/or high-volume scheduling experience
• Medical background or alternative patient care experience
• Additional education in a medical field (e.g., medical assistant, CNA, pharmacy technician, etc.)
• Familiarity with medical/medication terminology
• Experience coordinating, delivering, and/or supporting MTM programs
• Experience with MTM Platforms, electronic health records and scheduling software
• Spanish bilingual skills

Application Question(s):

• Can you work 20 hours per week?
• Are you available between the hours of 8-6 CST Monday through Friday?

Experience:

• Call center: 2 years (Required)

Work Location: Remote

Outcomes provides innovative pharmacy management solutions and clinical applications that adapt to the workflow needs of the largest network of independent and community pharmacists. For over 40 years, Outcomes has supported the needs of single, multi-site, assisted living and hospital pharmacies through its portfolio of software and services including Rx30, Computer-Rx, Telepharm, and PharmAssess.