Customer Service Representative -CS2 VIPII Division

SUMMARY:

CS2 VIPII Division is a pharmacy technician specific role that primarily focuses on the data entry keying of prescription orders, in a timely and accurate manner, while adhering to pharmacy state and federal laws.

ESSENTIAL JOB FUNCTIONS:

· Responsible for managing personal workload in Salesforce task assignment queue

· Must be able to continuously prioritize tasks throughout the day to adjust to the needs of the business or customers

· Responsible for adhering to all regulatory compliance & pharmacy laws (state and federal), and company quality assurance policies

· Responsible for accurately and efficiently keying prescriptions into patient profiles

· Responsible for creation of orders, by patient or account, containing necessary Rx lines and follow through of order to include accurate payment & shipping information, as well as ship method and date expected by customer

· Responsible for personal ownership of orders keyed, all the way to their shipped status (ensuring the order continues to move throughout operational workflow and does not get hung up in a queue)

· Strive for and maintain productivity expectations set forth within for CS2

OTHER DUTIES AND RESPONSIBILITIES

· Monitors personal email every 30 minutes to ensure expedited responses to customers and co-workers

· May be required to reach out to patient or customer account to follow up on an order, provide information or obtain clarification

· Will be required to log into the phone queue and assist with incoming call volume

• Communicates timely with the customer when an order has been delayed, cancelled or interrupted *Timely = same day or when notified by pharmacy, inventory or shipping
• Documents all “actions” in customer account regarding all correspondences and actions
• Maintains compliance with company and HIPAA patient confidentiality requirements
• General office tasks as assigned
• Participate in projects (individual or team) as assigned by Supervisor or Manager
• Perform other duties as assigned

CS2 ROLE: EXPECTATIONS & METRICS

PRESCRIPTION DATA & ORDER ENTRY

• CS2 will be measured on and held accountable to the following:

• # of prescription lines and orders keyed daily
• percentage of errors caused by incorrect data entry

PHONES

• Phones must be answered within three (3) rings.
• Phone calls cannot be “left on hold” for more than 30 seconds.

• Phone call abandonment rate (customer hang-up) must be less than two percent (2%).
• Expected to alert supervisor or manager when using the unavailable codes in phone queue.
• All phone calls are monitored for quality assurance and will be reviewed randomly during 30, 60, 90, 120 competency assessments.

GENERAL

• Expected to conduct oneself in a professional, respectful manner in the workplace.
• Expected to follow all policies as set forth by the company and supervisor or manager.
• Expected to manage time effectively. If workload is low and employee is not able to identify tasks to do, employee should reach out to supervisor for direction.
• Maintains a professional appearance at all times.
• Responds promptly and professionally to all customer inquiries and redirects to applicable departments as needed.
• All daily assigned work must be completed by the end of the shift.
• CS2 will be held accountable for the above expectations and will be measured for productivity within the scope of his/her role, using a variety of computer-generated reports and phone statistics.