CSR, Specialty Pharmacy

Essential Functions

• Answers telephone and handles questions.
• Receives inbound calls and appropriately answers or directs them to the proper area.
• Makes outbound calls to patients to follow up or schedule delivery of medications.
• Receives written prescriptions or telephone requests.
• Prepares patient intake documentation.
• Verifies patient insurance coverage.
• Comprehends insurance requirements and/or restrictions.
• Conducts insurance verification to ensure patient’s insurance coverage is valid and will cover requested products/services.
• Informs patient/responsible party of any financial responsibility.
• Identifies all components needed to fulfill prescription orders.
• Affirms patient/caregiver’s understanding of instructions for the product administration.
• Determines method of delivery.
• Captures delivery date and location.
• Enters patient intake data into pharmacy system.
• Gathers payment information from patients.
• Maintains clean work environment.

Work Environment

• Office environment or warehouse environment
• Quiet or noisy setting
• Periodic supervision

Competencies

• Perform each essential duty satisfactorily
• Perform tasks involving counting, recording, and documenting detailed medical and insurance information
• Work within a pharmacy
• Communicate effectively with patients and healthcare providers and payers
• Read and interpret physician orders
• Write routine reports and correspondence
• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Have proficiency in Excel and Word

Physical Demands

• Regularly required to talk or hear
• Frequent contact with employees, managers, and members
• Multi-tasking to meet deadlines
• Visual acuity to view a computer screen and for reading
• Ability to meet tight deadlines, handle emergencies, and changing priorities
• Occasionally required to lift and/or move up to 25 pounds

Supervisory Responsibility

This position has no supervisory responsibility.

Travel

Work-related travel is not required of this position.

Required Education and Experience

• High school diploma or equivalent
• CSR experience preferred

Training

• Training in company policies and procedures
• Professional standards
• Relevant laws and regulations, including HIPAA
• Working knowledge of computer systems, which may include: Microsoft Great Plains, VD HUB, Report Manager, Outlook, Manhattan/Scale, MS Office
• Knowledge and training in product offerings preferred

Education and Experience

• Customer Service experience
• Strong customer service and communication/telephone skills required
• Processing calls in an automated call center environment strongly preferred

Certificates and/or Licenses

No licensing requirements for this position.

Continuing Education

Must attend periodic in-service or training classes as designated by management.

Security Clearance/Background Check

If required.

AA/EEO Statement

If required.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.