Patient Advocate

About the role

At Cloud Rx, we are seeking a skilled and detail-oriented Patient Advocate to join our team. As a Patient Advocate, you will be primarily responsible for handling inbound calls, patient chats, assisting clients with their inquiries, and ensuring efficient transfer of calls to appropriate teams when necessary. In addition, you will play a key role in data entry tasks to maintain accurate and up-to-date records. Your exceptional communication skills and strong pharmaceutical knowledge will be critical in providing excellent client service and contributing to the smooth operation of our pharmacy.

Responsibilities

• Manage inbound calls from clients, healthcare professionals, and stakeholders, offering courteous and knowledgeable assistance for inquiries and medication-related concerns; utilize active listening to address needs or direct calls to the appropriate department.
• Transfer complex calls to higher-level technicians or pharmacists for prompt resolution, ensuring a smooth transition and providing relevant information.
• Perform accurate data entry to update patient records and patient information, ensuring compliance with regulatory requirements.
• Deliver exceptional client service, handling complaints and educating clients about medications and usage.
• Maintain compliance with pharmacy regulations, policies, and safety protocols.
• Monitor key performance indicators including total inbound calls per day and per agent, average speed to answer, average handling time, and internal transfers; monitor chat response totals and metrics similarly.
• Process faxes and cancellations for assigned team.
• Perform other assigned duties as needed.

Requirements

• High school diploma or equivalent.
• Proven experience in a pharmacy or in a similar client service role.
• Strong knowledge of pharmaceutical terminology, drug classifications, and common medications.
• Excellent communication skills, both verbal and written, with the ability to convey complex information in a clear and concise manner.
• Proficiency in data entry and computer systems used in pharmacy operations.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Detail-oriented, with a commitment to accuracy and precision in data entry and client interactions.
• Understanding of patient privacy and confidentiality standards (HIPAA).
• Willingness to work flexible hours, including weekends or evenings, as needed.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

• Prolonged periods sitting at a desk and working on a computer.
• Prolonged periods of standing and bending.
• Frequent walking; use of hands to finger, handle, or feel; and reaching forward with hands and arms.
• Occasional sitting, stooping, kneeling, or crouching.
• Occasional lifting and/or moving up to thirty pounds.