Patient Support Services Representative

Our Client, located in Lakeland, FL has been dedicated to serving the pharmaceutical, biotechnology, and medical device industries for over 35 years. With an intense focus on sample management and expanded services including patient advocacy & assistance, clinical trials distribution and healthcare provider data, they have become the single source-provider of samples management services for so many of its customers.

POSITION SUMMARY
This is a critical position requiring excellent customer interaction skills.  Individual is expected to enhance patient satisfaction with programs by responding to incoming phone calls, and placing outgoing call to patients and physicians as assigned.  Problem solving skills are essential.  Individuals in this position will be the primary point of contact for patients calling to enroll in Pharmacy programs, placing orders, refills, checking on the status of an order and inquiring about program offerings; often times the single point of contact for our patients.

KEY RESPONSIBILITIES

• Answer inbound phone calls in a prompt, courteous and professional manner ensuring compliance with state and federal regulations.
• Provide first call resolution where possible.  Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient’s satisfaction.
• Contact patients through outbound calls to assist in the processing of prescription medications in line with state and federal regulations.