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Answer patient inquiries through telephone calls and/or e-mail, problem-solve with patients and enter data into Pharmacy applications and vendor platforms. Serve as the initial point of patient contact, both inbound and outbound related to specific assigned area. Provide support for patient escalation and serve as a mentor for the Patient Services Technician role. Demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion and safety Minimum
- High School Diploma or GED
- Ability to type 35-40 words per minute
- State Registered/Licensed Technician or Nationally Certified Technician
- Ability to pass FBI/BCI background check
- Ability to maintain composure during stressful situations
- Strong attention to detail
- Ability to work both independently and as a team
- Ability to organize and prioritize a variety of tasks/projects
- Strong written and oral communication skills with the ability to effectively communicate with customers
- Intermediate Microsoft Office skills
- Contact Center Experience
- Proven customer service background
Desired
- Retail experience
- Pharmacy experience
- Call Center experience- Address patient inquiries received directly through Kroger Health Connect telephone number.
- Utilize Pharmacy applications and vendor platforms for data entry and to optimize patient care.
- Protect customer information in accordance with state and federal pharmacy laws including HIPAA law and corporation standards
- Ensure all tasks are conducted with accuracy and in a Customer 1st manner consistent with company and patient policies.
- Resolve and manage difficult customer situations in a professional manner
- Achieve and maintain productivity levels consistent with contact center standards
- Serve as a liaison between Kroger Health & Wellness and the patient
- Problem-solve with a goal of first contact resolution
- Follow-up on patient inquires within departmental guidelines.
- Collaborate on multi-level communication with patient, pharmacy, provider and insurance to deliver comprehensive care
- Assist with the training and development of Kroger Health Connect team members
- Provide feedback and assistance with new program development
- Perform select advanced level functions under the direction of a Patient Service Specialist
- Serve as a backup Patient Service Specialist and assist with the Resource line as needed
- Maintain contact with store personnel as needed
- Maintain flexibility to work weekends, evenings, and holidays as part of a standard work schedule
- Must be able to perform the essential job functions of this position with or without reasonable accommodation
