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Pharmacy Support Services Representative I at University of Oklahoma

Posted in Health Care 30+ days ago.

Type: Full-Time
Location: Oklahoma City, Oklahoma





Job Description:

POSITION INFORMATION:  Handles inbound calls and correspondences regarding pharmacy issues from providers/physicians and members for 3rd party pharmacy benefits program. Provides support to patients, providers, and pharmacy staff by maintaining information, participating in surveys, resolving problems, cross training, and attending meetings.
 
REPRESENTATIVE DUTIES:
1.             Patient and Provider Support.  Identifies and/or responds to inquiries through inbound phone calls on pharmacy benefit payments, complaints, dissatisfactions, grievances and claim issues. Answer phone calls at a rate compliant with department service levels.
2.             Staff Support.  Fields inbound calls from pharmacy personnel, physicians, or patients in order to discuss/answer requests and/or questions along with troubleshooting any problem(s) in a timely manner.
3.             Information Maintenance.  Documents calls in inquiry tracking system along with switching between multiple screens/software programs quickly and efficiently to resolve concerns while on the telephone. Must have a clear understanding of the importance of confidentiality and be compliant with HIPAA guidelines. 
4.             Survey Participation.  Conduct satisfaction surveys upon request by contacting providers/pharmacies and/or members. 
5.             Problem Resolution.  Resolves problems according to policies and procedures. Provides guidance to providers, pharmacies, and/or members by identifying and correcting issues through the explanation of policies/procedures and benefits.   
6.             Training.  Participate in training with pharmacy staff and management to achieve competency in all areas of pharmacy support. 
7.             Meeting Attendance.  Engage in meetings while providing organizational value.  
8.             As Needed.  Performs various duties as needed to successfully fulfill the function of the position.

Education:  High School Diploma or GED
 
Experience:  6 months inbound call center experience, pharmacy experience, medical billing experience, third party pharmacy claims experience, or closely related experience in a medical or pharmacy environment
 
Equivalent/ Substtution:  Will accept an Associate’s Degree in a related field in lieu of experience





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