Position Summary:
The Call Center Lead ensures patients receive timely, accurate support for medication inquiries and prescription management while maintaining compliance with pharmacy regulations. The Call Center Lead drives exceptional customer service and collaboration, advancing Empower’s mission to expand access to quality, affordable medications.
Duties and Responsibilities:
- Provides expert support to call center staff as a subject matter expert, assisting with medication-related inquiries, prescription processing, and resolving escalated issues.
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Processes and verifies prescription orders and refill requests accurately, including patient details, pharmaceutical calculations, and communication with healthcare providers for refill authorizations.
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Handles calls, voicemails, and follow-ups, collaborating with pharmacists and team members to ensure professional, seamless service.
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Maintains accurate records by navigating internal systems, updating databases, verifying charges, and organizing prescription documentation.
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Ensures compliance with pharmacy policies, regulations, and Health Insurance Portability and Accountability Act standards to protect patient confidentiality.
While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.
Knowledge and Skills:
- Demonstrates strong attention to detail, proficiency in Microsoft Office applications, and the ability to manage multiple tasks and varied workloads while ensuring compliance with pharmacy laws and regulations governing patient care.
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Excels in data entry, dosage calculations, and effective communication with patients, healthcare providers, and team members to address diverse needs in a flexible and proactive manner.
Key Competencies
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Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
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Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
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Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
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Resourcefulness: Secures and deploys resources effectively and efficiently.
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Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
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Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
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Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
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Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Values
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People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth.
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Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
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Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
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Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.
Experience and Qualifications:
- Minimum of 1 year of pharmacy or healthcare-related experience is preferred.
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High school diploma or equivalent; a college degree is preferred but not required.
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Pharmacy Technician license required.
Benefits:
We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/
