Customer Support Representative

McKesson is an impact-driven, Fortune 10 company that focuses on improving healthcare accessibility and affordability. The Customer Support Representative plays a crucial role in Pharmacy Operations, responsible for managing inbound and outbound pharmacy calls, scheduling medication deliveries, and ensuring customer satisfaction through effective communication and empathy.

Responsibilities

• Primary resource for outbound telephone calls to minimize workflow interruptions due to non-clinical related customer inquiries, such as general prescription status or financial information
• Handle inbound and outbound calls to schedule medication delivery and payment so that accurate information is included in their profile and distribution can successfully send their package in a timely manner
• Directly responds to customer inquiries when appropriate or routes calls to the appropriate staff to ensure prompt resolution/customer satisfaction. Must be able to show empathy to patients
• Run medical claims and update concise progress notes to ensure other roles within the workflow are able to quickly assess the status of the referral
• Provides customer service through manipulation of management information system to answer questions regarding refill needs, providing status of pending/shipped prescriptions, verify insurance information and provide copies of invoices upon request
• Answer patient questions and concerns during refill scheduling and transfer to the clinical team (pharmacists and nurses) when appropriate
• Identify and report adverse events (AEs) and product complaints (PCs) to clinicians to ensure patient’s safety
• Perform other duties as assigned (above tasks may vary slightly depending on the specific team/program requirements.)

Skills

• High School Diploma or GED with minimum of Associate degree preferred
• One year or more of call center experience
• Experience working with management information systems to effectively address customer needs
• Proficiency in Microsoft applications
• Excellent verbal and written communications
• Must be able to show empathy when talking to patients
• Professional telephone manner
• Strong attention to detail
• Customer service experience preferred
• Medical office experience / knowledge of medical terminology preferred
• Pharmacy experience is a plus, but not required
• Medical claims experience is a plus, but not required

Benefits

• We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards.
• In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.
• Hybrid schedule possible after 90 to 120 days when metrics and attendance guidelines are met.

Company Overview

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