Clinical Call Center Rep - PET

Description

JOB SUMMARY (added February 2025)

The Clinical Call Center Rep conducts outbound calls and receives inbound calls in a high-volume call center environment to engage patients in the Medication Therapy Management (MTM) program. This role involves explaining program benefits, scheduling medication reviews, and assisting with prescription refills. The Clinical Call Center Rep provides exceptional customer service while supporting clinical staff and performs administrative tasks that do not require clinical judgment.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Conduct proactive patient outreach to introduce and explain the benefits of the MTM program, while overcoming objections and using persuasive communication techniques to engage patients who may be hesitant or initially unreceptive
• Schedule patient appointments for MTM services such as Comprehensive Medication Reviews, Disease State Medication Reviews, or Targeted Interventions.
• Receive and respond to incoming patient calls; take appropriate action based off protocols and use critical thinking skills to escalate calls to appropriate parties when needed
• Accurately document all discussions with patients and schedule follow up appointments as needed
• Update patient demographic information in the MTM platform
• Obtain correct/updated contact information for health care providers, patients, and/or pharmacies
• Assist patients with medication refills, extended day supply refills, and/or coordinating prescription renewals with pharmacies and providers
• Promote a mission-driven team culture, actively demonstrating accountability, empathy, integrity, opportunity and unity
• Provide exemplary internal and external customer service through prompt, professional, and polite communication
• Perform auxiliary functions essential to the efficient operation of the department

Qualifications

KNOWLEDGE & REQUIREMENTS

• Strong verbal and written communication skills
• Ability to navigate and document in multiple computer applications simultaneously
• Active listening and problem-solving skills
• Comfortable handling objections and using persuasive communication
• Ability to maintain professionalism and empathy in challenging conversations
• Attention to detail and accuracy in documentation
• Adaptability to changing scripts, workflows, and priorities
• Basic computer proficiency, including typing and multitasking in a remote environment
• Ability to troubleshoot basic technical issues, including internet connectivity, software navigation, and peripheral setup (monitors, headsets, cords, etc.)

EDUCATION & EXPERIENCE REQUIREMENTS

• High School diploma, GED or equivalent, or equivalent work experience preferred
• 12 months of experience in at least one of the following settings: medical, pharmacy, health insurance or call center preferred
• Ability to provide excellent customer service with a can do attitude
• Comfortable performing repetitive tasks with consistency and attention to detail
• Proven record of excellent attendance and punctuality and ability to comply with Introductory Period Attendance Policy which is critical for proper training, and associate and company success.
• Ability to meet key performance metrics in a remote environment 

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee 
to successfully perform the essential functions of this job.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing

What’s In It For You?

• Medical, Dental and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Paid Parental Leave
• Adoption Assistance Program
• Employee Resource Groups
• Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Program
• 401k Employer Match & Roth Option Available – immediate eligibility

The hiring range for this position is $XX to $XX per hour. The actual base pay offered will consider candidate’s geographic location, job related knowledge, experience, and skill amongst other potential factors. There may be a bonus or commission, and/or a long-term incentive that will be provided as part of the compensation package, along with medical, financial and/or other benefits, depending on the level and position offered.