Key Facts

Remote From:

Full time

English

Hard Skills

Medication Therapy Management Clinical Data Management Pharmacist Assistance Overcoming Objections Escalation Procedures Patient Diary Personnel Procedures Activities Of Daily Living (ADLs) Pharmacy Dispensing Systems

Other Skills

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Critical Thinking
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Administrative Functions
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Professional Communication
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Accountability
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Non-Verbal Communication
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Teamwork
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Personal Integrity
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Customer Service
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Empathy

Roles & Responsibilities

Experience in a high-volume call center or healthcare customer service environment
Strong verbal and written communication with the ability to persuade and overcome objections
Proficiency in documenting patient interactions and scheduling in MTM platforms, with attention to accuracy and confidentiality
Critical thinking and problem-solving skills with the ability to escalate appropriately and coordinate medication refills with pharmacies and providers

Requirements:

Conduct proactive patient outreach to explain MTM benefits and engage patients
Schedule MTM appointments such as Comprehensive Medication Reviews, Disease State Medication Reviews, or Targeted Interventions
Receive and respond to inbound patient calls and escalate when needed
Accurately document all discussions with patients and schedule follow-up appointments

Job 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