Customer Service Representative

Purpose

The Customer Service Representative (CSR) meets or exceeds customer expectations by assessing needs, assigning priorities, and triaging information to appropriate resources. Customers may include patients, medical professionals, and family members. The CSR works within a multidisciplinary team to provide information about services offered by Patient Services.

Key Responsibilities

• Act as the first point of contact with patients: evaluate the purpose of the call, assess needs, prioritize handling, and triage calls when indicated.
  

• Maintain up-to-date knowledge of Patient Services initiatives and explain them to customers as appropriate.
  

• Enroll new customers into Patient Services.
  

• Record activities in the patient database and follow up to secure services (e.g., product training, mailing promotional materials).
  

• Coordinate with external entities (physician offices, pharmacies, etc.) to ensure patient needs are met.
  

• Complete various special projects as required.
  

Requirements

Requirements

• Previous work experience in Specialty Pharmacy or Customer Service .
  

• Professional-level computer skills, including Microsoft Office , email, web-based applications, and keyboarding .
  

• Experience in high-pressure, time-sensitive situations (phone or face-to-face) involving problem-solving, decision-making, sound judgment, and strong customer service skills.
  

  • May be gained through a combination of work experience and post–high school education ; not limited to traditional customer service settings.
    

• Strong multi-tasking ability and time management skills.
  

• Ability to thrive in a high-volume, fast-paced environment.
  

• Dependable with a strong work ethic .
  

• Willingness and ability to accept and implement feedback and coaching.
  

Preferred Experience

• Working with databases/CRMs or tracking systems; Salesforce CRM preferred.
  

• Experience in a healthcare/pharmaceutical environment.
  

• Understanding of challenges associated with patients’ medical conditions .
  

Important Skills

• Comfortable working in a high call-volume environment.