Job Description

All the benefits and perks you need for you and your family:

• Benefits from Day One
• Paid Time Off from Day One
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

Shift :  Monday – Friday

Location: 5050 Wesley Rd Apopka, FL 32712

The role you’ll contribute:

The Customer Service Quality Analyst performs a wide range of duties to support the members of the AHS Corporate Prescription Plan regarding plan questions and mail-order pharmacy requirements. Duties include, but are not limited to monitoring live calls, emails, voice of the customer survey and call recordings. This position engages in the monitoring process and provides an associated feedback loop to ensure adherence to pharmacy processes and procedures. The position maintains and updates all call scripts, help files, and assists in developing and writing training materials. Responsible for training all new hires into the call center environment and maintains meaningful metrics and ensures target measurements reflect operational objectives. Identifies and reports on process improvement opportunities to Customer Service Manager. Extensive data entry, compiling, reconciling and maintaining records for the pharmacy. Works only under the supervision of a registered Pharmacist and does not perform duties that can only be legally performed by a registered Pharmacist or registered pharmacy technician.

The value you’ll bring to the team:

· Maintains confidentiality of patient, employee, medical staff, departmental and administrative information with no infraction

· Monitors calls and email responses between Pharmacy Call Center and internal/external customers

· Exhibits tact and consideration with other staff and customers. Maintains a professional atmosphere in the work area.

· Objectively and accurately evaluates the interactions and services provided by the Pharmacy Call Center

· Identifies and documents opportunities for process, service delivery, and customer service improvement

· Engages in quality reporting for Customer Service Manager as necessary

· Maintains and distributes call scripts and Customer Service policies, routing workflows, and other procedures as needed

· Develops and maintains training materials for both Call Center staff and all Customer Service related positions

· Supports Customer Service Manager in identifying and implementing training initiatives for the pharmacy and customer service related positions

· Responsible for new-hire training, refresher, and one-on-one training classes for Call Center employees and Customer Service staff on an as-needed basis

· Maintains objectivity and accepts criticism and feedback, using each exchange as a learning opportunity

· Understands the prescription plan thoroughly and communicates with customers or physician’s offices any questions regarding prescriptions, step therapy/prior authorization processes, price quotes, and high cost generic medications.

· Collaborates with Pharmacy Bookkeeper and Technicians regarding member follow-up such as credit card rejections, price alerts, etc.

· Registers members and family members, including online registrations, accurately and completely; verifying that all member and dependent information is updated including address, allergy information, phone number, and payment method.

· Researches each prescription follow-up completely by verifying member’s address, checks shipping date, reviews member’s profile for any communication notes, provides delivery confirmation information if requested

· Completes work in a timely manner and prioritizes and plans work activities. Demonstrates accuracy and thoroughness with data and manages competing demands

· Communicates with team and supervisor regarding work priorities and provides feedback regarding requests, projects and assignments as appropriate

Qualifications

The expertise and experiences you’ll need to succeed :

EDUCATION AND EXPERIENCE REQUIRED :

• Associate's Degree 
• 3 years of related work experience
• 2 experience in customer service and training role
• Proficiency skill set in MS Office: Word, Excel, Outlook and Power Point
• Knowledge of basic statistics

EDUCATION AND EXPERIENCE PREFERRED:

• Bachelor's Degree or equivalent degree from a four-year accredited university or college required or five years of related field experience
• Experience in pharmacy, supply chain or related health care organization preferred

LICENSURE, CERTIFICATION, OR REGISTRATION PREFERRED:

• Professional in Human Resources (PHR) designation or equivalent preferred 

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Job Tags

Full time, Work experience placement, Local area, Shift work, Monday to Friday,

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