Customer Service Technician - Full Time - Rotating Shifts
Company: QNS Recruiting
Location: Aurora
Posted on: March 18, 2023
Job Description:
Full Time - Daylight Shift - Must have occassional weekend
availability $20.00/hr Grane Rx is currently hiring a LTC Customer
Service Associate position who serves internal and external
customers by determining requirements, answering inquiries,
resolving problems, fulfilling requests to ensure excellent service
standards and maintain high customer satisfaction by using the "WE
CARE" customer service promise. KEY RELATIONSHIPS The Customer
Service Associate reports directly to the Clinical Customer Care
Manger Customer Service/PACE Manager. - This position works in a
shared services environment, which includes customer service, order
entry, and pharmacists. This position works with team members and
management in Pharmacy Operations, Medical Records, Consultant
Pharmacists, Consultant Nurses, Billing, and Inventory. - This
position also works with nurses, doctors and patients in the
facilities.
- Triage fax queue using (ECM) - assign to appropriate folder
after making sure all pertinent information is contained on
document i.e., facility name, resident name, physician name,
etc.
- Effectively manage large amounts of incoming calls from
internal and external customers, triage issues/questions and direct
to appropriate areas if unable to resolve/answer. Spends 85% of
shift available to take call (logged into Oaisys).
- Make outbound calls to facilities, courier service and back up
pharmacies as needed and as requested by pharmacist(s) or
management team.
- Document all call information that requires action by team
member - record details of actions taken and any additional
comments or complaints made by caller.
- Organize work flow to meet internal and external needs - calls
and STATs come first.
- Identify and escalate priority issues to Pharmacist-in-Charge
and/or appropriate department manager
- Create a profile for new admissions after making sure that
resident profile does not currently exist for a readmission.
- Discharge Meds - organize workflow to ensure that discharge
summary is faxed to facility in a timely manner. If meds are being
sent, make sure required information is given to pharmacist to
process discharge meds prior to resident being discharged from
building.
- Run Refill Authorization request reports for personal
care/assisted living facilities and Meds2Home program customers and
fax to appropriate facility or practitioner for renewal
prescriptions.
- Assist staff pharmacists with Emergency CII Verbal follow up
phone calls and faxes.
- Sort and scan Inspector Reel Sheets to FrameworkLTC ECM
(document folder). If there are multiple pages for a facility,
staple together and attach to facility profile in
FrameworkLTC.
- Competent in software systems that include FrameworkLTC,
FrameworkECM, Omnicell, and Automated Packaging System. EXPERIENCE,
SKILLS AND EDUCATIONAL REQUIREMENTS
- 6 months pharmacy or medical experience preferred.
- High School Diploma or equivalent required.
- Customer orientation and ability to adapt/respond to different
types of calls.
- Proven customer support experience - passion for excellence
with respect to treating and caring for customers.
- Strong attention to details - interested in preventing errors
and solving problems.
- Strong phone contact handling and active listening skills.
- Strong work ethic and team player mindset.
- Experience using word processing, spreadsheet, database,
internet and e-mail, pharmacy information systems required. Over 30
years Grane Rx has been an industry leader, revolutionizing
long-term care pharmacy solutions and services. The company focuses
on caring for thousands of assisted living and nursing home
residents along with onsite clinical consulting and training. Long
Term Care and PACE pharmacy solutions from Grane Rx are currently
available in four states. EOE fm0418
Keywords: QNS Recruiting, Aurora , Customer Service Technician - Full Time - Rotating Shifts, Professions , Aurora, Colorado
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