Walgreens

Summary:

Provides new and existing patients with the best possible customer service in relation to their drug prescriptions, clinical services, billing inquiries, patients’ suggestions and complaints. **all inbound calls**

Essential Functions:

Records and processes orders and/or inquiries received by fax, mail, telephone, and/or through patient direct contact.

Provides timely response to patients’ inquiries by telephone and/or email in an in or outbound service center, consistent with service and quality standards.

Provides pricing, availability, and schedules information within established guidelines.

Receives inbound and outbound calls to patients or MD Offices regarding orders for medications, pharmacy services and all other inquiries.

Coordinates patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, Verifying patient information, notifying the pharmacist of issues or changes in the patient’s condition.

Provides correct information or directs the call to the appropriate team member or department while maintaining a high level of professionalism

Creates patient activities as a reminder for the following tasks including but not limited to follow-up calls for patients, to initiate discharge of service, to contact a patient's doctor's office, to mail a letter to a patient, and any other reminders necessary as it relates to a patient's care.

Contacts the pharmacists to alert them of any changes in patient's condition, compliance issues due to patient not taking medication or side effects, or to transfer a patient directly to pharmacist for counseling.

Complete all additional special handling duties as assigned including but not limited to drug shipment notifications and Adverse Drug Event Reports

Complete other stages of the order process as assigned including but not limited to scanning prescriptions, imagine indexing, preQA, load insurance information, run test claims, work issues and facilitate prior authorizations.

Provides typed documentation of all communications received from calls and provides notification of any urgent orders, shipping related issues and any errors, complaints or compliments to the appropriate party or system.