Patient Care Intake Representative - Remote

## About the Role As a patient care intake representative, you will be the first point of contact for patients reaching out to our organization. Your primary responsibility will be to assess, categorize, and prioritize incoming calls, ensuring that patients are directed to the appropriate resources or personnel for resolution. You will be working under direct supervision, following established protocols and procedures to ensure efficient service delivery and high patient satisfaction.

The role is crucial to managing call volume and providing exceptional customer service. You will be part of a team that values empathy, patience, and effective communication. Your day-to-day tasks will include managing help desk phone coverage, processing prescriptions, and evaluating the nature, urgency, and complexity of patient calls.

The company is committed to providing ongoing training and support to ensure that you have the skills and knowledge needed to excel in this role. You will be working in a fast-paced environment, and your ability to prioritize tasks, manage your time effectively, and maintain accuracy will be essential to your success.

## What You Will Do - Provide help desk phone coverage for incoming calls, outbound calls, and direct incoming calls to appropriate staff members - Manage and assist with prescription processing as needed, when not taking patient inbound calls - Quickly and efficiently evaluate the nature, urgency, and complexity of patient calls - Direct calls to the correct department, team, or individual based on the assessed patient needs - Provide resolution to customer service issues to ensure member satisfaction as needed - Maintain and keep reasonable production as determined by supervisor - Assist in orienting and training new employees - Complete all mandatory and regulatory training programs - Perform other duties as assigned

## What We Are Looking For - Exceptional phone and listening skills - Exceptional written and verbal communication skills - Excellent computer and keyboarding skills - Time Management Skills: prioritizing and managing a high volume of calls while maintaining accuracy - Technical Proficiency: understanding and utilizing relevant software, databases, and tools - Teamwork and Collaboration: collaborating effectively with other team members - Empathy and Patience: demonstrating empathy and patience when dealing with patients, especially during challenging situations - Excellent organizational skills - Minimum: High School Diploma or GED - Preferred: Pharmacy technician or related certification - Experience: experience in a customer service-related field - Preferred: 6-12 months’ experience as a pharmacy technician

## Nice to Have - Experience working in a healthcare setting - Knowledge of medical terminology - Proficiency in Excel and other Microsoft Office applications - Certification in customer service or a related field

## Benefits and Perks - Competitive salary - Comprehensive benefits package, including medical, dental, and vision insurance - 401(k) plan with company match - Paid time off and holidays - Remote work stipend - Ongoing training and professional development opportunities - Collaborative and dynamic work environment

- Tip: Make sure to highlight your excellent communication skills, both written and verbal, in your application and during the interview process.

• To stand out, emphasize your ability to work effectively in a fast-paced environment and your experience in handling high volumes of calls.
• Be prepared to provide examples of times when you demonstrated empathy and patience in challenging situations.
• Practice using relevant software and tools, such as Excel, to demonstrate your technical proficiency.
• When negotiating salary, be sure to research the market rate for similar positions and highlight your relevant experience and skills.
• Be cautious of companies that do not provide clear information about the role, company culture, or benefits.