Customer Service Technician - QNS Recruiting

Full Time - Rotating Shifts 

Pittsburgh, Pa 

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.

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