JOB DESCRIPTION

Position Summary:
Answer patient inquiries through telephone calls and/or e-mail, problem-solve with patients and enter data into Pharmacy applications and vendor platforms. Serve as the initial point of patient contact, both inbound and outbound related to specific assigned area. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety.

RESPONSIBILITIES

Essential Job Functions:
• Address patient inquiries received directly through Kroger Health Connect telephone number.
• Utilize Pharmacy applications and vendor platforms for data entry and to optimize patient care.
• Protect customer information in accordance with state and federal pharmacy laws including HIPAA law and corporation standards.
• Ensure all tasks are conducted with accuracy and in a Customer 1st manner consistent with company and patient policies.
• Resolve and manage difficult customer situations in a professional manner.
• Achieve and maintain productivity levels consistent with contact center standards.
• Serve as a liaison between Kroger Health & Wellness and the patient.
• Problem-solve with a goal of first contact resolution.
• Follow-up on patient inquires within departmental guidelines.
• Collaborate on multi-level communication with patient, pharmacy, provider and insurance to deliver comprehensive care.
• Maintain flexibility to work weekends, evenings, and holidays as part of a standard work schedule.
• Must be able to perform the essential functions of this position with or without reasonable accommodation.

Desired Previous Job Experience:
• Retail experience
• Call Center experience
• Pharmacy experience
Minimum Position Qualifications/Education:
• High school diploma or GED
• Ability to type 35-40 words per minute
• Proven customer service background
• Intermediate Microsoft Office skills
• Strong written and oral communication skills with the ability to effectively communicate with customers
• Ability to organize and prioritize a variety of tasks/projects
• Ability to work both independently and as a team
• Strong attention to detail
• Ability to maintain composure during stressful situations
• Have reliable transportation
• Ability to pass FBI/BCI background check
• After hire, must pass administered, state approved test required to become a registered Pharmacy Technician and maintain multi-state licensure as defined by specific assigned tasks
• Obtain National Pharmacy Technician Certification within 12 months from hire date