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Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day. Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015.

Position Summary

The Mail Order Pharmacy Patient Service Representative (PSR) works collaboratively with all members of the Pharmacy Mail Order Team to provide world class service to both the patients and staff of Martin’s Point. Acts as a first contact for patients and external customers calling into the Mail Order Pharmacy and always manages a positive patient experience. Answers all Mail Order Phone Calls within established quality metrics and standards Responsible for securing patient information, including inbound and outbound call support. The Mail Order Pharmacy PSR collects information on Mail Order Pharmacy patients and routes information to appropriate pharmacy leader of staff for the purpose of fulfilling prescription fills. Assists with patient service-related administrative tasks to ensure patient requests are met.

Job Description

Key Outcomes:

+ Utilizing superior customer service skills, responds to all patient and external customer requests via incoming phone call resulting in consistent First Call Resolution according to establish processes and protocols and within established quality metrics.

+ Processes all patient and external customer requests through appropriate coordination with on-site staff. Ensures messages and collected patient information is accurate and complete.

+ Ensures a positive patient experience through thorough information collection and retention of current patients.

+ Serves as a resource to patients and the Mail Order Pharmacy team.

+ Follows Standard Processes and Protocols related to mail order functions (med refills, order follow through/tracking, closing open data gaps for successful processing.

+ With supervisory support, the Mail Order Pharmacy PSR tracks and follows up on work requested to be performed.

+ Participates in process improvement activities

+ Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes

+ Demonstrates in-depth knowledge of Martin’s Point’s mission, vision, and multiple lines of business.

Education/Experience:

+ HS Diploma or equivalent

+ 2+ years of experience working in an administrative and/or customer service-oriented environment required.

+ Experience in a contact center setting and/or in a patient services environment with pharmacy, billing, insurance processing or related tasks.

Skills/Knowledge/Competencies (Behaviors):

+ Demonstrates an understanding of and alignment with Martin’s Point Values.

+ Ability to function independently and professionally

+ Basic knowledge of telephonic skills for collection of data and information sharing

+ Windows Based Computer skills: data entry and word processing ability

+ Demonstrated telephone etiquette and positive interpersonal skills

+ Ability to handle difficult conversations with patients and internal customers

+ Excellent organizational skills

+ Ability to analyze and problem solve

+ Detailed oriented and excellent follow through skills

+ Ability to work with a variety of customers ranging from patients, internal customers, peers

+ Must be able to work flexible hours which may include weekends, evenings and holidays.

There are additional competencies linked to individual contributor, provider and leadership roles. Please consult with your leader to discuss additional competencies that are relevant to your position.

This position is not eligible for immigration sponsorship.

We are an equal opportunity/affirmative action employer.

Do you have a question about careers at Martin’s Point Health Care? Contact us at: [email protected]