Call Center Representative

Oct 15, 2020
Institution Type
Four-Year Institution
Call Center Representative

Job no: 514842
Work type: Temp Part-Time
Location: Alachua
Categories: Administrative/Professional, Office/Clerical, Other

Classification Title:

Call Center Representative

Job Description:

The University of Florida’s Center for Quality Medication Management is hiring part-time and full-time Call Center Representatives. This position will be responsible for effectively assessing patient/provider/customer needs and concerns, provision of timely MTM services and quality related services, receipt and response to calls from both provider offices and pharmacies, as well as participation in all required MTM center operational meetings and training sessions.

Duties include:

  • Participation in all required MTM center operational meetings and training sessions as necessary
  • Provision of timely MTM services and quality related services
  • Receipt and response to calls from both provider offices and pharmacies if necessary
  • Receives, places and responds to communications (telephonic, fax, email etc.) for patients, providers, pharmacies and other healthcare related entities
  • Performs data entry as required for assigned duties
  • Ensures first contact resolution- effectively assesses patient/provider/customer needs and concerns, requests additional help when needed
  • Determines appropriate actions to be taken in service communications and escalates communications as needed
  • Other duties as assigned
  • Expected Salary:

    Salary based upon experience and potentially adjusted by second language skills.

    Minimum Requirements:

    High school diploma or equivalent.

    Preferred Qualifications:
    • Strong verbal and written communication skills
    • Training as a pharmacy technician (preferred), Other qualifications to be considered
    • Prior call center, managed care, retail, or MTM experience preferred
    • Experience in a patient care environment or other related customer service fields preferred
    • Ability to sit for long periods of time, making continuous calls for the majority of all shifts
    • Highly dependable and adherent to all work and attendance policies
    • Ability to evaluate information from both oral and written sources, pharmaceutical references, and report information to pharmacists
    • Uses, and pronounces, common medical and pharmaceutical terms correctly
    • Ability to diffuse difficult calls, and escalate to the next level of support only when necessary
    • Understanding of Medicaid and Medicare Part D drug benefit and basic design of the drug benefit
    • High energy, mature and comfortable working with all levels of professionals, students, and patients
    • Polite, courteous, professional speaking voice, able to maintain a pleasant tone and demeanor on the phone
    • Presents a warm, friendly and empathetic atmosphere in person and by phone using active listening techniques
    • Ensures privacy and confidentiality as required by HIPAA, company and departmental guidelines
    • Ability to probe and question patients and providers to understand concerns or needs
    • Strong command of the English language (Bilingual preferred)
    Special Instructions to Applicants:

    Interviews will be ongoing for multiple available positions.

    These positions require a criminal background check prior to hire.

    In order to be considered, you must upload your cover letter, resume, and list of references.

    Application must be submitted by 11:55 p.m. (ET) of the posting end date.

    This is a time-limited position.

    Health Assessment Required:No

    Advertised: 14 Oct 2020 Eastern Daylight Time
    Applications close: 15 Nov 2020 Eastern Standard Time

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