Customer Service Representative

Description
Sterling Specialty Pharmacy is part of Astrup Companies, an innovative, growing, family-owned business located in Mendota Heights, MN. We have a rich, 70+ year history, with companies servicing every aspect of the pharmacy industry. As an employee of Sterling Specialty Pharmacy, you can expect to be treated with care and respect. We have a state of the art facility that was built in 2017 and are looking to continue to grow our strong team as our business grows!

• This position would be a Monday - Friday position with competitive wages.
• Hours of operation are 7:30 am - 5:00 pm
• We offer Full health benefits, a 401(k) program with a company match and a Profit Sharing bonus program.
• This is a closed door pharmacy with no direct patient contact.
• We are a rapidly growing business with many opportunities for professional growth and advancement.

To learn more about Astrup Companies, go to this link:
Qualifications:
Required Education/Training/Professional Experience:

• High School Diploma or equivalent G.E.D required

Position Summary: The Customer Service Representative provides customer service and a resourceful point of contact to patients and providers by scheduling deliveries. This includes setting up delivery methods, discussing the delivery schedule and refill procedures for the next delivery.
Core Competencies & Responsibilities:

• Provide customer service to the internal and external customer by making and receiving inbound and outbound calls for delivery of medications
• Comply with HIPAA standards for inbound and outbound calls
• Review all notes prior to delivery confirmation; communicating with patient and caregiver, and/or physician office, insurance investigation, and patient responsibility.
• Confirm form of payment information (credit card, debit card, etc.)
• Charge credit card/debit card as needed for all Major Medical and Self Pay patients
• Schedule deliveries of medication in a timely manner to ensure compliance with patient's treatment
• Document in the appropriate system all needed information, indicating correct ship date and delivery address
• Review information for accuracy: addresses, medication shipping, authorization on file, and collection of patient co-pay
• Notify clinical staff with any patient side effects and/or requests from the patient and caregiver
• Provide status updates to physician office when appropriate
• Track packages with delivery service tools to ensure the patient receives medication in a timely manner and stability is intact.
• Solve issues that arise in a timely manner, documenting all relevant information on the patient's record.
• Serve as a liaison between other departments within the company and the patients
• Participate in quality program initiatives and improvement activities
• Comply with all regulatory requirements, including HIPAA/HITECH
• Communicate effectively, in person, over the phone, and in writing
• Maintain a flexible schedule that may include early morning, evening and weekend hours
• Manage large work volumes without loss of focus and with a high degree of accuracy
• Complete multiple daily work assignments and stay on schedule with all duties and responsibilities
• Be dependable in attendance and motivated to demonstrate persistence and overcome obstacles

Performance Requirements:

• Possess a thorough knowledge of organizational policies, procedures, and systems
• Comply to all Astrup Companies policy and procedures
• Create a culture of positivity and excitement within the workplace
• Develop constructive and cooperative working relationships with other team members. Care. Respect their time, work and talents.
• Be able to multitask
• Be focused and disciplined
• Possess excellent organizational skills, with attention to detail and accuracy
• Be self-motivated and able to work well on an independent basis
• Display strong customer service skills
• Innovate - Think outside-the-box. Bring original ideas to the team/organization
• Embrace our Guiding Principles. Use them to guide decision making.
• Go Beyond!

Physical Requirements & Work Demands:

• Frequent immobility and/or sitting required for extended periods of time.
• Some bending and stooping required.
• Requires manual dexterity to operate keyboard, calculator, photocopy machine, and other office equipment.
• The ability to work 40 hours or more per week
• The ability to maintain a flexible schedule when need arises

Working Environment:

• Normal office environment