Clinical Call Center Rep
JOB SUMMARY (added February 2025)
The Clinical Call Center Rep conducts outbound calls and receives inbound calls in a high-volume call center environment to engage patients in the Medication Therapy Management (MTM) program. This role involves explaining program benefits, scheduling medication reviews, and assisting with prescription refills. The Clinical Call Center Rep provides exceptional customer service while supporting clinical staff and performs administrative tasks that do not require clinical judgment.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Conduct proactive patient outreach to introduce and explain the benefits of the MTM program, while overcoming objections and using persuasive communication techniques to engage patients who may be hesitant or initially unreceptive
- Schedule patient appointments for MTM services such as Comprehensive Medication Reviews, Disease State Medication Reviews, or Targeted Interventions.
- Receive and respond to incoming patient calls; take appropriate action based off protocols and use critical thinking skills to escalate calls to appropriate parties when needed
- Accurately document all discussions with patients and schedule follow up appointments as needed
- Update patient demographic information in the MTM platform
- Obtain correct/updated contact information for health care providers, patients, and/or pharmacies
- Assist patients with medication refills, extended day supply refills, and/or coordinating prescription renewals with pharmacies and providers
- Promote a mission-driven team culture, actively demonstrating accountability, empathy, integrity, opportunity and unity
- Provide exemplary internal and external customer service through prompt, professional, and polite communication
- Perform auxiliary functions essential to the efficient operation of the department