Customer Service Representative Specialty Pharmacy
Billings Clinic, Billings, MT, United States
Specialty Pharmacy (Specialty Pharmacy)
Shift: Day Employment Status: Full-Time (.75 or greater) Hours per Pay Period: 1.00 = 80 hours every two weeks (Non-Exempt) Starting Wage DOE: $17.00 - 21.25 The Pharmacy Customer Service Representative supports Specialty Pharmacy by serving as a primary point of contact for patients, providers, and other stakeholders. Under the general direction of the Pharmacy Coordinator, Manager, or Director, and under the direct supervision of a pharmacist, the agent ensures timely, accurate, and compassionate communication that reflects Billings Clinic's mission and values. The Pharmacy Customer Service Representative promotes and represents Billings Clinic services and programs, creating a welcoming and supportive environment for all callers. This position is primarily responsible for answering and routing calls, taking and relaying messages, scheduling appointments, and coordinating prescription pickup and delivery arrangements. Representative also respond to patient questions related to prescription pricing, payment terms, and pickup timelines, consulting a pharmacist when clinical input is needed. In addition to managing inbound and outbound calls, the Pharmacy Customer Service Representative conducts follow-up communications with patients and staff to confirm delivery or pickup details and performs basic record-keeping tasks such as filing and documentation. By maintaining close communication with team members across the Specialty Pharmacy, the agent ensures seamless coordination of care and prompt service to patients. The Pharmacy Customer Service Representative is accountable for delivering excellent customer service to patients, insurance companies, medical facilities, and providers, helping to ensure safe, efficient, and patient-centered pharmacy operations. Communicate with all callers using Billings Clinic's Personal Service Excellence standards being Kind, Safe, and Courageous in every interaction. Accurately assist callers by transferring, paging, or answering questions to ensure they reach the right person or receive the correct information. Maintain a courteous, professional demeanor to support and promote a positive business atmosphere. Provide scheduling assistance, including creating, canceling, or rescheduling appointments with pharmacists. Screen and route patient calls to appropriate departments efficiently, ensuring accurate registration and documentation. Coordinate with pharmacy staff to facilitate prescription pickup or delivery arrangements. Work effectively within a team environment, coordinating workflow with other team members to maintain productivity and efficiency. Support colleagues by sharing information, helping balance workloads, and contributing to a collaborative environment. Utilize performance improvement principles to assess and enhance the quality of services provided. High school graduate or equivalent or high school student with excellent reading and math skills Or an equivalent combination of education and experience relating to the above tasks, knowledge, skills and abilities will be considered. Employees that require a licensed or certification must be properly licensed/certified and the licensure/certification must be in good standing. Billings Clinic is Montana's largest health system serving Montana, Wyoming and the western Dakotas. A not-for-profit organization led by a physician CEO, the health system is governed by a board of community members, nurses and physicians. Billings Clinic includes an integrated multi-specialty group practice, tertiary care hospital and trauma center, based in Billings, Montana.
Shift: Day Employment Status: Full-Time (.75 or greater) Hours per Pay Period: 1.00 = 80 hours every two weeks (Non-Exempt) Starting Wage DOE: $17.00 - 21.25 The Pharmacy Customer Service Representative supports Specialty Pharmacy by serving as a primary point of contact for patients, providers, and other stakeholders. Under the general direction of the Pharmacy Coordinator, Manager, or Director, and under the direct supervision of a pharmacist, the agent ensures timely, accurate, and compassionate communication that reflects Billings Clinic's mission and values. The Pharmacy Customer Service Representative promotes and represents Billings Clinic services and programs, creating a welcoming and supportive environment for all callers. This position is primarily responsible for answering and routing calls, taking and relaying messages, scheduling appointments, and coordinating prescription pickup and delivery arrangements. Representative also respond to patient questions related to prescription pricing, payment terms, and pickup timelines, consulting a pharmacist when clinical input is needed. In addition to managing inbound and outbound calls, the Pharmacy Customer Service Representative conducts follow-up communications with patients and staff to confirm delivery or pickup details and performs basic record-keeping tasks such as filing and documentation. By maintaining close communication with team members across the Specialty Pharmacy, the agent ensures seamless coordination of care and prompt service to patients. The Pharmacy Customer Service Representative is accountable for delivering excellent customer service to patients, insurance companies, medical facilities, and providers, helping to ensure safe, efficient, and patient-centered pharmacy operations. Communicate with all callers using Billings Clinic's Personal Service Excellence standards being Kind, Safe, and Courageous in every interaction. Accurately assist callers by transferring, paging, or answering questions to ensure they reach the right person or receive the correct information. Maintain a courteous, professional demeanor to support and promote a positive business atmosphere. Provide scheduling assistance, including creating, canceling, or rescheduling appointments with pharmacists. Screen and route patient calls to appropriate departments efficiently, ensuring accurate registration and documentation. Coordinate with pharmacy staff to facilitate prescription pickup or delivery arrangements. Work effectively within a team environment, coordinating workflow with other team members to maintain productivity and efficiency. Support colleagues by sharing information, helping balance workloads, and contributing to a collaborative environment. Utilize performance improvement principles to assess and enhance the quality of services provided. High school graduate or equivalent or high school student with excellent reading and math skills Or an equivalent combination of education and experience relating to the above tasks, knowledge, skills and abilities will be considered. Employees that require a licensed or certification must be properly licensed/certified and the licensure/certification must be in good standing. Billings Clinic is Montana's largest health system serving Montana, Wyoming and the western Dakotas. A not-for-profit organization led by a physician CEO, the health system is governed by a board of community members, nurses and physicians. Billings Clinic includes an integrated multi-specialty group practice, tertiary care hospital and trauma center, based in Billings, Montana.