Inbound Call Center

This person will work as a Patient Care Coordinator for the Inbound Team.

They take Roughly 80 - 100 calls a day.

They work in a corporate office environment, that has a large call center. The specialty pharmacy deals with patients that have serious medical conditions like HIV/ Cancer/ MS...etc. They supply medication and medical supplies to those patients and make sure they are taken care of.

They will take 80-100 calls a day from these patients, who have questions / concerns, or information changing with the account and medical information. These calls could include refills for current prescriptions, changes in address or billing information, demographics, or if a prescription needs to be stopped due to a patient passing way. They could also be working with new patients enrolling prescriptions into their system.

They will need to have strong customer service skills and a positive attitude when working with these patients. Empathy with their customers is very important. Therefore call handle time, is not an important metric for this call center. They care more about the customer care the patient receives.

Shifts: MUST be open from 8am-8pm. Monday thru Friday. The shift these candidates will be placed on will most likely be 11am-8pm. However, their training for the first Month will most likely be first shift 8-5pm. Shifts are based on seniority, so they do vary, and they have shift bids every quarter.

Training: 2 weeks of formal training. Classroom setting and then shadow on the floor (watching current employees do the job, then they will do the job and have the mentors watch them).They are more concerned with the quality of the call and not trying to speed through calls.

Qualifications:

They will require at least 1 year of recent call center experience. Ideally they would like 2 + years. They need to have handled a high volume of calls. Job tenure is very important to the hiring manager as well.

If they have any background in health care in addition to the call center experience, it is a major plus.

They are also open to candidates that come from a medical office or hospital, that have had to schedule patients, or work with patients that are open to a call center position. We still have to make sure they are interested in working in a call center, however they would not have to have the call center background if they worked in some type of role within a doctors office or hospital.

About Aerotek: Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit aerotek.com. Aerotek is acting as an Employment Agency in relation to this vacancy.