Perform duties to process incoming referral documentation and patient and prescriber registration to initiate patient intake process, where accuracy and efficiency are critical to customer satisfaction, and ongoing quality of service, working within the limits of prescribed routines.
Receive, identify and compile documents received through fax server for processing.
Gather and review documentation related to patient and prescriber demographics to determine completeness.
Contact referral source via phone to obtain any missing information required for entry to computer system while building on lasting, mutually beneficial business relationships.
Assign and label documentation to the appropriate patient chart and ensure the accuracy and completeness of data entered to computer system during the referral workflow.
Contact patients to initiate an enduring business relationship with the pharmacy through exemplary customer service and ensuring patient satisfaction, and to provide and obtain required information.
Ensure that all workflow is processed in compliance with regulatory requirements and pharmacy operating policies and procedures.
Provide administrative patient care support as assigned and assist in the training of new associates in the processing of referral workflow or other administrative processes.
Document case activity, communications and correspondence in computer system to ensure completeness and accuracy of patient contact records. Ensure that work activities are conducted in compliance with regulatory requirements and the organization’s defined standards and procedures, and in a manner that provides the best available level of service and quality.
Perform or assist with any operations, as required to maintain workflow and to meet schedules and quality requirements.
Perform other related duties as assigned.
Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, and policies.
Consistent, acute attention to detail resulting in superior accuracy.
Exemplary customer service and customer relationship building skills.
Demonstrated organizational skills.
Demonstrated understanding of healthcare protocols for privacy.
Excellent Microsoft Office software skills, including Excel and Outlook in Windows format with demonstrated adaptability to internal systems (New Leaf and CPR+).
Ability to communicate with patients in a language other than English is desirable.
High School Diploma or GED equivalent required.
Additional specialized training in computer data entry and customer service preferred.
Some jurisdictions where this role is performed may require that associates maintain endorsement as a Certified Pharmacy Technician and report through a Pharmacist, in addition to the above requirements.