Job Description
About the position Responsibilities • Records and processes orders or inquiries received by fax, mail, telephone and/or through patient direct contact. • Provides timely response to patients' inquiries by telephone and/or email in an in or outbound service center, consistent with service and quality standards. • Creates referrals for incoming transfers from across the Walgreens enterprise. • May perform Order Processing functions such as data entry, call doctors' offices for Rx clarifications, and triage calls to a pharmacist as appropriate. • Collects insurance information and may perform benefit investigation for triaged referrals, including adding/updating prior authorization information, processing major medical insurance claims and calling payers to update prior authorizations, as appropriate. • Coordinates enrolling patients with financial assistance programs, upon patient consent. • Coordinates and schedules patient orders, including making calls to patients and doctors' offices to schedule orders in accordance with site of care requirements. • Uses internal tools and Excel documents to determine correct channel or location for a specialty prescription to be filled within the Walgreens enterprise. • Serves as a single point of contact for inquiries from Walgreens Community Based Specialty pharmacies. • Collaborate with cross-functional teams as needed to meet local specialty patient needs (PAP, infusion services, insurance carve-outs). • Respond to inquiries and provide guidance related to Limited Distribution drug access and referral routing across the enterprise. • Assists with the reporting of triaged inbound and outbound requests. • Other responsibilities as judgment or necessity dictate. Requirements • High school diploma or GED. • 1 year of work experience in call center environment, health care setting, pharmacy setting, pharmacy benefit, medical billing, or prior authorizations. • Intermediate level skill in Microsoft suite of products. • Experience providing customer service to internal and external customers, including meeting quality standards of services and evaluation of customer satisfaction. • Willing to work mandatory extra hours including evenings, weekend, and/or hours outside of business hours. Nice-to-haves • Having an active pharmacy technician license or certification as required by state Board of Pharmacy is highly preferred. • 1 year of work experience in call center environment, health care setting, pharmacy setting, pharmacy benefit, medical billing, or prior authorizations. Apply tot his job