Job Description

Position Summary

At CloudRx, we are seeking a skilled and detail-oriented Patient Advocate to join our team. As a Patient Advocate, you will be primarily responsible for handling inbound calls, assisting clients with their inquiries, and ensuring efficient transfer of calls to appropriate teams when necessary. Your exceptional communication skills and strong pharmaceutical knowledge will be critical in providing excellent clients service and contributing to the smooth operation of our pharmacy. At CloudRx, we understand that our business thrives when our employees thrive, and it begins with hiring the right Patient Advocate. 

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Inbound Calls Management: Manage inbound calls from clients, healthcare professionals, and stakeholders, offering courteous and knowledgeable assistance for inquiries and medication-related concerns. Utilize active listening to address needs or direct calls to the appropriate department.
• Call Transfer to appropriate team: Transfer complex calls to higher-level technicians or pharmacists for prompt resolution, ensuring a smooth transition and providing relevant information.
• Client Service and Support: Deliver exceptional clients service, handling complaints and educating clients about medications and usage.
• Compliance and Safety: Maintain compliance with pharmacy regulations, policies, and safety protocols.
• KPIs Responsibilities; The lead will monitor the number of inbound calls, calculating both the total per day and the total handled by individual agents. Other metrics being measured are the average speed to answer, average handling time, internal transfers, etc.
• Other assigned duties.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High school diploma or equivalent.
• Proven experience in a pharmacy or in a similar client service role is an advantage.
• Strong knowledge of pharmaceutical terminology, drug classifications, and common medications.
• Excellent communication skills, both verbal and written, with the ability to convey complex information in a clear and concise manner.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Detail-oriented, with a commitment to accuracy and precision in data entry and clients' interactions.
• Understanding of patient privacy and confidentiality standards (HIPAA).
• Willingness to work flexible hours, including weekends or evenings, as needed. 

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

• Prolonged periods sitting at a desk and working on a computer. Prolonged periods of standing and bending.
• The employee is frequently required to walk; use hands to finger, handle, or feel; and reach forward with hands and arms. The employee is also occasionally required to sit and stoop, kneel, or crouch.
• The employee must occasionally lift and/or move up to thirty pounds.

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