Provides a training environment for the Refill Call Center team. The Retail Call Center will handle incoming calls made to CPSL
sites concerning medications through an Interactive Voice Response(IVR) system. Pertinent information will be gathered from
the caller, and along with review of the electronic medical record, call center employees will utilize scripting to determine a response
to the needs of the caller. The Refill Call Center staff will be addressing medication related questions, issues, prior authorizations as
well as refill approvals.
Performs duties to support the goals and objectives of Geisinger Health System in its efforts to provide quality patient care and patient satisfaction.
Reports to the Refill Call Center Manager.
SPECIFIC POSITION DUTIES:
*Identifies new hire candidates for training on the Refill Call Center processes.
*Formulates continuous improvement training for all Refill Call Center employees.
*Formulates re-training for existing agents to help with areas where there is a gap.
* Analyzes historical data to determine where training is needed.
*Conducts training sessions to enable a Refill Call Center employee to handle caller issues and questions.
*Reviews documentation and identify gaps.
*Updates scripting documents and/or information to guide Refill Call Center employees in responses.
*The job duties listed above encompass a broad range of duties that can be performed by a pharmacy technician in a Geisinger facility.
The actual position a person fills, may or may not include certain duties, depending on the location of the work, i.e., inpatient or
outpatient work settings, and specific work flow requirements of the work area. The duties applicable to each individual position will
be confirmed during the orientation and trianing phases applicable to the position.
*Denotes essential job functions
COMPETENCIES AND SKILLS:
Demonstrates ability to monitor and guide others.
Demonstrates knowledge of call center key performance indicators.
Demonstrates understanding of contact center phone systems.
Demonstrates excellent oral and written communication skills.
Demonstrates superior knowledge and understanding of customer service concepts.
EDUCATION AND/OR EXPERIENCE:
High School diploma or equivalent is required.
National Certified Pharmacy Technician certificate is required*. Must accrue enough continuing education credits to maintain the
certification. Completed 4,160 + work hours as a pharmacy technician (previous non-Geisinger experience is acceptable if it can be verified)
Minimum 3 years’ experience in a call center environment is preferred.
Must maintain certification requirements once certified*
*Flex employees do not need to be certified within one year of their hire date, however, they must fulfill all other internal departmental
requirements (i.e. tests, competencies, etc.) satisfactorily as a requirement to maintain their employment.
WORKING CONDITIONS/PHYSICAL DEMANDS:
Work is typically performed in a call center/office environment.
This position requires prolonged sitting.
This position requires use of a headset.
The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
One of the nation’s most innovative health services organizations, Geisinger serves more than 1.5 million patients in Pennsylvania and New Jersey. The system includes 13 hospital campuses, a nearly 600,000-member health plan, two research centers and the Geisinger Commonwealth School of Medicine. A physician-led organization, with approximately 32,000 employees and more than 1,800 employed physicians, Geisinger leverages an estimated $12.7 billion positive annual impact on the Pennsylvania and New Jersey economies. Repeatedly recognized nationally for integration, quality and service, Geisinger has a long-standing commitment to patient care, medical education, research and community service. For more information, visit geisinger.org or connect with us onFacebook, Instagram, LinkedInand Twitter.
** Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
*Domestic partner benefits not applicable at Geisinger Holy Spirit.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh Food
Farmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencing
programs, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.
Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers.
What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.
To improve the patient experience by providing health care providers; patients and their families; and others with information, education, networking opportunities, and related resources focused on best practices.