Patient Care Representative II

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Shift details: Full-time employees will work 40 hours per week

• Monday-Friday 12:00 pm to 8:00 pm
• Saturday-Sunday 8:00 am to 4:00 pm (rotating with team)

If you are a dedicated and compassionate individual eager to make a meaningful contribution to patient care, we encourage you to apply for the Customer Service Representative role in our thriving call center. Join our team and contribute to improving healthcare experiences for our patients.

About Gifthealth: Gifthealth is dedicated to simplifying and democratizing the pharmacy experience for patients and providers nationwide. In less than a year, we have already served thousands of patients and are rapidly expanding on a national level. We believe that health should be prioritized, not privileged, and we are committed to this mission. Come join us at Gifthealth!

About the Patient Care Team: Our call center is the heart of Gifthealth's operations, putting the patient at the forefront. Joining our call center team means becoming a key player in delivering exceptional service and support to our patients, providers, and pharmacies. As a member of this team, you will directly interact with patients while also collaborating internally with various teams. This dynamic environment will provide you with an in-depth understanding of the Voice of the Customer, ensuring their needs are met with the highest level of quality.

Key Responsibilities:

• Call Handling: Professionally and empathetically respond to incoming customer calls, emails, or chats, offering accurate information and effectively resolving queries. Average daily call goal of 75+.
• Prescription Management : Take verbal prescriptions from healthcare providers, transfer prescriptions between pharmacies, and annotate prescriptions.
• Issue Triage: Identify the nature of customer issues and direct them to the appropriate internal teams for resolution, as needed.
• Feedback Collection: Gather valuable patient feedback and technical issues, forwarding this information to our account management, partner pharmacy, and product teams to facilitate continuous improvement.
• Problem Solving: Understand patients' needs, clarify information, conduct research, and present solutions or alternatives to ensure their satisfaction.
• Customer Engagement: Go above and beyond to engage with patients, foster enduring relationships, and cultivate positive experiences.
• Documentation: Maintain detailed and comprehensive records of all customer interactions for future reference.

Qualifications:

• High School Diploma or equivalent
• Previous experience in customer support, service, or success roles, preferably within healthcare and/or high-growth startups (minimum 4-5 years).
• Track record of excelling in a call center environment with outstanding performance metrics.
• Strong problem-solving skills with an emphasis on process improvement.
• Preferred Pharmacy Technician certification; support provided for obtaining this certification.

Our Offer:

• A highly rewarding position addressing real-world challenges for individuals relying on affordable medication access.
• Generous vacation package.
• Comprehensive healthcare benefits offered by Gifthealth.
• Competitive compensation ranging from $21.00 to $23.00 per hour, based on experience and performance.
• Option for hybrid work is available for Full-Time employees once specific metrics are accomplished.