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Customer Service Reps

With regard to prescription orders, deliveries, and patient accounts, customer service reps address patient concerns, solve issues, and provide support while maintaining patient confidentiality. Customer service reps might help patients by setting up accounts, processing a request, or tracking delivery information. 

While communicating with patients, customer service reps must adhere to facility standards in professionalism and performance — which may be evaluated based on patient surveys. Customer service reps may also be responsible for fulfilling prescription refill requests, verifying coverage, and processing authorizations. Ultimately, it’s a customer service rep’s priority to provide effective, clear, and professional assistance. 

Job Responsibilities

  • Receive incoming phone calls 
  • Place outgoing phone calls 
  • Address patient questions, concerns, and complaints 
  • Process requests 
  • Display constant professionalism 
  • Record conversations and document requests 
  • Preserve patient confidentiality 
  • Assist with patient account set-up 

Qualifications and Skills 

  • High school diploma, GED, or equivalent experience 
  • Bachelor’s degree in a related field preferred 
  • 1+ years of customer service experience 
  • 1+ years of experience in a call center preferred 
  • Proficiency with word processing software