Customer Experience Representative (Outbound Call Center)

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Advanced Rx is an established healthcare company with consistent year-over-year growth for the past 8 years. We are an ENT-focused compounding pharmacy specializing in customized medications to treat conditions of the nose and sinuses. Our goal is to provide patients access to high-quality medications at affordable prices. As an employer, we value integrity, teamwork, and communication. Not only that but Advanced Rx was recently recognized as the 2023 Best Places to Work!

Advanced Rx is currently seeking driven customer service candidates who will always put our patients first to ensure they receive the service and medication they require as prescribed by their physician.

ABOUT THE ROLE

Our Patient Experience team communicates directly with our patients over the phone to process their prescription orders while providing best-in-class customer service. They play a critical role in ensuring that patients are receiving their compound medication prescriptions in a timely manner and ensuring patient satisfaction. The Patient Experience Representative will perform the following actions:

• Place a high volume of outbound calls to patients on a daily basis
• Answering incoming phone calls from patients to answer questions, refill prescriptions, and process medication orders
• Verify patient information (demographics, health history, current medications, allergies) in our computer software, ensuring all information is complete and accurate
• Educate patients on the process for a customized compound medication, options for payment, insurance, shipping, and how to use the medication
• Look for opportunities to recommend our additional sinus treatment products to patients based on their needs
• Work directly with other team members including other customer service representatives, pharmacists, and management to provide accurate information
• Respond to patient questions knowledgeably and efficiently, referring to the correct department where appropriate
• Project a positive attitude and enhance each and every patient's experience with Advanced Rx
• Work remotely, in-office, or hybrid, while staying accountable to performance and activity metrics

Compensation:

• The Patient Experience representative will be paid an hourly rate of $18-21/hour with opportunities for monthly bonuses and incentives for overperformance of team and individual performance metrics.

Hours:

• Monday - Friday 10:30 AM - 7:00 PM with rotating, half-day Saturdays (11:00 AM - 3:00 PM).

ABOUT YOU

Candidates considered for the role of Patient Experience representative should have the following:

• 2+ years experience working directly with customers in customer service, support, or success capacity
• Comfortable outreaching proactively to customers while also handling inbound requests and inquiries on a daily basis
• Proven track record of reaching performance metrics for customer satisfaction, call activity, and conversion rates
• Excellent verbal and written communication skills with special attention to detail.
• Ability to navigate multiple web-based platforms efficiently including Google Suite, Salesforce, Slack, shared drives, and email
• Ability to adapt to a fast-paced environment and work in an organized manner.
• You are looking for a company with opportunities for growth and is motivated by having a direct impact on both company revenue and customer satisfaction.
• You are service oriented, willing to assist teammates and customers in all situations and work with all types of people to work towards goals.
• Candidates must reside in the state of Georgia, Florida, Texas, New Jersey, North Carolina, or Pennsylvania only. Headquarters located outside of Philadelphia in Fort Washington, PA.
• NO PHARMACY or HEALTHCARE EXPERIENCE IS REQUIRED

What Advanced Rx can offer you:

• Paid Time Off
• 401k matching
• Health Care/Vision/Dental Benefits cover you and your family
• Performance competition with the ability to earn incentives, prizes, and recognition every month
• Closed on Sundays
• Paid holidays
• Paid training and opportunities for growth within the company

The video below demonstrates the process and service that can be expected by a Customer Experience Representative once a prescription is received directly by an ENT physician:

https://flic.kr/p/2oECMVH

Check out our company culture events throughout the years!

https://flic.kr/ps/3WUAPo