Position Summary:

Answer patient inquiries through telephone calls and/or e-mail, problem-solve with patients and enter data into Pharmacy applications and vendor platforms. Serve as the initial point of patient contact, both inbound and outbound related to specific assigned area. Provide support for patient escalation and serve as a mentor for the Patient Services Technician role. Demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion and safety.

Essential Job Functions:

• Address patient inquiries received directly through Kroger Health Connect telephone number.
• Utilize Pharmacy applications and vendor platforms for data entry and to optimize patient care.
• Protect customer information in accordance with state and federal pharmacy laws including HIPAA law and corporation standards.
• Ensure all tasks are conducted with accuracy and in a Customer 1st manner consistent with company and patient policies.
• Resolve and manage difficult customer situations in a professional manner.
• Achieve and maintain productivity levels consistent with contact center standards
• Serve as a liaison between Kroger Health & Wellness and the patient.
• Problem-solve with a goal of first contact resolution.
• Follow-up on patient inquires within departmental guidelines.
• Collaborate on multi-level communication with patient, pharmacy, provider and insurance to deliver comprehensive care.
• Assist with the training and development of Kroger Health Connect team members.
• Provide feedback and assistance with new program development.
• Perform select advanced level functions under the direction of a Patient Service Specialist.
• Serve as a backup Patient Service Specialist and assist with the Resource line as needed.
• Maintain contact with store personnel as needed.
• Maintain flexibility to work weekends, evenings, and holidays as part of a standard work schedule.
• Must be able to perform the essential functions of this position with or without reasonable accommodation.

Minimum Position Qualifications/Education:

• High school diploma or GED
• Ability to type 35-40 words per minute
• Proven customer service background
• Contact Center Experience
• Intermediate Microsoft Office skills
• Strong written and oral communication skills with the ability to effectively communicate with customers
• Ability to organize and prioritize a variety of tasks/projects
• Ability to work both independently and as a team
• Strong attention to detail
• Ability to maintain composure during stressful situations
• Ability to pass FBI/BCI background check
• State Registered/Licensed Technician or Nationally Certified Technician

Desired Previous Job Experience:

• Retail experience
• Call Center experience
• Pharmacy experience

Education Level: High School Diploma/ GED Required
Required Certifications/Licenses: Pharmacy Technician Certification
Position Type: Full-Time
Shift(s): [[mfield4]]
Regions: General Office- Cincinnati

Job Type: Full-time

Pay: $16.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Relocation assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Blue Ash, OH: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Excel: 1 year (Preferred)

Work Location: One location

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