Customer Service Representative

Job Description

# Job Description

## Customer Service Representative (CSR)

### Position Summary

The purpose of the Customer Service Representative (CSR) role is to meet or exceed customer expectations by assessing customer needs, assigning priorities, and triaging information to the appropriate resources. Customers may include patients, medical professionals, and family members. The CSR functions as part of a multidisciplinary team to provide information about the services offered through Patient Services and to support patient access and engagement.

### Key Responsibilities

• Act as the first point of contact for patients by carefully evaluating the purpose of incoming calls, prioritizing requests, and triaging calls as appropriate.
• Maintain up-to-date knowledge of Patient Services initiatives and articulate program offerings clearly to customers when applicable.
• Enroll new customers into Patient Services programs.
• Accurately document all activities within the patient database and tracking systems.
• Follow up to secure services (e.g., product training support, mailing of promotional materials) by coordinating with physician offices, pharmacies, and other external partners.
• Ensure patient needs are addressed and escalated when necessary.
• Complete various special projects and additional assignments as required.

Requirements

### Required Qualifications

### Preferred Experience

### Important Skills

Requirements

### Required Qualifications - Previous work experience in Specialty Pharmacy or customer service environments. - Professional-level computer proficiency, including : - Microsoft Office applications - Email and web-based platforms - Keyboarding and general data entry skills - Experience working with individuals in high-pressure, time-sensitive situations (phone-based or face-to-face) that require problem-solving, decision-making, sound judgment, and exceptional customer service skills. - This experience may be gained through a combination of professional work and post-secondary education and does not have to be exclusively within a traditional customer service role. - Strong multitasking abilities and effective time management skills. - Comfort operating in high-volume, fast-paced environments. - Dependable with a strong work ethic. - Ability to receive, implement, and respond positively to coaching and feedback. ### Preferred Experience - Experience working with databases, CRM systems, or tracking tools (Salesforce CRM preferred). - Background in the healthcare or pharmaceutical industry. - Familiarity with patient care coordination and the challenges associated with managing medical conditions. ### Important Skills - Demonstrated success working in a high call-volume setting.