Job Description :
The University of Florida’s Center for Quality Medication Management is hiring part-time and full-time temporary Clinical Associates / Technicians.
This position is located at UF's Lake Nona Campus in the Orlando area. This position will be responsible for effectively assessing patient / provider / customer needs and concerns, provision of timely MTM services and quality related services, receipt and response to calls from both provider offices and pharmacies, as well as participation in all required MTM center operational meetings and training sessions.
Duties include :
Participation in all required MTM center operational meetings and training sessions as necessary
Provision of timely MTM services and quality related services
Receipt and response to calls from both provider offices and pharmacies if necessary
Receives, places and responds to communications (telephonic, fax, email etc.) for patients, providers, pharmacies and other healthcare related entities
Performs data entry as required for assigned duties
Ensures first contact resolution- effectively assesses patient / provider / customer needs and concerns, requests additional help when needed
Determines appropriate actions to be taken in service communications and escalates communications as needed
Other duties as assigned
Expected Salary :
Salary based upon experience and potentially adjusted by second language skills.
Minimum Requirements :
High school diploma or equivalent.
Preferred Qualifications :
Strong verbal and written communication skills
Training as a pharmacy technician (preferred), Other qualifications to be considered
Prior call center, managed care, retail, or MTM experience preferred
Experience in a patient care environment or other related customer service fields preferred
Ability to sit for long periods of time, making continuous calls for the majority of all shifts
Highly dependable and adherent to all work and attendance policies
Ability to evaluate information from both oral and written sources, pharmaceutical references, and report information to pharmacists
Uses, and pronounces, common medical and pharmaceutical terms correctly
Ability to diffuse difficult calls, and escalate to the next level of support only when necessary
Understanding of Medicaid and Medicare Part D drug benefit and basic design of the drug benefit
High energy, mature and comfortable working with all levels of professionals, students, and patients
Polite, courteous, professional speaking voice, able to maintain a pleasant tone and demeanor on the phone
Presents a warm, friendly and empathetic atmosphere in person and by phone using active listening techniques
Ensures privacy and confidentiality as required by HIPAA, company and departmental guidelines
Ability to probe and question patients and providers to understand concerns or needs
Strong command of the English language (Bilingual preferred)