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OUTCOMES

Outcomes provides healthcare solutions that connect payers, pharmacies, and pharmaceutical manufacturers to enhance patient outcomes. Their platform offers a suite of services including clinical pharmacy, patient engagement, and medication therapy management, aimed at optimizing pharmacy operations and improving healthcare delivery. By leveraging a vast network, Outcomes empowers pharmacists to strengthen patient relationships and streamline workflows, ultimately driving better health results and revenue growth for pharmacies and healthcare providers.

<div>JOB SUMMARY (added February 2025)
The Clinical Call Center Rep conducts outbound calls and receives inbound calls in a high-volume call center environment to engage patients in the Medication Therapy Management (MTM) program. This role involves explaining program benefits, scheduling medication reviews, and assisting with prescription refills. The Clinical Call Center Rep provides exceptional customer service while supporting clinical staff and performs administrative tasks that do not require clinical judgment.
ESSENTIAL DUTIES &amp; RESPONSIBILITIES<ul><li>
Conduct proactive patient outreach to introduce and explain the benefits of the MTM program, while overcoming objections and using persuasive communication techniques to engage patients who may be hesitant or initially unreceptive</li><li>
Schedule patient appointments for MTM services such as Comprehensive Medication Reviews, Disease State Medication Reviews, or Targeted Interventions.</li><li>
Receive and respond to incoming patient calls; take appropriate action based off protocols and use critical thinking skills to escalate calls to appropriate parties when needed</li><li>
Accurately document all discussions with patients and schedule follow up appointments as needed</li><li>
Update patient demographic information in the MTM platform</li><li>
Obtain correct/updated contact information for health care providers, patients, and/or pharmacies</li><li>
Assist patients with medication refills, extended day supply refills, and/or coordinating prescription renewals with pharmacies and providers</li><li>
Promote a mission-driven team culture, actively demonstrating accountability, empathy, integrity, opportunity and unity</li><li>
Provide exemplary internal and external customer service through prompt, professional, and polite communication</li><li>
Perform auxiliary functions essential to the efficient operation of the department</li></ul>
KNOWLEDGE &amp; REQUIREMENTS<ul><li>
Strong verbal and written communication skills</li><li>
Ability to navigate and document in multiple computer applications simultaneously</li><li>
Active listening and problem-solving skills</li><li>
Comfortable handling objections and using persuasive communication</li><li>
Ability to maintain professionalism and empathy in challenging conversations</li><li>
Attention to detail and accuracy in documentation</li><li>
Adaptability to changing scripts, workflows, and priorities</li><li>
Basic computer proficiency, including typing and multitasking in a remote environment</li><li>
Ability to troubleshoot basic technical issues, including internet connectivity, software navigation, and peripheral setup (monitors, headsets, cords, etc.)</li></ul>
EDUCATION &amp; EXPERIENCE REQUIREMENTS<ul><li>
High School diploma, GED or equivalent, or equivalent work experience preferred</li><li>
12 months of experience in at least one of the following settings: medical, pharmacy, health insurance or call center preferred</li><li>
Ability to provide excellent customer service with a can do attitude</li><li>
Comfortable performing repetitive tasks with consistency and attention to detail</li><li>
Proven record of excellent attendance and punctuality and ability to comply with Introductory Period Attendance Policy which is critical for proper training, and associate and company success.</li><li>
Ability to meet key performance metrics in a remote environment
</li></ul>PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee
 
to successfully perform the essential functions of this job.<ul><li>
Frequent sitting in stationary position at a desk</li><li>
Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs</li><li>
Occasional twisting of body</li><li>
Occasional reaching by extending hands and arms in any direction</li><li>
Occasional lifting, pulling, or pushing</li></ul>
What&rsquo;s In It For You?<ul><li>
Medical, Dental and Vision Plans</li><li>
Voluntary Benefits</li><li>
HSA &amp; FSA</li><li>
Fertility &amp; Family Planning Benefits</li><li>
Paid Parental Leave</li><li>
Adoption Assistance Program</li><li>
Employee Resource Groups</li><li>
Flex PTO for Exempt Associates &amp; up to 15 PTO days in first year of employment for non-exempt associates</li><li>
11 Paid Holidays</li><li>
Corporate Wellness Program</li><li>
401k Employer Match &amp; Roth Option Available &ndash; immediate eligibility</li></ul>
The hiring range for this position is $XX to $XX per hour. The actual base pay offered will consider candidate&rsquo;s geographic location, job related knowledge, experience, and skill amongst other potential factors. There may be a bonus or commission, and/or a long-term incentive that will be provided as part of the compensation package, along with medical, financial and/or other benefits, depending on the level and position offered.</div>

Clinical Call Center Rep

JOB SUMMARYThe Client Support Representative delivers high-level service, support, and solutions to customers using specific tools and phone systems, teleconference tools, and remote connection. The Client Support Representative will answer a high volume of calls from our clients.ESSENTIAL DUTIES &amp; RESPONSIBILITIESCustomer Interaction<ul><li>Respond promptly and professionally to inbound calls and other communication channels.</li><li>Provide accurate and relevant information to clients regarding products, programs, and services.</li><li>Address client inquiries and concerns with a customer-centric approach.</li></ul>Issue Resolution<ul><li>Identify and troubleshoot client issues, escalating them appropriately when necessary.</li><li>Utilize a ticketing system to efficiently manage and track client concerns adhering to documentation standards.</li><li>Offer effective and timely solutions to meet client needs.</li></ul>Product Knowledge<ul><li>Maintain a comprehensive understanding of the company's products, programs, and services.</li><li>Stay informed about updates and changes in offerings to assist clients effectively.</li><li>Utilize and maintain product knowledge base.</li><li>Submit Knowledge Base articles to be verified by Senior Staff, and revise when needed per KPI.</li></ul>Process Adherence<ul><li>Adhere to standard processes and procedures in handling client interactions.</li><li>Ensure compliance with established protocols for issue resolution</li></ul>Team Collaboration<ul><li>Collaborates effectively with internal teams to gather information, resolve customer issues and enhance the overall client experience.</li><li>Communicate regularly with team members to share insights and updates.</li></ul>Documentation<ul><li>Accurately record and document client interactions and resolutions.</li><li>Keep detailed and organized records for reference and reporting purposes.</li></ul>Client Retention<ul><li>Offer alternative solutions when appropriate with the goal of retaining clients' business.</li><li>Analyze client needs and recommend relevant features to enhance their experience.</li></ul>Continued Development<ul><li>Stay current with industry information, changes, and updates to provide informed support.</li></ul>Adaptability<ul><li>Demonstrate flexibility and adaptability in a dynamic and evolving client support environment.</li></ul>Ad-hoc Support<ul><li>Assist with additional support-related tasks and participate in Ad-Hoc projects as needed.</li></ul>KNOWLEDGE &amp; REQUIREMENTS<ul><li>Experience in a technical call center environment preferred.</li><li>Certified Pharmacy Technician preferred.</li><li>Ability to handle difficult client interactions and deescalate a situation using excellent listening and communication skills to relate to the client and resolve their issue effectively.</li><li>Ability to evaluate and analyze problems or tasks from multiple perspectives; adaptively employ problem solving methods to find creative or novel solutions; use logical, systematic, and sequential processes to solve problems.</li><li>Communicate ideas, thoughts, and facts in writing using proper grammar, spelling, document formatting and sentence structure</li></ul>EDUCATION &amp; EXPERIENCE REQUIREMENTS<ul><li>Minimum years of work experience: 2 years</li></ul>Pay: $22.00 per hourBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Application Question(s):<ul><li>Are you able to work on site Monday-Friday from 8-5 CST?</li></ul>Experience:<ul><li>Technical support: 2 years (Preferred)</li><li>Computer literacy: 2 years (Preferred)</li></ul>Ability to Commute:<ul><li>West Des Moines, IA 50266 (Required)</li></ul>Work Location: In person

Customer Support Representative

Join OUTCOMES and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

OUTCOMES

About Company

Clinical Call Center Rep

Customer Support Representative