Customer Service Representative - Galderma

**JOB TITLE:** Customer Service Representative EMPLOYER: AssistRx **** **DEPARTMENT:** Patient Solutions **REPORTS TO:** Supervisor, Patient Solutions **** **EFFECTIVE DATE:** 3/22/2021 **REVIEWED DATE:** 04/12/2026 **** **SUMMARY:** This position is responsible for meeting or exceeding the customer’s expectations by assessing our customer’s needs, assigning priorities, and triaging the information to the appropriate resources by performing the following duties. (Customers may include patients, medical professionals, and family members). **** **DUTIES AND RESPONSIBILITIES:** - Act as first point of contact with patients by carefully evaluating the purpose of the call, carefully assessing their purpose, prioritizing their handling, and triaging the calls if indicated. Maintain information regarding Patient Solutions initiatives and explain them to our customers when appropriate. - Enroll new customers to Patient Solutions. - Record activities in the patient database and follow up to secure services (such as commercial calls and mailing of promotional materials, etc.) for our customers by contacting physician’s offices, pharmacies, and other external entities to ensure AssistRx is meeting the patient’s needs. - Data entry of incoming documents - Understand adverse events, identify and record them - Complete various special projects as required. - Performs other related duties as assigned by management. **** **SUPERVISORY RESPONSIBILITIES:** - This job has no supervisory responsibilities. **** **QUALIFICATIONS:** - High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience. - Ability to assist with other ad-hoc projects and cross train within the call center environment. - Computer skills: Microsoft Office Suite. - Some college preferred. - At least 2 years’ experience in a customer service/call center setting preferred. - Medical Insurance knowledge is preferred **** **COMPETENCIES:** - **Adaptability** - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. - **Attendance/Punctuality** - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. - **Customer Service** - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. - **Diversity** - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce. - **Ethics** - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. - **Interpersonal Skills** - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. - **Oral Communication** - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. - **Organizational Support** - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity. - **Professionalism** - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. - **Quality** - Demonstrates accu…