Does the idea of doing something that really makes a difference in people’s lives while being well-compensated intrigue you? Are you looking to work for an organization that encourages growth and success from each and every one of its employees?
If so, AIDS Healthcare Foundation is the place for you!
Founded in 1987, AIDS Healthcare Foundation is the largest specialized provider of HIV/AIDS medical care in the nation. Our mission is to provide cutting edge medicine and advocacy, regardless of ability to pay. Through our healthcare centers, pharmacies, health plan, research and other activities, AHF prAHFdes access to the latest HIV treatments for all who need them.
AHF’s core values are:
• Value Employees
• Respect for Diversity
• Fight for What’s Right
STILL INTERESTED? Please continue!
As a member of the Performance Improvement department with in the Pharmacy Division provides an opportunity for collaborative contributions by the Customer Care and Quality Outcomes Specialist is essential to our success including working with various departments within Pharmacy and the Department of Medicine, as well as other divisions of AHF, our patients and partners. The skills discussed below are representative of the knowledge, experience and abilities that lead to our success together.
The Customer Care Center (Call Center) provides various call center services to the Department of Pharmacy and the Department of Medicine that enhance the customer experience for AHF.
Customer Care and Quality Outcomes Specialist contributes to AHF’s mission by presenting a friendly, helpful voice to patients, clients and customers seeking information, requesting to transfer their prescriptions to AHF, filing grievances or complaints.
The Customer Care and Quality Outcomes Specialist adds additional contributions to AHF by receiving incoming calls from patients wishing to schedule an appointment for services at an AHF Healthcare Center.
Within their duties of handling incoming calls in the Customer Care Center (Call Center), they are problem solvers, providing a “helping hand” and provide a calming influence to callers that seem to be upset or in a stressful situation.
The Customer Care and Quality Outcomes Specialist can enhance the experience of other AHF employees by being friendly and helpful and by offering to give them a helping hand when they need it. In addition, giving feedback to their manager about how service could be improved will allow the team member to enhance their contribution.
The Customer Care and Quality Outcomes Specialist adds consistent value to the AHF Pharmacy and Department of Medicine Teams by adapting to various situations with ease and by being flexible.
Skills That Contribute to Our Success
A Customer Care and Quality Outcomes Specialist’s superior telephone communication skills, interpersonal skills, customer friendly attitude, motivation to provide outstanding customer service, proactively assisting patients solve various issues and problems related to receiving service from the AIDS Healthcare Foundation.
A Customer Care and Quality Outcomes Specialist’s understanding of HIPA and AHF Standards for confidentiality, client anonymity, along with the AHF Department of Pharmacy’s and the Department of Medicine’s Compliance policy and procedures, assures our patients and clients that AHF and the departments of Pharmacy and Medicine are trusted partners in their overall care and quality of life.
Maintaining a neat and clean personal appearance, leaving assigned work station in a neat, clean and orderly condition, ready for the next shift, assisting with the training of others in the workflow and overall operation of the Customer Care Line contributes to an efficient and error free work place. Additional contributions such as assisting in the development and implementation of new systems and procedures, becoming “HIV Knowledgeable”, becoming cross trained in all aspects of the Performance Improvement operations and accepting assignments on a rotating basis.
Assisting AHF in providing “gold standard” customer service, becoming certified when appropriate, based on contracts, grants, Memorandum of Understanding agreements or any other Ryan White or Accreditation Standards, related to training, contributes to the growth of AHF with enrollment of new patients into service and the retention of patients in care.
Contributing to the success of patients and clients improvement of their quality of life by participating in various programs and services that enhance our patients’ adherence to therapy and treatment, communication with providers and referral sources.
Becoming familiar with all aspects of AHF’s mission, core values and scope of services, participating in community activities of AHF, AHF Pharmacy, AHF Affiliates, Affinity Groups and AHF Departments contributes by promoting the mission of AHF and the spirit of “giving back” to the communities we service.
EXPERIENCE, EDUCATION, LICENSES AND ABILITIES THAT ARE ESSENTIAL CONTRIBUTIONS
Success for the position of a Customer Care and Quality Outcomes Specialist requires that the team member have at least a high school diploma or general education degree (GED), have a current Technician license or certification (in the State where employed if required) and/or hold a National Pharmacy Technician Certification (current or successfully obtain within 180 days of employment), have a minimum of three (3) years of recent experience as a pharmacy technician or equivalent, have data input skills and experience in pharmacy systems, which includes typing skills and familiarity with Windows PC applications. In addition, have familiarity in electronic medical record systems.
Must have language skills that include the ability to read and interpret prescription and medical record documents, policies, procedures and guidelines, interpret documents such as safety rules, operating and maintenance instructions, write routine reports and correspondence, including entries in various computer programs utilized by AHF and various AHF departments, must have the ability to speak effectively with patients, clients and staff members in English (Bi-lingual in English and Spanish highly desirable and Creole in some specific geographies).
Must have at least intermediate skills to calculate figures and amounts such as a day’s supply of medications based on the prescribed directions, the ability to calculate dispensing and billing cycles based on days’ supply and billing dates.
The essence of this position is dependent on the team member successfully completing the AHF designed training and customer service programs for a Technician Level II.
Must be skillful in scheduling patients into time slots that meet the needs of patients and are available for the specific healthcare center that best serves the patient.
Reasoning Skills contribute to patient satisfaction and wellbeing by solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists, as well as the ability to interpret a variety of instructions furnished in written, oral, diagram, or scheduled format.
OPORTUNITIES FOR COLLABORATIVE CONTRIBUTIONS
Collaboration with colleagues and team members provides excellent opportunities to make contributions to the success of AHF by sharing ideas, learning from others, training and networking. Attending various internal and external meetings that may be assigned, conferences, training, AHF and community events are all ways you can grow and provide value added contributions to AHF.
CONTRIBUTIONS TO SAFETY IN THE WORKPLACE
Adhering to safety measures and following guidelines for various activities such as the amount of time you may be standing, walking, sitting, use of hands to finger, to handle or feel, reaching with hands and arms, climb or balance, stooping, kneeling, crouching or crawling, are all activates that you will encounter throughout your normal day and vary from under 1/3rd to over 2/3rds of your daily activates. Lifting and/or carrying items of 25 pounds or less ensures you do not cause physical harm to yourself and cause accidents that may contribute negative results in your wellbeing.
By contributing to a safe and efficient workplace, this helps maintain a consistent level of services to our patients, team members and partners. Maintaining a neat and clean work area, answering phones timely, providing unscheduled services when needed, maintaining preventive services to equipment as scheduled, taking rest breaks and lunches as scheduled, and adhering to shift schedules are all important contributions to the success of AHF and our mission.