Title: Call Center Patient Engagement Specialist Dept: CSS Health Location: 701 Seneca Street, Suite 602, Buffalo, New York Who We Are Clarest Health (Parent Company of CSS Health) is not your typical pharmacy. We are a closed-door pharmacy that services long-term care/group facilities, ensuring the best quality of care. Our mission is to embrace modern technology and personalized medication data analytics to support both professional care providers and home-based caregivers, advancing a patient’s health at every step on their wellness journey. Job Summary Clarest Health has a thriving office in the heart of Buffalo’s Larkin District. We are changing the face of healthcare by providing better care, lowering costs, and helping to save lives — all with our industry-leading Medication Therapy Management platform. We strive to make Clarest Health a great place to work, with rewarding opportunities in a fast-paced yet inclusive and fun work environment. We embrace diversity, equity, and work-life balance. Position Summary We are seeking a highly motivated and tech-savvy Call Center Patient Engagement Specialist to join our dynamic team. The ideal candidate will excel in multitasking, possess and demonstrate a strong willingness to learn and adapt. This role requires exceptional communication skills to effectively engage with patients and provide outstanding support. Successful candidates will need to establish rapport with patients and have experience multitasking within multiple computer applications. This role will transition to a remote position upon the successful completion of the required onsite training. Key Responsibilities: Conduct and accept outbound and inbound phone calls with enrolled patients to ensure they are supported per Clarest client program specifications, schedule appointments, and facilitate on-the-spot transfers to our clinical team. Perform data entry, including demographic information on patient profiles in our computerized database accurately and efficiently. Ability to work independently, meet deadlines, and adapt to changing schedules and work hours as needed. Maintain a positive, empathetic, and professional attitude when interacting with patients, clients, and coworkers. Follow all established Clarest policies and procedures, including but not limited to HIPAA, privacy, and security policies and procedures. Perform administrative support functions as needed. Perform other duties or tasks, as assigned, or required. Attend in-office training between 30-60 days. Demonstrate the ability to retain knowledge and the ability to cross train. Transition to remote work from home after successful completion of training. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of this employee for this role. Position Type/Expected Hours: Full Time 40 hours: Monday through Thursday 11 a.m. to 7:00 p.m. and Friday 9:00 a.m. to 5:00 p.m. EST. Why Work for Us? 401(k) with company match Dental, Health, and Vision insurance Paid time off Referral program Pet Insurance Colleagues that share your customer focus and commitment to excellence Culture that appreciates the work you do and the ideas you have. Required Skills and Qualifications: Education: HS diploma/GED required. Experience: At least 1 year of customer service and/or call center experience preferred. Multitasking: Demonstrated capability to handle multiple tasks and prioritize effectively in a fast-paced environment. Flexibility: Willingness to work the intended hours and adapt to changing schedules. Student Mentality: Continuously improve knowledge and skills, demonstrating a strong willingness to learn and adapt. Tech-Savvy: Proficient with computers and comfortable learning new programs. Must have high-speed internet. Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly and empathetically. Customer Service: At least 1 year of customer service and/or call center experience preferred. Typing Skills: Intermediate typing/keyboarding skills. Compliance Knowledge: Understanding of HIPAA, Privacy, Safety, and Compliance guidelines. Work Environment: This job is performed in an office environment during the first 30-60 day training period with the potential of transitioning to remote. Physical Demands: 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. Reasonable accommodations will be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands, reach with hands and arms, and talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. Clarest is an Equal Opportunity Employer. Reasonable accommodations will be made to enable individuals with disabilities to apply for a job or to perform the essential functions of their job. Please advise us if you require a reasonable accommodation.
