The Senior Representative serves as the primary contact for customers via phone or email, responding professionally to inquiries regarding accounts, billing, and service requests. Key duties include accurately identifying customer needs, providing resolutions in compliance with policies, and escalating unresolved issues according to protocol.

This role assists providers by ensuring patient medication compliance, managing refills, maintaining accurate pharmacy preferences, and helping patients overcome medication access barriers. Responsibilities include communicating with patients, families, providers, and pharmacy staff to maintain complete medication history information and documenting all encounters in the Electronic Health Record (EHR).

This role involves monitoring and reviewing incomplete medical records to ensure adherence to standards set by the Medical Staff Bylaws and governing bodies, including contacting providers about necessary completions. Additionally, the representative supports requests for health record information release and provides direct patient support for accessing and using the MyChart patient portal.

The role involves the diagnosis and treatment of human responses to health problems, establishing therapeutic relationships, and acting as a leader and integrator of patient care needs. Responsibilities include comprehensive data collection, analysis, planning, intervention implementation, and evaluation of patient progress towards expected outcomes.