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Our frontline employees are called patient care advocates because they truly are the advocate for that person calling me can I please have the prescription number Oh a PCA is a patient care advocate and that's a big role it'll be just a moment here there's a lot of responsibility but a lot of reward as well that comes with the job you're welcome and is there anything else I can assist you with today I would say on a typical day you know in the call center environment 60 to 70 calls inbound calls per day talking to patients about their inquiries the medications that they have and their needs that they've got, so it's pretty involved there's nothing more satisfying than helping our patients and letting them know that you actually did all that you could to resolve issues for them and get their medications out in a timely manner it's a really rewarding position to me, they're people just like I am, and so I try to think of myself and what kind of service I would want and so it makes you perceive that person as a patient like yourself rather than just a customer, and you talk to a lot of elderly people, and you talk to a lot of people that are going through a lot of things sometimes you know you might talk to someone that might have found out they have a certain disease or someone in their family just died, or you know whether it be helping them get their medication or helping them with their billing or explain their benefits to them to let them know if they could save money if they wanted to buy you some Express Scripts as an older typical call two to three minutes long we've got the patient we can verify their information find their concerns refill their medications make sure they're billing is all in order answer any questions that they've got perhaps about medications that they're taking drug interactions and things like that we can involve our pharmacy, so there's a lot of knowledge and a lot of information that's shared in such a short amount of time if you want to move up there's room to move up, and they'll give you all the tools you need and the training you need and help you I decided to work from home when they asked if any other PCA's would like to work from home and I love working from home now the most important thing I can probably say is not to take a call personally when they're very upset, and they're yelling at your try to understand what they're going through put yourself in their shoes and how you would feel if you had important medication, and you don't have it we're trying to create environment of fun we know how hard their jobs can be and so how can we also make it a fun place fun is it's definitely something that we take pride in here, and we take pride in doing a good job you work hard, and sometimes you got to play hard so it kind of fits in with all the goals of collaboration and mutual respect I think the company really does a good job of putting its employees first and this is just another example of that it's a...
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