Job Title: Call Center Pharmacy Tech Specialist Department: Mail Operations
Reports to: Supervisor Call Center Effective Date: January 2024
Job Summary:
The Call Center Pharmacy Tech Specialist works as a member of the ' Pharmacy team processing prescription requests in accordance with standards for accuracy, timeliness, productivity, and client performance commitments. This position interacts with internal and external customers to provide and obtain information and ensures the delivery of outstanding service and quality. Utilizes reasoning skills to identify missing information and make processing determinations based upon protocols and client guidelines. Works under general supervision, relying on instructions, work process guidelines, policies & procedures, and company knowledge/experience to perform the functions of the job.
Duties/Responsibilities:
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Receives ae-scribed, written faxed prescriptions or refill authorizations and verifies the information is complete for processing.
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Scans all newly received written or faxes prescriptions and refill authorizations and verifies the information is complete for processing.
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Makes outbound calls to prescribers to clarify missing or unclear information on prescriptions.
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Verifies patient eligibility through appropriate insurance providers.
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Gathers information and enters patient demographic information from all relevant sources.
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Establishes and maintains patient profiles, including lists of medications taken, allergies and medical conditions.
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Periodically answers phones and responds to patient questions and requests that do not require a pharmacist.
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Assist customers by answering simple questions, locating information required to answer questions and referring them to the pharmacist for clinical information.
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Make outbound phone calls to prospective or existing patients regarding prescription information.
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Analyzes, researches, and attempts to resolve initial investigations of non-clinical member issues and non-escalated complaints which do not require the intervention and/or consultation from a Registered Pharmacist.
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Performs other duties as assigned.
Required Skills/Abilities:
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Proficient in MS Windows Office programs, including MS Word, Excel, and Outlook Ability to perform basic mathematics skills such as add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals, compute rate, ratio, and percent.
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Must be able to communicate effectively with customers, co-workers and other team members.
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Ability to read, write and comprehend simple instructions, short correspondence, and memos.
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Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
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Excellent verbal and written communication skills.
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Excellent interpersonal and customer service skills.
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Excellent time management skills with a proven ability to meet deadlines, prioritize work and work independently.
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Strong analytical and problem-solving skills.
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Ability to function well in a high-paced and at times stressful environment.
Education and Experience:
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High School Diploma required. Undergraduate degree desired or equivalent work experience.
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Current Pharmacy Technician with National Certification and state licensing preferred.
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At least 2 years in Pharmacy setting. Prior experience in Retail, Mail Order of Specialty Pharmacy, PBM, pharmaceutical or managed health care industry preferred.
Physical Requirements:
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Prolonged periods of sitting, standing, walking, and working on a computer.
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Ability to bend, reach, stoop, kneel.
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Ability to utilize visual acuity to operate equipment and read technical information.
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Must be able to lift up to 15 pounds at times.