Consultative Pharmacy Technician 3

Profile

Description

The Consultative Pharmacy Technician 3 certified Pharmacy Technician who acts as an intake for all calls from patients, pharmacies and providers. The Consultative Pharmacy Technician 3 performs advanced administrative/operational/customer support duties that require independent initiative and judgment. May apply intermediate mathematical skills.

Responsibilities

The Consultative Pharmacy Technician 3 addresses questions related to specific assigned area and assists with medication research. Triages calls that require consultation with a pharmacist. Makes outbound calls to patients to offer medication therapy management programs and schedules medication review sessions with consultative pharmacists. Decisions are typically focus on methods, tactics and processes for completing administrative tasks/projects. Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge.

Essential Duties and Responsibilities:


Respond professionally to a high volume of inbound calls in a timely and efficient manner, following standard operating procedures.
Assist customers to input patient data and prescription information into pharmacy information management system via verbal request from licensed prescribers and/or the agent of the physician.
Accurately establish and maintain patient medication profiles for review by a Pharmacist
Consistently produce quality of work that is above the industry average and meet service level expectations.
Provide superior customer service to our hospice partners by treating our callers with respect and dignity.
Proficient in current technology system(s) to perform the following tasks including but not limited to : entering and updating patient demographics, changing status of active and non-active patients, processing refills and discontinues, and documenting as needed.
Identify and solve problems related to customer service issues and communicate to appropriate personnel in a timely manner per standard operating procedures
Practice active listening when speaking to customers to ensure the needs of the customer are met prior to completing the call
Effectively de-escalate calls received by customers reporting service related complaints
Escalate to Patient Care Operations leadership any issues, concerns or observations that may impact the customer relationship
Other duties as assigned


Required Qualifications


High School Diploma
2 years of technical experience
Less than 2 years of leadership experience
Must have an active Pharmacy Technician or Tech in Training license
Must have a certification by the Pharmacy Technician Certification Board (PTCB) or ExCPT
Experience as a Pharmacy Technician OR call center experience in a pharmacy or related call center setting
Excellent communication skills
Experience using multiple computer applications simultaneously and strong data entry skills
A positive, proactive attitude with a passion for customer service
Must be passionate about contributing to an organization focused on continuously improving consumer experiences


Preferred Qualifications


Mail Order Pharmacy experience
Bilingual in Spanish


Additional Information

Scheduled Weekly Hours

40

Company info

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