Call Center Pharmacy Technician – Level 1
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Job Description
Pharmacy Technician providing customer service support by fielding calls for medication refills. Engaging with patients to ensure seamless medication management and assistance.
Responsibilities:
- Field inbound calls for refill requests, investigate the status of refills, and fulfill medication renewal requests as indicated
- Contacts patients and assists/reminds them in obtaining refills on their medications from their respective pharmacy, whether it be retail, independent or mail-order pharmacy.
- Make outbound calls to pharmacies on behalf of the patient when needed
- Responsible for 40-50 calls per day volume inbound and/or 60-80 calls outbound
- Coordinate with center care teams to overcome identified barriers that prevent patients from receiving refills
- Utilize electronic medical record platform to send requests and updates to field care teams
- Document clear and precise information into applicable electronic platforms
- Capture and document all patient requests prior to ending the call
- Monitor the CareReq queue to ensure the completion of any open requisitions
- Arrange transportation for center visits
- Schedule off-cadence or requested patient appointments
- Utilize triage nurse line, using warm transfers, when needed for acute healthcare concerns
- Execute prescription requests according to up-to-date process standards and policies
- Engage with patients in an environment free from background distractions that supports a private home office that ensures patient information is protected
- Meet and exceed departmental metrics; stay informed of changes and updates to department metrics
- Responsible for maintaining licensure and certification
- Complete all Continuing Education expectations
- Other duties as assigned
Requirements:
- Minimum 1 year of retail pharmacy experience required
- Active Pharmacy Technician License in the state of residence
- Certified Pharmacy Technician (CPhT) certification required
- High school diploma or equivalent required
- Bilingual Spanish preferred, medical Spanish a plus
- Strong working knowledge of MS Office and Google Suite preferred
- Ability to execute daily responsibilities with minimal supervision
- Demonstrated ability to deliver high-quality customer service
- Deliver confident and professional service to Oak Street Health patients and internal partners
- US work authorization
Benefits:
- medical, dental, and vision coverage
- paid time off
- retirement savings options
- wellness programs
- other resources, based on eligibility
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