Become a part of our caring community and help us put health first
 

The Technician Specialist is a certified Pharmacy Technician who acts as an intake for all calls from patients, pharmacies and providers. The Technician Specialist performs advanced administrative/operational/customer support duties that require independent initiative and judgment. This role uses intermediate mathematical skills.

The Technician Specialist is responsible, under the supervision of a licensed Pharmacist, as permitted by the State Boards of Pharmacy, to assist our hospice partners with the needs of their patients including, but not limited to; entering and processing prescriptions for profile and/or dispense. The Technician Specialist addresses questions related to specific assigned area and assists with medication research. The technician specialist triages calls that require consultation with a pharmacist. The technician specialist makes outbound calls to patients to offer medication therapy management programs and schedules medication review sessions with consultative pharmacists.

Schedule: Monday-Friday 12:30 PM to 9:00 PM CT with weekend rotation

Location: You must be a TN resident to work remotely. You must live within the Memphis, Tennessee commuting area and work onsite at the pharmacy if you are an out of state resident

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

Use your skills to make an impact
 

Qualifications

• Excellent verbal and written communication skills: Positive and engaging demeanor; must be able to convey a pleasant and welcoming tone over the phone
• Attention to detail is key to ensure accuracy of information relayed and processed
• Self-motivated and able to exercise independent judgement
• Organized: Ability to manage multiple priorities
• Dependable and possess unquestionable personal and professional ethics, in concert with the Core Values of Enclara Pharmacia
• Adaptable to learning new systems and continual changes in practice environment
• Team player with a customer-oriented approach and desire to assist people
• Problem-solving skills and ability to follow through on tasks assigned; Sense of urgency in completing tasks and meeting customer expectations

Education and/or Experience:

• Minimum of two years of recent pharmacy technician experience required
• High school diploma or equivalent preferred
• Customer Service experience preferred
• Call Center experience preferred

Computer Skills:

• Strong typing skills with a minimum of 20 wpm
• General working knowledge of Microsoft applications, including Outlook                                               

Certificates, Licenses, Registrations:

• Certifica