Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

We foster a culture where career development and training play a key role as our staff gain experience in many aspects of ambulatory and specialty pharmacy. We currently employ pharmacists in both clinical and ambulatory settings with a support staff of technicians in various roles. We are excited to welcome new team members to continue to grow our team and kickstart new careers.

Location: This is an onsite, Pharmacy Call Center Technician position located in West Reading, PA 19611 supporting Tower Health retail pharmacy operations in an office-based setting. 

Work/Shift Hours: Full-time hours Monday through Friday. Pharmacy hours are Monday - Friday, 7:00am - 5:30pm EST

Cencora has managed and staffed the Reading Hospital Ambulatory Pharmacy inside of the 700 bed Reading Hospital since 2017 and has expanded services and locations over the years. The call center supports the overall pharmacy program.

We started with 2 pharmacists and 4 technicians and have since expanded into a much larger operation with services at multiple pharmacy locations such as:

•    Meds-to-beds 

•    Employee prescriptions

•    Pharmacy navigators embedded in clinics

•    Specialty Pharmacy

•    Mail Order Pharmacy

Primary Duties and Responsibilities:

• Answers inbound calls, makes outbound calls to provide support for customers inquiries and electronic communications within pharmacy operations.
• Manages and resolves customer complaints; escalating to manager as necessary.
• Interacts regularly with external contacts such as patients, prescribers, and other staff to solve problems or answer questions.
• Documents customer interactions according to standard operating procedures in support of efforts to providing a consistent, high-quality customer experience.
• Manages and completes project assignments to achieve desired results within the defined timeline.
• Responsible for creating and updating patient profiles in the pharmacy information system.
• Enters necessary prescription plan information in the patient profile for processing and adjudicating patient’s prescriptions.
• Responsible for entering all prescription information into the pharmacy information system and adjudicating claims.
• Addresses insurance, reimbursement, and payment issues as appropriate by communicating with insurance providers, patients, and pharmacists.
• Assists with the review and handling of all adjudicated prescription claims to ensure appropriateness of reimbursement, co-pay and related financials and, if needed, as directed, follows up all such claims deemed inappropriate.
• Assists Pharmacist by providing required information for therapeutic consults with patients.
• Intervenes with Pharmacy Benefit Manager Companies to resolve plan and patient specific adjudication issues.
• Responsible for utilizing various technology platforms to meet customer and business needs.
• Participates in achieving business goals and metrics for the organization.
• Performs related duties as assigned.

Experience and Educational Requirements:

Normally requires a minimum of one (1) year of directly related and progressively responsible community pharmacy experience. Pharmacy technician certification with a national technical certification organization, such as Pharmacy Technician Certification Board (PTCB) required within 6 months of hire.

• Ability to communicate effectively both orally and in writing
• Ability to work quickly and accurately under time and volume constraints
• Strong customer focus and ability to manage customer expectations
• Excellent teamwork
• Ability to resolve patient issues quickly and creatively in order to improve customer satisfaction
• Familiarity with pharmaceutical products, services and drug interactions
• Strong organizational skills; attention to detail
• Ability to prioritize workload and consistently meet deadlines; good time management skills
• Ability to blend creativity, problem solving, and technical skills to sustain successful customer relationships.
• Bilingual (Spanish) is a plus!

What Cencora offers

We provide compensation, benefits, and resources that enable a high