Pharmacy Technician Level I

Description

Position Summary:

The Pharmacy Technician is responsible for responding to inbound and outbound calls to customers while ensuring a high level of customer service and maximizing productivity. Answer questions related to pharmacy services, delivery inquiries, complete refill calls and pharmacy assistance calls. Receive and process new pharmacy referrals, verify insurance coverage, facilitate prior authorization requests, accurately transcribing prescriptions, generating reports that follow the cycle fill calendar to send and follow-up with refill requests via escribe, facsimile or by phone, coordinating delivery and serve as the first point of contact for service-related inquiries and associated needs. This includes supporting pharmacological services by editing fill list verification including insurance information, last fill date, billing, toting, aligning (short fill) patient’s medications by following the cycle fill calendar, and updating patient information when necessary. Coordinates the initiation of care with patient/caregiver, referral source, and other providers of care. This position that reports directly to the Pharmacy Manager. In the absence of the Pharmacy Manager, this position will report to the Director of Operations.

CAN Values: 

1. Recognize and affirm the unique and intrinsic worth of each individual.
2. Treat all those we serve with compassion and kindness.
3. Act with absolute honesty, integrity, and fairness in the way I conduct my business and the way I live my life.
4. Trust my colleagues as valuable members of our healthcare team and pledge to treat one another with loyalty, respect, and dignity.

DIRECT DUTIES AND RESPONSIBILITIES:

Data Entry/Cycle Fill/ Health Benefits

1. Sorts and prioritize delivery notifications and patient contacts pertaining to such. Maintain ongoing tracking and appropriate documentation on contact preferences and updates customer care notes/CRM as patient demographics and preferences change. *
2. Keep records of customer interactions. Puts detailed notes in patient profiles. Writes notes using standard format of: date – note – first, middle and last initials (Ex: 00/00/00 – Sig required with UPS delivery - ABC). Promote team awareness and ensures patient safety. *
3. Gathers patient information accurately and completely by utilizing appropriate templates in QS1. Assembles patient’s electronic medical record accurately and completely. Verifies insurance eligibility prior to handing off enrollment to the pharmacy for order processing. *
4. Assemble information concerning patient's background and referral needs, per referral guidelines, and provides appropriate information to the pharmacists. Establish and maintain patient profiles, including data entry of patient demographics, medications, medical conditions, allergies and insurance information. *
5. Serve as retention specialist following up with patients that have not had medications filled with the past 30 days and documenting findings. *
6. Effectively manage large amounts of incoming calls. Ability to multi-task, prioritize, and manage time effectively. Customer orientation and ability to adapt/respond to different types of characters. Excellent communication and presentation skills. *
7. Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly. Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Builds sustainable relationships of trust through open and interactive communication. *
8. Completes monthly refill calls as assigned. Triages clinical issues to the pharmacists. *
9. Assist patients in problem solving potential issues related to their medication regimen, financial or other adherence barriers (e.g., prior authorizations or other prescription assistance services such as co-pay cards). *
10. Be the system navigator and point of contact for patients and families, with patients and families having direct access for asking questions and raising concerns. May assume advocate role on the patient's behalf with the insurance carrier to ensure approval of the necessary supplies/services for the patient in a timely fashion. Establish and maintain relationships with identified service providers.
11. Provide quality service and support in a variety of areas including, but not limited to: package tracking, delivery and return when applicable, print orders, and system troubleshooting. Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports. *
12. Retrieves, tracks, locates and verifies the accuracy of orders from cust