Pharmacy Technician - Patient Care, Front End

Job Description

Job Description

VOSHELL'S PHARMACY

Caring Is In Our Chemistry • Family-Owned 503A Compounding Pharmacy

JOB AD: Patient Care Technician, Front End

Voshell's Pharmacy | Baltimore, MD (onsite) | Full-time, W-2, hourly Pay: $22 to $32 per hour, based on experience and certification. PTCB-certified technicians start toward the top of the range. Benefits: health insurance, paid time off, 401(k), certification support

Title

Patient Care Pharmacy Technician, Front End

Registration

Active Maryland Pharmacy Technician registration

Core Mandate

Own the patient conversation from first call to resolution, and be the voice prescriber offices love to hear

Reports To

Pharmacy Operations Lead

Works Under

Pharmacist-in-Charge (all clinical questions and counseling)

Work Model

Onsite at our Baltimore pharmacy. This role is not remote.

Why this role exists

Voshell's is a Baltimore compounding pharmacy that has served patients for nearly a century. As our Patient Care Technician, you are the first voice a patient hears and the person a prescriber's office calls when something needs sorting out. You will handle intake, verify patient information, manage refills and authorizations, explain cash pricing, coordinate shipping to patients across the states we serve, and take payment.

Compounded care is different from retail. Most of our patients pay out of pocket, and many call us feeling anxious about something that matters deeply to them. A warm, capable voice on the phone is a big part of why they stay with us, and that is what this role is all about.

We are also growing. We are in the middle of a software conversion and building out our fulfillment process, so things are changing. We are looking for someone who enjoys learning new systems, asks questions, and keeps patients informed along the way.

What you will own

Patient intake and phone. Answer patient calls promptly and carry each conversation to a resolution or a warm handoff. Capture prescriptions and patient records accurately (name, date of birth, allergies, address, prescriber, strength, directions) and read them back every time. Watch for patients who may already exist in the system under a similar name, and confirm before creating a new record. Hand every clinical question to a pharmacist and follow it through until the handoff is complete.

Refills, status, and authorizations. Work refills and renewals before therapy runs out, so patients never have to wonder where their medication is. Manage prior authorizations where coverage applies and track them to a decision. Keep every open item moving.

Prescriber office liaison. Call prescriber offices for clarifications, refill authorizations, and designated agent paperwork, and close them out the same day whenever possible. Be the partner offices love working with: accurate, prepared, and quick to follow up. Route account and balance questions to the right internal owner.

Fulfillment, shipping, and payment. Package and ship orders correctly, including cold chain, and confirm the carrier has picked up. Protect patient privacy at every step: medications leave in opaque packaging, and patient information stays out of view of drivers, couriers, and other patients at the counter. Verify identity and authorization before releasing medication to anyone other than the patient. Take payment accurately and explain cash pricing clearly and honestly.

What you bring

Required

• Active Maryland Pharmacy Technician registration in good standing, or immediate eligibility to register

• Real experience serving patients or customers by phone or at a counter, and you can tell us roughly how many calls or patients you handle in a day

• Accurate data entry, even with interruptions

• Clear, friendly, well-written communication with patients and prescriber offices

Preferred

• PTCB CPhT certification

• Background in compounding, specialty, concierge, med spa, veterinary, or long-term care, anywhere patients pay cash and ask about price

• Prior authorization experience

• Shipping, cold chain, or mail-order fulfillment experience

• A second language

Our core values

These are the values we hire for, grow with, and hold each other to. Here is what each one looks like at the front end.

1. Own It End to End. We take pride in seeing things through. When you pick something up, you carry it all the way to the finish. At the front end: you call the patient back at the time you promised, even when you are still waiting on part of the answer.

1. Say It to the Room. Every voice matters here. We share ideas and concerns openly and respectfully, make a decision together, and then support it as one team. At the front end: if a new process is creating a problem for patients, you let us know right away so we can fix it together.

1. Better Than Yesterday. We are always learning. Each day is a chance to grow a little more, and we support each other as the standard rises. At the front end: when something moves in the new system, you find where it went and help your teammates find it too.

1. Strengthen the Chain. Every role matters, and we succeed together. The best teammates help the people around them grow. At the front end: when a teammate is swamped, you jump in and help with the queue.

1. The Patient Is the Point. Everything we do comes back to the people we serve. Behind every prescription is a person who is waiting, often worried, and usually paying out of their own pocket. At the front end: your fortieth call of the day sounds as warm as your first.

Integrity above all. Honesty about our work is the foundation everything else rests on. We ask that every record be accurate and every mistake be raised right away, because that is how we keep patients safe and how we earn each other's trust.

Pharmacy Without Borders: our commitment to diversity

We are licensed in five states today and growing. Our patients come from everywhere, speak many languages, and bring different faiths, cultures, and backgrounds with them, and so does our team. Diversity is part of how we care for patients and part of why they stay with us. We warmly welcome applicants of every race, ethnicity, gender, age, religion, sexual orientation, disability, and background. A second language is a wonderful bonus, never a requirement.

How to apply

Apply through this posting with your resume and a short note answering: Tell us about a time you turned a frustrated patient or customer into a happy one. What did you do?

Finalists complete a short recorded voice screen and a live role-play of a patient call.

Voshell's Pharmacy is an equal opportunity employer.