Pharmacy Technician (Refill Calls)

Overview

Patient Engagement Specialist

| Location: Onsite in Phoenix, Arizona (Monday - Friday)
The Patient Engagement Specialist will provide service for inbound pharmacy phone calls and/or outbound patient refill calls, assisting the patient through the entire refill process. This role responds to patient requests and inquiries regarding prescription drug plan coverage and fulfillment through the pharmacy; handles inbound calls to support the health systems needs; conducts status checks on prescriptions; assists pharmacies to properly adjudicate electronic prescription drug claims and resolve adjudication error messages; provides knowledgeable and courteous customer assistance to members, providers, and pharmacy team members; and serves as a point of contact between patients, pharmacy, liaisons, clinical providers, and various internal functional areas.
Key Responsibilities

Proactively coordinate medication refills including data entry and pharmacy claim adjudication
Make outbound patient refill calls and complete the patient refill request
Answer, resolve and triage inbound inquiries
Clarify prescription orders with pharmacist and/or clinician as appropriate
Identify medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medications
Manage, organize, and update relevant data using database applications
Apply observations and recommendations to operational issues, increasing productivity, quality, and customer-service standards
Identify trends, resolve problems; recommend improvements; implement change
Actively participate in process improvement initiatives
Act as a value-added business partner to stakeholders throughout the organization
Protect the organization9s value by keeping information confidential
Update knowledge by participating in educational opportunities; reading professional publications; maintaining networks; participating in professional organizations
Flexible scheduling to meet business needs with health system partners starting as early as 7:45 AM (EST)/8:00 AM EST
Other duties and/or responsibilities may apply
Experience/Requirements

Required Licensure/Certification:

We are seeking experienced pharmacy technicians who are state registered as a pharmacy technician. Nationally certified as a CPhT or equivalent is strongly preferred but not required. Should additional licensure need to be obtained, the applicant will commit to obtaining the required licensure within a mutually agreed upon timeframe. Continued employment is contingent upon meeting these requirements. If the candidate9s state of residence does not have a state registration available, then the National certification is required at time of hire. If additional licensure is needed, the applicant will commit to obtaining the required licensure within a mutually agreed upon timeframe. Continued employment is contingent upon meeting these requirements.
Experience and Education Requirements

1-3 years of Pharmacy Technician experience and adjudicating claims
Experience strongly preferred but not required—managing refills, specialty pharmacy, working with clinical care teams, and remote work
Education

High school diploma or GED required
Skills

Skills:

Strong interpersonal communication skills, exceptional phone skills, comfortable proactively engaging patients telephonically, comfortable reaching out to on-site clinicians, payors, and pharmacies telephonically; highly proficient in Microsoft Office, particularly Excel and Word; able to quickly learn other programs, adapt to Shields
0model/tools, and extract relevant information; strong organizational skills
Traits

Traits:

Organized, high integrity, high accountability, attention to detail, dependable, quality-focused, empathetic, good listener/communicator, collaborative, consistently punctual with minimal unscheduled time off
Other

Other:

Energetic, highly motivated, team-oriented, able to sit or stand with focus at a workstation for long periods; discretion and confidentiality essential as position involves highly sensitive data
Minimum Remote Role Expectations

Remote role requires sitting at a desk with two company-required monitors
Must have high-speed, stable, reliable internet connection
Must be willing to work overtime to support week-to-week fluctuations in patient care management
Must have a distraction-free work environment to maintain focus on patient care
Ability to have camera on for most meetings with co-workers or leaders
Equal Opportunity Notice:

Shields Health Solutions provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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