Patient Care Technician

Job Description

Job Description

Description:

Step into the front lines of healthcare support as a Patient Care Technician where compassion meets precision. In this dynamic role, you'll be the trusted voice for patients, providers, and healthcare partners—helping them navigate prescriptions with confidence and care.

Whether you're answering questions, solving problems, or coordinating with pharmacists, you’ll play a vital role in delivering life-enhancing medication services. This is your chance to build a career that blends customer service, healthcare operations, and regulatory knowledge—all in a supportive, fast-paced environment.

This is a Full-Time, On-site role.

What You'll Do

• Be the First Point of Contact: Answer and triage incoming calls from patients, prescribers, and clinics with empathy and accuracy.
• Process & Verify Orders: Collect key details like drug, dose, allergies, and special instructions to ensure safe, timely prescriptions.
• Set Clear Expectations: Provide ready-by/ship-by estimates based on production timelines.
• Resolve or Route Inquiries: Address non-clinical questions (status, payments, logistics), and escalate clinical matters to pharmacists.
• Manage Refills & Renewals: Coordinate with providers and ensure prescription accuracy and completeness.
• Process Payments: Securely manage credit card entries and communicate cost expectations.
• Coordinate Pickup or Delivery: Arrange shipping (including cold-chain), and confirm patient roles in the process.
• Communicate Delays Proactively: Notify patients of backorders, holds, or exceptions before they escalate.
• Protect Privacy & Accuracy: Document every interaction per HIPAA and SOP standards—protecting patient information at every step.
• Meet Performance Goals: Deliver excellent service while meeting call center KPIs like average handle time and first-call resolution.
• Role Rotation: Additionally, this role will regularly rotate across various pharmacy functions, including dispensing, shipping, and front-end customer engagement.

Required:

• High school diploma or equivalent.
• Active and current Pharmacy Technician registration in South Carolina.
• At least 1 year of pharmacy technician or high-volume call center/customer service experience.
• Strong communication skills, both verbal and written.
• Ability to multitask, problem-solve, and remain calm in a fast-paced environment.
• Proficiency with pharmacy software, Slack, and multiline phone systems.

Preferred:

• National Pharmacy Technician Certification (CPhT).
• Prior experience in a healthcare call center or mail-order pharmacy setting.
• Bilingual skills (e.g., English/Spanish).