Remote Pharmacy Tech - Outbound Refill Authorizations

Description

The Pharmacy Technician is responsible for placing outbound calls to physician offices to obtain verbal authorization for prescription refill renewals when previous outreach attempts have not received a response. This role supports continuity of patient care by ensuring refill requests are addressed in a timely and compliant manner while maintaining professionalism and accuracy in all communications.

Required Skills and Qualifications

1. Strong verbal communication and professional phone etiquette.
2. Ability to speak confidently with physician office staff and healthcare professionals.
3. Basic computer proficiency and ability to navigate multiple systems simultaneously.
4. Strong attention to detail and accurate documentation skills.
5. Ability to manage repetitive tasks while maintaining quality and focus.
6. Ability to set up computer, vpn and other applcaiton at home
7. Ability to work independently and as part of a team.

Preferred Qualifications

1. Previous experience in a call center, healthcare, pharmacy, or customer service environment.
2. Familiarity with prescription refill processes and medical office workflows.
3. Knowledge of HIPAA regulations and patient confidentiality requirements.

Performance Expectations

1. Meet established productivity goals for outbound call volume.
2. Maintain accurate and complete documentation of all interactions.
3. Demonstrate professionalism and courtesy during all provider office interactions.
4. Adhere to quality, compliance, and attendance standards.
5. Support team goals related to turnaround times and refill authorization completion rates

Working Conditions

1. Primarily sedentary work performed in a remote call-center environment.
2. Extensive telephone and computer use throughout the workday.
3. High-volume outbound calling environment requiring sustained focus and attention to detail.
4. WFH Expectations include
5. Workspace must be in a room with a lock
6. Workspace must be free of outside noise
7. Potential candidate should ensure any children or other caretaking requirements are managed during shift

Intake Call Notes:

Contract Length: 3 Months

Extension Potential: Position should be communicated as a 3-month assignment with potential future opportunities.

Location: Remote, Texas-focused sourcing - candidates located in the Dallas, Austin, San Antonio hubs are preferred; HM is willing to consider strong candidates from other Texas locations.

Fully Remote; No onsite requirement.

Internet must be:

1. Hard-wired ethernet connection
2. No Wi-Fi connectivity

Work Schedule

Primary schedule:

1. Monday-Friday
2. 8:00 AM-4:30 PM CST

Limited flexibility available but 8:00 AM CST is the earliest permissible start time.

Break Structure

1. Break every two hours
2. 30-minute lunch
3. Schedule adherence monitored

Have candidates include the following at the top of their resume: include screenshots of active licenses and certifications.

1. Do you currently hold an active Texas Pharmacy Technician License? Please provide expiration date.
2. Do you currently hold active PTCB Certification? Please provide expiration date.
3. How many years of healthcare call center experience do you have?
4. How many years of pharmacy technician experience do you have?
5. Have you worked in an outbound call center environment? If yes, what was your average daily call volume?
6. Describe your experience communicating with physician offices, providers, or clinic staff.
7. Have you worked with prescription refill requests, prescription renewals, or medication authorization workflows?
8. Do you have a dedicated lockable home office free of background noise and caregiving responsibilities during work hours?
9. Do you have hard-wired internet access available at your workstation (router/modem directly connected via ethernet cable)?
10. Are you available to work Monday-Friday, 8:00 AM-4:30 PM CST and start on or near 8/24?

What the Role Actually Is

This is not a traditional dispensing pharmacy technician role.

The position is a high-volume outbound calling role focused on obtaining prescription refill authorizations from physician offices after prior outreach attempts (fax, electronic messaging, etc.) have not received a response.

The ideal candidate must be comfortable spending essentially the entire day on the phone making outbound calls.

Hiring Manager Insights

1. Call Volume

Target: Approximately 100 outbound calls per day

Average call length: 3.5-4 minutes

Calls primarily involve:

Physician offices

Clinic staff

Prescription refill authorization requests

Voicemail outreach

1. Queue Size

Current queue contains roughly 10,000 orders

Significant workload available

Strong need for productivity and urgency

Training

Extremely short ramp-up

Approximately one day of training

Single queue/function

Candidates expected to become productive quickly

Team Info:

Lead support available

Team resources available for escalations and questions

Candidates need to be self-starters

Top Three Skills

1. High-Volume Outbound Call Center Experience

Required Depth

1. Minimum 1 year
2. Comfortable making 100+ outbound calls daily
3. Strong phone presence

2. Pharmacy / Refill Authorization Experience

Required Depth

1. Prescription refill workflow exposure
2. Physician office communication
3. Pharmacy operations knowledge

3. Self-Sufficiency in a Remote Environment

Required Depth

1. Ability to work independently
2. Comfort troubleshooting technology
3. Ability to set up workstations and equipment

Enable Skills-Based Hiring

No

QualificationAssessment

Must Have

CVS Caremark Requirements

Prior CVS/Aetna work experience?

No

Verifyable High School Diploma or GED Required

Yes

Is this request for Peak Season? Select applicable value

_N/A - Not RAMP Related

Duties

Work a designated outbound call queue focused on prescription refill renewal requests.

Contact physician offices, clinics, and authorized medical staff to obtain verbal refill authorizations.

Clearly communicate prescription details and refill requests to provider offices.

Accurately document call outcomes and authorization information in company systems.

Follow established call scripts, workflows, and compliance guidelines.

Escalate complex cases or concerns to designated pharmacy personnel or supervisors.

Maintain productivity and quality standards while working through assigned workloads.

Identify and document barriers to obtaining refill approvals.

Ensure all patient and provider information is handled in accordance with HIPAA and company policies.

Participate in training sessions, team meetings, and coaching opportunities as required.

Experience

Minimum (1) year experience required in a customer service position with high volume call center experience; preferably in healthcare, social services, or a similar service position.

Previous experience in a call center, healthcare, pharmacy, or customer service environment.

Familiarity with prescription refill processes and medical office workflows.

Knowledge of HIPAA regulations and patient confidentiality requirements.

Position Summary

The Pharmacy Operations Tech is responsible for placing outbound calls to physician offices to obtain verbal authorization for prescription refill renewals when previous outreach attempts have not received a response. This role supports continuity of patient care by ensuring refill requests are addressed in a timely and compliant manner while maintaining professionalism and accuracy in all communications.

Education

Verifiable High School diploma or GED is required.

PTCB Certificate

Texas State License for Pharmacy

What days & hours will the person work in this position? List training hours, if different.

Monday- Friday, 8am to 4:30pm CST

Type of Start

Individual starts

Program Office - Point Of Contact

Courtney McHugh

Is this an in-person, patient-facing role?

No

Onsite Requirements

Fully remote (never coming onsite) #J-18808-Ljbffr