Certified Pharmacy Technician, PCR III

Job Description:

• Answer inbound calls from patients, providers, and pharmacy partners with professionalism and empathy.
• Handle high-volume call center operations while maintaining service quality and accuracy.
• Take verbal prescriptions from providers and ensure proper documentation in accordance with state regulations.
• Transfer calls related to clinical questions or counseling needs to remote pharmacists.
• Accurately process prescriptions and input patient data into the pharmacy system.
• Make outbound calls to prescribers for clarifications, refill requests, and medication verifications.
• Troubleshoot patient issues related to orders, insurance, or delivery, escalating when needed.
• Maintain accurate and confidential patient records, including address, allergies, and prescription history.
• Respond to emails and chat inquiries as needed, ensuring a prompt and thorough resolution.
• Collaborate closely with internal pharmacy operations, the pharmacist team, and external fulfillment partners.
• Adhere to all pharmacy laws, regulations, and compliance requirements.
• Contribute to continuous improvement by identifying call trends and suggesting workflow optimizations.
• Attend training sessions to stay current on pharmacy practices and customer service techniques.

Requirements:

• High School Diploma or equivalent
• Certified Pharmacy Technician (CPhT) – Required - Must be Certified by the Ohio Board of Pharmacy, in Ohio.
• 2+ years of experience in a call center, pharmacy, or customer support role (healthcare/pharmacy preferred)
• Comfortable handling a high volume of calls and multitasking in a fast-paced environment
• Strong communication, empathy, and de-escalation skills
• Ability to work independently and stay organized while working remotely
• Detail-oriented with excellent problem-solving and critical thinking skills
• Adaptable to take on additional responsibilities as the role evolves.

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