Bilingual Pharmacy Technician Refill Calls

Job Description

The Patient Engagement Specialist will provide service for inbound pharmacy phone calls and/or place outbound patient refill calls, assisting patients through the entire refill process.

Key Responsibilities

• Proactively coordinate medication refills including data entry and pharmacy claim adjudication
• Make outbound patient refill phone 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 medication
• Manage, organize, and update relevant data using database applications
• Apply observations and recommendations to operational issues, increased 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 organization's value by keeping information confidential
• Update knowledge by participating in educational opportunities; reading professional publications; maintaining networks; participating in professional organizations

Experience/Requirements

• Required Licensure/Certification: Active North Carolina Pharmacy Technician license
• Nationally certified as a CPhT or equivalent is strongly preferred but not required. Additional licensure can be obtained within a mutually agreed upon timeframe.
• Experience: 1-3 years of Pharmacy Technician and adjudicating claims experience, managing refills, specialty pharmacy, working with clinical care teams, and working remotely
• Education: High school diploma or GED required

Skills

• Strong interpersonal communication skills
• Exceptional phone skills
• Comfortable with 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’ unique model / tools and able to extract relevant information
• Strong organizational skills a must

Traits

• Organized
• High-integrity
• High accountability
• Attention to detail
• Dependable
• Quality focus
• Empathetic
• Good listener/communicator
• Collaborative
• Consistently arrives to work on-time with minimal unscheduled time off

Remote Role Expectations

• Remote role requires to be sitting at desk with two company required monitors
• Must have high speed, stable, and reliable internet connection
• Must be willing able to work overtime to support week to week fluctuations in patient care management
• Must have a distraction free work environment where you are able to keep your primary focus on patient care throughout the day
• Ability camera on for most meetings with co-workers or leaders

California Residents

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