Call Center Pharmacy Technician - $1,500 sign-on bonus

Join Martin's Point Health Care—an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," employees are on a mission to transform the health care system while creating a healthier community. Enjoy an organizational culture of trust and respect, where values—taking care of ourselves and others, continuous learning, helping each other, and having fun—are brought to life every day. Martin's Point has been certified as a "Great Place to Work" since 2015.

About the role

Call Center Pharmacy Technician works collaboratively with all members of the Pharmacy Mail Order Team to provide world-class service to both the patients and staff of Martin’s Point.

Responsibilities

• Utilize superior customer service skills to respond to all patient and external customer requests via incoming phone calls, achieving consistent First Call Resolution according to established processes and protocols and within quality metrics.
• Process all patient and external customer requests through appropriate coordination with on-site staff, ensuring messages and collected patient information are accurate and complete.
• Ensure a positive patient experience through thorough information collection and retention of current patients.
• Serve as a resource to patients and the Mail Order Pharmacy team.
• Follow Standard Processes and Protocols related to mail order functions (medication refills, order follow-through/tracking, closing open data gaps for successful processing).
• With supervisory support, track and follow up on work requested to be performed.
• Participate in process improvement activities.
• Participate in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes.
• Demonstrate in-depth knowledge of Martin’s Point’s mission, vision, and multiple lines of business. Employees are expected to consistently demonstrate the mission, vision, and core values of the organization.

Requirements

• High School Diploma or equivalent.
• Active Pharmacy license for the state of application prior to start date.
• Experience working in an administrative and/or customer service-oriented environment.
• Experience in a contact center setting and/or in a patient services environment with pharmacy, billing, insurance processing, or related tasks.

Skills

• Basic knowledge of telephonic skills for collection of data and information sharing.
• Demonstrated understanding of and alignment with Martin’s Point Values.
• Windows-based computer skills: data entry and word processing ability.
• Demonstrated telephone etiquette and positive interpersonal skills.
• Excellent organizational skills.
• Detail-oriented with excellent follow-through skills.

Abilities

• Ability to function independently and professionally.
• Ability to handle difficult conversations with patients and internal customers.
• Ability to analyze and problem solve.
• Ability to work with a variety of customers ranging from patients, internal customers, and peers.
• Must be able to work flexible hours which may include weekends, evenings, and holidays.

Pay

Pay range: $20.20 - $24.95 per hour for a full-time position. Actual compensation will be determined based on factors such as experience, skills, qualifications, and other job-related considerations. Employees may also be eligible for additional compensation, including incentive or commission-based programs, where applicable.

Benefits

• Comprehensive benefits package including medical, dental, and vision.
• Retirement savings with employer contributions.
• Paid time off, including volunteer time off.
• Pie day and other employee benefits.