Certified Pharmacy Technician

Location: West Chester, OH

Pay Range: $22 - $28/hourly (DOE)

Schedule

On-Site, Monday - Friday, 8:30am - 5:00pm

Responsibilities

• Records and processes orders and/or inquiries received by fax, mail, telephone, and/or through patient direct contact.
• Provides timely response to patients’ inquiries by telephone and/or email, consistent with service and quality standards.
• Receives inbound and outbound calls to patients or MD Offices regarding orders for medications, pharmacy services, and all other inquiries.
• Coordinates patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, verifying patient and payment information, notifying the pharmacist of issues or changes in the patient’s condition.
• Provides correct information or directs the call to the appropriate team member or department while maintaining a high level of professionalism.
• Ensures that good patient relations are maintained, and patients’ claims and complaints are resolved fairly and effectively.
• Contacts the pharmacists to alert them of any changes in patient's condition, compliance issues due to patient not taking medication or side effects, or to transfer a patient directly to pharmacist for counseling.
• Completes all additional special handling duties as assigned including but not limited to drug shipment notifications and Adverse Drug Event Reports.
• Completes other stages of the order process as assigned including but not limited to scanning prescriptions, Image Indexing, Pre-QA, Intake Prep, and work issues.
• Documents information received from calls and provides notification of any urgent orders, shipping-related issues, and any errors, complaints, or compliments to the appropriate party or system.
• Provides high-quality services to the home-care patient and the home-care referral source.
• Consistently represents the company in a professional manner.
• Maintains effective working relationships and cooperates with all personnel in the company.
• Adheres to the company’s compliance requirements as stated in the policy and procedure manual and all other related policies.
• Performs other duties and responsibilities as assigned.

Requirements

• CPhT (Certified Pharmacy Technician) required.
• Minimum two years of medical or pharmacy experience or equivalent experience.
• At least 1 year in a call center type environment or similar customer service role.

Skills

• Analytical: Uses intuition and experience to complement data.
• Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
• Technical Skills: Strives to continuously build knowledge and skills; shares expertise with others.
• Customer Service: Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance.
• Interpersonal Skills: Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Written Communication: Writes clearly and informatively; able to read and interpret written information.
• Teamwork: Exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit.
• Business Acumen: Conserves organizational resources.
• Diversity: Demonstrates knowledge of EEOC policy; shows respect and sensitivity for cultural differences; supports affirmative action and respects diversity.
• Ethics: Treats people with respect; works with integrity and ethically; upholds organizational values.
• Organizational Support: Follows policies and procedures; supports affirmative action and respects diversity.
• Planning/Organizing: Uses time efficiently.
• Professionalism: Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
• Quality: Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; monitors own work to ensure quality.
• Safety and Security: Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
• Adaptability: Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality: Is consistently at work and on time.
• Dependability: Follows instructions, responds to management direction.
• Initiative: Asks for and offers help when needed.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee is regularly required to stand, walk, sit, climb stairs, use hands to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
• The employee frequently lifts and/or moves up to 20 pounds.
• Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This job generally operates in a clerical office setting.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
• While performing the duties of this position, the employee may travel by automobile and be exposed to changing weather conditions.