Onsite Call Center Representative, Pharmacy Technician

About the role

As a Pharmacy Technician in a fast-paced call center environment, you will provide exceptional customer service while managing a high volume of calls (approximately 200 per day). You will navigate multiple pharmacy and communication systems to accurately enter patient information, resolve third-party rejects, and support prescription processing under direct supervision. This role requires adherence to state and federal regulations, company policies, and standard operating procedures, with a focus on accuracy, efficiency, and patient satisfaction. Duties may vary based on department assignments.

Responsibilities

• Using Walgreens prescription data entry procedures and guidelines, processes new patient registration by entering data into the appropriate system.
• Handles patient prescription requests within HIPAA guidelines and enters refill orders for processing.
• Troubleshoots to obtain missing prescription information and interprets medical abbreviations (SIG codes).
• Resolves all data entry-related exceptions.
• Handles correspondence to patients (inbound calls, chats, emails) and makes outbound calls to prescribers and patients as needed.
• Resolves Third Party Rejects by reviewing, gathering information, making corrections, and resubmitting for processing according to individual plan requirements.
• Makes telephone calls to insurers and others to obtain information, gain override approval, or otherwise resolve Third Party Rejects.
• Provides assistance to Pharmacists, both in the facility and at other locations.
• Identifies and communicates issues to senior-level staff as appropriate.
• Must obtain an active technician license or certification within the first 90 days and maintain it.

Requirements

• High School Diploma or GED.
• Basic level PC skills (e.g., start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents, and/or access information online).
• Basic search engine skills, including opening a browser, typing URLs, using a search engine, bookmarking sites, navigating using back/forward/stop buttons, and filling out forms online.
• Intermediate-level keyboarding skills (at least 25 WPM, touch typing, formatting documents).
• Ability to communicate effectively in writing and verbally.
• 18 years of age or older.

Qualifications

• Proficient in pharmacy math for accurate dosage calculations.
• Skilled at using multiple computer systems accurately and efficiently.
• Experience in fast-paced, customer-facing environments.
• At least one year of pharmacy technician experience in a retail or call center environment.
• At least 18 months of experience as a pharmacy technician with a certificate/registration by state as granted by the state Board of Pharmacy or a nationally recognized certification agency.
• Experience providing customer service to internal and external customers, including meeting quality standards for services and evaluation of customer satisfaction.
• Intermediate to advanced-level keyboarding skills (at least 35 WPM, touch typing, formatting documents).
• Fluency in Spanish and English (preferred but not required).

Benefits

• No license required to start.
• Paid training.
• Earn your Pharmacy Technician license in just 30 days—Walgreens covers the cost.
• Clear path to a long-term career in healthcare.

About the company

Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail, and health services, building trusted relationships that create healthier futures for customers, patients, team members, and communities.