Pharmacy Technician

Responsibilities

• Process customer pharmacy orders accurately and efficiently via telephone while ensuring full compliance with applicable pharmacy regulations.
• Obtain and verify customer information, including product quantities and usage details, to ensure prescriptions are filled correctly and safely.
• Ensure all patient-related interactions strictly adhere to HIPAA regulations and privacy requirements.
• Respond to customer questions, complaints, and service issues by identifying root causes and providing appropriate, timely solutions.
• Investigate and track product shipments using carrier tools such as the UPS website and by coordinating with the transportation team.
• Collaborate closely with Routing, Transportation, Sales, and Credit & Collections teams to resolve customer issues and deliver a cohesive, high-quality customer experience.
• Meet and maintain established performance expectations related to call quality, adherence, order accuracy, and service level standards.
• Adapt to changing business needs and evolving customer requirements while maintaining high service standards.
• Work effectively and independently in a remote environment using a reliable high-speed wired internet connection.
• Support business operations by working a flexible schedule within Customer Care operating hours of 7:00 a.m. to 6:00 p.m. CST, Monday through Friday.
• Handle high call volumes, contributing to a department that manages approximately 2,000 calls per day while maintaining professionalism and empathy.
• Use Microsoft 365, SharePoint, and Teams to document interactions, collaborate with colleagues, and support daily workflows.
• Participate fully in remote training, apply learned processes and systems, and transition to independently taking calls after the training period.

Qualifications

• A High School Diploma.
• An active pharmacy technician license from one of the following states: Illinois (IL), Indiana (IN), Wisconsin (WI), or Florida (FL).
• An active national pharmacy technician certification from PTCB or NHA.
• A minimum of 2–4 years of call center experience in a clinical or pharmacy setting.