Pharmacy Technician - Call Center

Guardian Pharmacy of Wisconsin, a member of the Guardian family of pharmacies, is seeking a detail-oriented professional to join our rapidly growing team in Madison, Wisconsin. We deliver customized medication management solutions to support healthcare organizations serving seniors and individuals with complex care needs, redefining how pharmacy care is delivered.

About the role

This position provides excellent customer service to facilities by taking orders, answering questions, and referring information to the appropriate departments. You will work in a fast-paced, team-oriented environment where your expertise can make a meaningful impact.

Responsibilities

• Answer phone calls from facilities in a timely, professional, and courteous manner.
• Create telephone orders for refills, new orders, and/or backup, triaging them into the appropriate queues for Order Entry staff.
• Process refill orders in the pharmacy computer system when requested by facilities (if not complicated).
• Follow up with customers as needed, ensuring timely callbacks.
• Answer facility questions or refer them to the proper resource for resolution.
• Take credit card information over the phone for payments.
• Collaborate with Medical Records to update resident information or other changes.
• Create telephone orders for medical records and send them to the appropriate queues.
• Take orders from doctors’ offices and triage them to the correct queues.
• Check assigned facility faxes daily; address any issues and contact Order Entry as needed.
• Link delivery sheets into Docutrack.
• Scan and link original prescriptions sent in totes or by mail into Docutrack; leave notes for Order Entry if prescriptions are incomplete.
• Perform other essential functions and duties as assigned.

Requirements

• High School Diploma or GED (required).
• Pharmacy Technician license/certification/registration (per state requirements); National Certification (PTCB) preferred.
• 2+ years of related experience (advanced degree may substitute for experience).

Skills

• Advanced computer skills; pharmacy operations system experience preferred.
• Ability to work independently and deliver to deadlines.
• Strong problem-solving skills with minimal direction.
• Great attention to detail and accuracy.
• Ability to excel in a fast-paced, team-oriented environment while managing multiple tasks and strict deadlines.
• Quality-minded; motivated to identify errors and inquire when something appears inaccurate.
• Attributes: Work ethic/integrity, strategic planning, team orientation.

Work Environment

• Ability to work flexible hours.

Benefits

Guardian provides a comprehensive Total Rewards package for full-time employees working 30+ hours/week:

• Compensation & Financial:
  • Competitive pay.
  • 401(k) with company match.
• Family, Health & Insurance:
  • Medical, dental, and vision coverage.
  • Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
  • Company-paid Basic Life and Accidental Death & Dismemberment (AD&D) insurance.
  • Company-paid Long-Term Disability; optional Short-Term Disability.
  • Voluntary Employee and Dependent Life, Accident, and Critical Illness insurance.
  • Dependent Care Flexible Spending Accounts.
• Wellbeing:
  • Employee Assistance Program (EAP).
  • Guardian Angels (employee assistance fund).
• Time Off:
  • Paid holidays and sick days.
  • Generous vacation benefits based on years of service.