Pharmacy Technician, Retail Call Center (Remote)

Primary Job Duties & Responsibilities

• Handles incoming calls from customers, healthcare providers, and pharmacies regarding prescription-related inquiries, providing accurate and timely assistance.
• Verifies and validates prescription information, including dosage, medication names, and patient details, adhering to company protocols to ensure accuracy.
• Documents customer concerns, complaints, or issues related to prescriptions, demonstrating empathy and professionalism to resolve problems effectively.
• Provides guidance and support to customers regarding prescription refills, medication adherence, potential drug interactions, and general medication information.
• Operates computer systems and software applications to access and update customer records, prescription data, and relevant information during customer interactions.
• Communicates regularly with healthcare professionals, insurance providers, and pharmacies to facilitate the verification, authorization, and processing of prescriptions.
• Escalates complex or urgent issues to appropriate teams, such as pharmacists or supervisors, for further assistance and resolution.
• Maintains and monitors call center performance metrics, including call handling time, customer satisfaction, and quality standards to gather actionable insight for continuous improvement opportunities.
• Stays updated on industry regulations, medication trends, and new pharmaceutical products, continuously improving knowledge and expertise to provide accurate and up-to-date information to customers.

Required Qualifications

• Working knowledge of problem solving and decision-making skills.
• For regulatory purposes, must be a resident and Licensed Pharmacy Technician in one of the following states: Alaska, Arizona, Florida, Idaho, Illinois, Massachusetts, New Hampshire, New Mexico, North Carolina, Ohio, Rhode Island, Tennessee, Texas or Vermont.
• Candidate must obtain Rhode Island Pharmacy Technician license (application and fee) upon hire.

Preferred Qualifications

• Certified Patient Care Technician (CPCT) preferred.
• Licensed Pharmacy Technician in Rhode Island or Massachusetts.