Team Lead, Pharmacy Refill Service

About the role

Reporting to the Director of Clinical Pharmacy, the Team Lead will lead a team of Pharmacy Technicians in a virtual environment, collaborating with healthcare team members to optimize pharmaceutical care for members. This role involves coordinating training for new team colleagues, ensuring smooth daily operations, and supporting clinical programs per existing protocols. The ideal candidate will have a deep understanding of Refill Service workflow and Medicare Advantage prescription benefits, with a passion for empowering team colleagues.

Responsibilities

• Provide operations oversight of Refill Service Pharmacy Technicians, including maintaining training and periodic competency evaluation.
• Coordinate and conduct trainings for new Pharmacy Technicians during onboarding.
• Participate in the hiring process of new colleagues as needed.
• Optimize operational Central Pharmacy Refill Service workflow.
• Assist with other pharmacy departmental clinical programs or initiatives.
• Review and process pharmacy refill requests via faxes, EMR routes, or direct incoming calls per established protocol, meeting expected turnaround time.
• Conduct telephonic outreaches and answer incoming calls regarding patient’s medication use, including medication adherence, refilling, and follow-through.
• Access medication adherence gap portals or lists and review member’s medical chart notes to determine appropriate action.
• Collaborate with pharmacy staff, providers, and care teams to resolve issues or discrepancies related to medication use.
• Ensure tasks are completed timely, documented accurately, and in accordance with regulations (including HIPAA) and organizational standards.
• Attend staff meetings and provide input into current trends, process evaluation, and quality improvement.
• Perform additional duties as assigned.

Skills

• High degree of emotional intelligence and integrity, with a resilient and focused work ethic.
• Ability to adapt to frequent changes with a positive attitude.
• Strong leadership and mentoring skills.
• Self-starter with creative thinking and effective problem-solving abilities.
• Excellent customer service, including telephone etiquette and active listening skills.
• Strong attention to detail and accurate alpha/numeric data entry skills.
• Intermediate proficiency in Microsoft Office Suite (Word, Outlook, Excel) and other relevant software.
• Ability to travel occasionally for company meetings.

Qualifications

• High school diploma or equivalent (GED) required.
• Registered Pharmacy Technician with a state board of pharmacy.
• Minimum of five (5) years of experience as a Pharmacy Technician, with at least six (6) months in Refill Service.
• Leadership or managerial experience is a plus.
• Experience working with geriatric patients or a medication adherence program is a plus.

About ArchWell Health

At ArchWell Health, we’re creating a community of caring designed to help our members stay healthy and engaged. By focusing on a strong provider-patient relationship, routine wellness, and staying active, our members enjoy a higher level of care and better quality of life after the age of 60. Our value-based care model is designed to prevent illnesses while keeping members healthy and happy. We deliver best-in-class primary care at accessible neighborhood centers where older adults can feel at home and become part of a wellness-focused community. We’re passionate about caring for older adults and united by the belief that caring has the power to change everything for our members.