BILH Specialty Pharmacy Technician-Per Diem

Beth Israel Deaconess Medical Center, Inc.; Westwood (KY); On-site; USD 39,000 - 51,000; Full time

Job summary

Beth Israel Lahey Health is seeking an experienced Call Center/Patient Access Specialist to direct and assist patient access to specialty pharmacy. You will handle high volume calls, schedule prescriptions, verify demographics, and coordinate referrals with internal teams and external providers.

The role emphasizes effective communication, knowledge of pharmacy processes, and the ability to triage urgent requests within scope of practice.

Qualifications

• High School diploma or GED required.
• 3-5 years related work experience required.
• Experience with computer systems required, including web based applications and some Microsoft Office applications (Outlook, Word, Excel, PowerPoint or Access).
• PTCB certification is preferred.

Responsibilities

• Answers, screens and processes a high volume of calls in a professional manner.
• Uses phone scripts and triage guidelines to determine appointment type, provider and urgency.
• Documents payer information and forwards messages to pharmacist, providers and staff.
• Acts as liaison with medical center departments and external providers.

Job description

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Summary

Directs and assist patient access to the specialty pharmacy by answering, screening and processing a high volume of incoming calls in a dedicated call center.

Job Description

Essential Responsibilities: Answers, screens and processes a high volume of calls in a professional manner. Utilizes and adheres to the phone scripts and guidelines for triaging calls. Asks appropriate questions and uses independent judgment within scope of knowledge and authority to determine the type of appointment, appropriate provider and urgency needed. Utilizes pharmacy software applications to schedule prescription refills. Verifies and updates patients' demographic information and transfers to registration for update as needed. Obtains necessary referrals for scheduled visit and documents in system. Document appropriate payer information, including worker's compensation and auto liability. Informs patient of necessary preparation for prescription delivery. Records and forwards accurate messages to pharmacist, providers and staff. Triages calls for urgent information or services to appropriate staff. Responds to requests for information or assistance within scope of knowledge and authority. Resolves and responds to provider email requests in an efficient and professional manner. Acts as a liaison with medical center departments and external providers and agencies by directing calls and messages to appropriate parties.

Required Qualifications

High School diploma or GED required. License Mass Registered Pharmacy Tech required. 3-5 years related work experience required. Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.

Preferred Qualifications

PTCB certification. Strong typing skills 40+ wpm. Knowledge of medical and pharmacy terminology. Call Center and/or telephone customer service experience. Specialty Pharmacy experience. Bilingual written and verbal communication skills.

Competencies

Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance. Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents. Independence of Action: Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager. Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers. Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers. Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations. Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members. Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.

Physical Nature of the Job

Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally.

Pay Range

$28.08 - $37.79 The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment. More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger. While you’re busy caring for and supporting our patients, we take care of you.

Equal Opportunity Employer/Veterans/Disabled

At Beth Israel Lahey Health, we are driving the change in health care that Massachusetts wants and needs. Our culture promotes continuous learning, growth, innovation and a sense of belonging. We make it a priority to offer comprehensive compensation and benefits and help you achieve a healthy and balanced life.