Call Center Pharmacy Technician

Martin's Point Health Care; Portland (ME); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Retirement plan

Paid time off

Volunteer time off

Pie day

Job summary

Martin's Point Health Care in Portland, ME is seeking a Call Center Pharmacy Technician to deliver world-class service to patients and staff through phone-based interactions. You will handle refills, data collection, and coordination with on-site staff to ensure accurate, complete patient information and a positive experience.

The role requires an active Pharmacy license, HS diploma, and prior experience in a customer service or contact center environment, with flexibility for hours including

Qualifications

• HS Diploma or equivalent required.
• Active Pharmacy license for state applying prior to start date.
• Experience in an administrative/customer service environment.
• Experience in a contact center or patient services with pharmacy, billing, insurance tasks.
• Basic telephonic data collection skills.
• Demonstrates alignment with Martin’s Point Values.

Responsibilities

• Respond to patient/external customer requests via phone with first call resolution.
• Coordinate with on-site staff; ensure messages and patient data are accurate.
• Provide positive patient experience through thorough information collection.
• Serve as a resource to patients and the Mail Order Pharmacy team.
• Follow mail order processes (refills, tracking, data gaps).
• With supervisor support, track and follow up on requested work.
• Participate in process improvement activities.
• Attend daily huddles and team meetings to improve workflows.

Skills

Windows based computer skills

Telephone etiquette

Organizational skills

Detail oriented

Follow-through

Education

HS Diploma or equivalent

Job description

Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day. Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015.

Position Summary

Call Center Pharmacy Technician works collaboratively with all members of the Pharmacy Mail Order Team to provide world class service to both the patients and staff of Martin’s Point.

Job Description

PRIMARY DUTIES AND RESPONSIBILITIES

• Utilizing superior customer service skills, responds to all patient and external customer requests via incoming phone call resulting in consistent First Call Resolution according to establish processes and protocols and within established quality metrics.
• Processes all patient and external customer requests through appropriate coordination with on-site staff. Ensures messages and collected patient information is accurate and complete.
• Ensures a positive patient experience through thorough information collection and retention of current patients.
• Serves as a resource to patients and the Mail Order Pharmacy team.
• Follows Standard Processes and Protocols related to mail order functions (med refills, order follow through/tracking, closing open data gaps for successful processing.
• With supervisory support, the Call Center Pharmacy Technician tracks and follows up on work requested to be performed.
• Participates in process improvement activities
• Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes
• Demonstrates in-depth knowledge of Martin’s Point’s mission, vision, and multiple lines of business.

Employees are expected to work consistently to demonstrate the mission, vision, and core values of the organization.

POSITION QUALIFICATIONS

Education:

• HS Diploma or equivalent

Licensure/certification:

• Active Pharmacy license for state applying prior to start date

Experience:

• Experience working in an administrative and/or customer service-oriented environment required.
• Experience in a contact center setting and/or in a patient services environment with pharmacy, billing, insurance processing or related tasks.

Knowledge:

• Basic knowledge of telephonic skills for collection of data and information sharing
• Demonstrates an understanding of and alignment with Martin’s Point Values.

Skills:

• Windows Based Computer skills: data entry and word processing ability
• Demonstrated telephone etiquette and positive interpersonal skills
• Excellent organizational skills
• Detailed oriented and excellent follow through skills

Abilities:

• Ability to function independently and professionally
• Ability to handle difficult conversations with patients and internal customers
• Ability to analyze and problem solve
• Ability to work with a variety of customers ranging from patients, internal customers, peers
• Must be able to work flexible hours which may include weekends, evenings and holidays.
• Ability to maintain confidentiality and handle protected health information in accordance with HIPAA requirements.

Pay Range: $20.20 - $24.95 To promote pay equity, Martin’s Point Healthcare has established defined salary ranges for each role. Compensation is established within the posted range based on a variety of factors, including relevant years of experience, current market conditions, internal equity, and budget considerations. The pay range reflects the potential compensation for this role based on a full-time position. Employees may also be eligible for additional compensation, such as incentive or commission-based programs, where applicable and subject to the terms of the applicable plan. Final compensation is determined at the conclusion of the interview process. We encourage you to apply even if your desired compensation falls outside of the listed range. In addition to base compensation, we offer a comprehensive benefits package including medical, dental, vision, retirement savings with employer contributions, paid time off (including volunteer time off!), pie day, and other employee benefits.

This position is not eligible for immigration sponsorship.

We are an equal opportunity/affirmative action employer.

Martin's Point complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [e-mail]

Do you have a question about careers at Martin’s Point Health Care? Contact us at: [e-mail]