Call Center Pharmacy Technician I

8350 Oak Street Health MSO LLC; Illinois; Hybrid; USD 23,000 - 43,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Retirement plan

Wellness programs

Job summary

Oak Street Health is seeking a Pharmacy Technician I to support patient refills, coordinate with pharmacies, and work within a remote call center environment. You will manage 40-50 calls per day and 60-80 outbound calls, ensuring accurate documentation and privacy of patient information.

Responsibilities include liaising between patients, providers, and pharmacists, fulfilling renewals, and assisting with transportation arrangements for center visits.

Qualifications

• Minimum 1 year of retail pharmacy experience required.
• Active Pharmacy Technician License in the state of residence.
• Certified Pharmacy Technician (CPhT) certification required.
• High school diploma or equivalent required.
• Bilingual Spanish preferred, medical Spanish a plus.

Responsibilities

• Field inbound calls for refills and investigate status of requests.
• Fulfills medication renewal requests as indicated.
• Contact patients to assist/remind them to obtain refills.
• Make outbound calls to pharmacies on behalf of patients.
• Coordinate with care teams to overcome barriers to refills.
• Use electronic medical record platforms to send requests and updates.
• Document patient requests clearly in electronic systems.
• Monitor CareReq queue to ensure completion of requisitions.
• Arrange transportation for center visits.
• Schedule off-cadence or requested patient appointments.
• Triage nurse line for acute health concerns.
• Ensure privacy and private home office environment for patient data.
• Meet departmental metrics and stay updated on changes.
• Maintain licensure and complete Continuing Education.

Skills

Retail pharmacy experience

Active Pharmacy Technician License

CPhT certification

Spanish bilingual

Customer service

Education

High school diploma

Tools

MS Office

Google Suite

Job description

Title: Pharmacy Technician I
Company: Oak Street Health
Location: Remote

Role Description

The Pharmacy Technician acts as a liaison between the patient, provider, and pharmacist. The Pharmacy Technician provides exceptional customer service and excellent phone etiquette while exercising empathy with Oak Street Health patients.

Core Responsibilities

• Field inbound calls for refill requests, investigate the status of refills, and fulfill medication renewal requests as indicated
• Contacts patients and assists/reminds them in obtaining refills on their medications from their respective pharmacy, whether it be retail, independent or mail-order pharmacy
• Make outbound calls to pharmacies on behalf of the patient when needed
• Responsible for 40-50 calls per day volume inbound and/or 60-80 calls outbound
• Coordinate with center care teams to overcome identified barriers that prevent patients from receiving refills
• Utilize electronic medical record platform to send requests and updates to field care teams
• Document clear and precise information into applicable electronic platforms
• Capture and document all patient requests prior to ending the call
• Monitor the CareReq queue to ensure the completion of any open requisitions
• Arrange transportation for center visits
• Schedule off-cadence or requested patient appointments
• Utilize triage nurse line, using warm transfers, when needed for acute healthcare concerns
• Execute prescription requests according to up-to-date process standards and policies
• Engage with patients in an environment free from background distractions that supports a private home office that ensures patient information is protected
• Meet and exceed departmental metrics; stay informed of changes and updates to department metrics
• Responsible for maintaining licensure and certification
• Complete all Continuing Education expectations
• Other duties as assigned

Remote Work Requirements

• Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems
• Prior remote work experience
• Ability to obtain high-speed internet and hardwire equipment to router/modem
• Distraction-free and private remote work environment required as well as reliable dependent care during working hours
• Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center https://www.oakstreethealth.com/locations Call center/home office locations: Downers Grove, IL; Chicago, IL; Charlotte, NC
• Ability to participate in classroom-style remote training sessions
• An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

Career Development Opportunities

The career path from Pharmacy Technician I to Pharmacy Technician II includes:

• A minimum tenure of 6 months in the Pharmacy Technician I role
• Consistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needs
• Demonstration of a strong desire to learn and grow in their role
• Meet "Exceptional" performance metrics for a minimum of 3 consecutive months (targets are subject to change with 30-day advance notice) for all job skills: Average Calls per Hour Average Handle Time Average Unavailable Time Quality Metrics
• Demonstrate proven reliability and satisfactory attendance
• The progression path from Level I, Level II, and Level III positions within the Pharmacy Technician Contact Center team is a structured path that encourages advocates to widen their knowledge base, take on more responsibility, demonstrate expertise, and reward team members for their proven success and dedication. Each role level builds upon the skills learned in the previous one, with the ultimate goal of enabling technicians to provide superior support and contribute to the overall success of the contact center.

What are we looking for?

• Minimum 1 year of retail pharmacy experience required
• Active Pharmacy Technician License in the state of residence
• Certified Pharmacy Technician (CPhT) certification required
• High school diploma or equivalent required
• Bilingual Spanish preferred, medical Spanish a plus
• Strong working knowledge of MS Office and Google Suite preferred
• Ability to execute daily responsibilities with minimal supervision
• Demonstrated ability to deliver high-quality customer service
• Deliver confident and professional service to Oak Street Health patients and internal partners US work authorization

Pay Range

• The typical pay range for this role is: $17.00 - $31.30

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well being of colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

• medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources

We anticipate the application window for this opening will close on: 11/27/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.