Lead Mail-Order Pharmacy Tech & Operations Leader

Beth-Israel-Lahey-Health; Westwood (MA); On-site; USD 45,000 - 61,000; Full time

Job summary

Beth Israel Lahey Health in Westwood, MA is seeking a Shared Services Pharm Tech Lead to supervise a team of data entry and call center technicians handling all billing and inbound/outbound calls for our specialty pharmacy operation.

The role supports day-to-day operations across data entry, call center, and prescription fulfillment, driving service excellence for patients, providers, and vendors. Prior supervisory experience and a Massachusetts Pharmacy Technician license are required.

Qualifications

• High school diploma or GED required; Bachelors preferred.
• Mass-registered pharmacy technician license is required.
• 3–5 years of related work experience in pharmacy operations.
• Experience with call center metrics and reporting is preferred.
• PTCB certification and pharmacy accreditation experience are pluses.

Responsibilities

• Oversees daily operations of a team handling high-volume calls and data entry.
• Maintains patient profiles, benefits investigations, and enrollment in copay programs.
• Generates and analyzes call center data to improve efficiency and service.
• Assists with HR tasks including hiring, onboarding and training.
• Coordinates workflows and ensures quality across pharmacy services.

Skills

Communication

Leadership

Customer service

Problem solving

Teamwork

Decision making

Written communications

Oral communications

Call center experience

Data entry

Education

High School diploma or GED

Bachelor’s degree preferred

Massachusetts Pharmacy Technician License

PTCB certification

Tools

Pharmacy data systems

Web-based applications

Call center software

Job description

Beth Israel Lahey Health in Westwood, MA is seeking a Shared Services Pharm Tech Lead to supervise a team of data entry and call center technicians handling all billing and inbound/outbound calls for our specialty pharmacy operation.

The role supports day-to-day operations across data entry, call center, and prescription fulfillment, driving service excellence for patients, providers, and vendors. Prior supervisory experience and a Massachusetts Pharmacy Technician license are required.