Lead Pharmacy Technician Mail Order

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

Westwood, MA • BILH Pharmacy • Full-time • RotatingWhen you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.Job Summary: The Shared Services Pharm Tech Lead collaborates with pharmacy management to lead a team of data entry and call center technicians who are responsible for all pharmacy billing and inbound/outbound calls for our specialty pharmacy operation. Assists with the day to day operations and oversight of various centralized pharmacy services such as data entry, call center, and prescription fulfillment. Must be committed to providing the highest quality of service to patients, providers, and vendors.

Job Description:Essential Responsibilities:Oversees daily operations and assists a team that answers, screens and processes a high volume of calls in a professional manner. Utilizes and adheres to phone scripts and guidelines for triaging calls when needed. Asks appropriate questions and uses independent judgment within scope of knowledge and authority to provide the highest level of service to our patients.Oversees daily operations and assists a team that maintains new/existing patient profiles, enters new prescriptions into patient profiles, contact insurance companies for benefit investigation/coverage eligibility, assist patients with the enrollment process for manufacturer/non-profit organization copay assistance programs and coordinates approvals with the pharmacy for fulfillmentGenerates, collects, analyzes and reports all pharmacy call center data, including inbound calls, e-mail, and facsimile messages, to ensure that the Center is run efficiently and resources utilized optimally. Reviews all problem/ emergency situations and provides direction/guidance to ensure all problems/emergencies are resolved to the patient’s satisfaction and organizational standards.Assists management with all HR functions including hiring, on-boarding, training, and continuous improvement process of staff.Prepares detailed staff schedules. Organizes the work of support staff including the coordinating and prioritizing of workflows. Monitors Pharmacy Shared Service Representatives to ensure a consistency of quality on all job related functions. Provides training to develop customer service and problem-solving skills.Participates in quality project and initiatives including but not limited to service excellence training, patient/physician satisfaction surveys, and resource tool development for appointment access. Collaborates with division leadership on other ambulatory initiatives and projects. This may entail up to 10% of job function.Performs and assists with all daily functions of all BILH Pharmacy service lines as needed.Required Qualifications:High School diploma or GED required. Bachelor’s degree preferred.License Mass Registered Pharmacy Tech required.3-5 years related work experience required.Basic familiarity with computers. Ability to navigate at a basic level within web-based applications.Preferred Qualifications:PTCB certification.Mail Order Pharmacy and/or Pharmacy accreditation experience.Experience with call center metrics and reporting. Supervisory or management experience.Competencies:Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.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 set goals and determines how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction.Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to 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 in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.Team Work: Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.Physical Nature of the Job:Medium work: Exerting up to 50 pounds of force occasionally and or up to 20 pounds of force frequently. Job is physical in nature and employee needs to stand and/or move around through the majority of their shift.Pay Range:$32.74 – $44.07The 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.Equal Opportunity Employer/Veterans/DisabledJob detailsEmployment: Full-timeHours/Week: 40Shift: RotatingCategory: PharmacyPay Range: $32.74 - $44.07FLSA: Non-ExemptReq ID: JR105067