Pharmacy Escalation Specialist

Southend Pharmacy; Houston (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Southend Pharmacy is seeking an Escalation Pharmacy Technician to monitor the escalation chat, triage requests, and coordinate follow-up across teams. You will act as the central communication hub to keep requests owned, avoid duplication, and ensure timely updates.

The role requires at least 2 years in pharmacy operations, strong documentation skills, and proficiency with LifeFile, Excel, and collaborative tools like Teams/Chat.

Qualifications

• High school diploma or GED required.
• Active pharmacy technician registration or license in good standing as required by state.
• Minimum of 2 years of pharmacy ops experience in prescription processing, order fulfillment, or coordination.
• Experience using pharmacy management software to locate prescriptions and track status.
• Proficiency with Excel or Google Sheets to maintain escalation trackers.
• Experience using Teams or Google Chat to monitor requests and coordinate follow-up.
• HIPAA knowledge and proper handling of protected information.

Responsibilities

• Monitor escalation chat continuously during shift and acknowledge new requests promptly.
• Review messages for patient or order details, urgency, and required actions.
• Identify missing information and request it while protecting patient privacy.
• Assign or route requests to the appropriate owner and maintain real-time escalation tracker.
• Provide concise status updates; escalate high-risk or unresolved issues to pharmacists.
• Prepare end-of-shift handoffs with owner and next steps.
• Escalate delayed or unassigned requests to leadership and pharmacist as needed.
• Highlight urgent issues to support VIP clinic service and leadership.

Skills

Escalation monitoring

Communication

Documentation

Time management

HIPAA privacy

Education

High school diploma or GED

Tools

LifeFile

Microsoft Excel

Google Sheets

Microsoft Teams

Google Chat

Job description

Southend Pharmacy is seeking an Escalation Pharmacy Technician to monitor the escalation chat, triage requests, and coordinate follow-up across teams. You will act as the central communication hub to keep requests owned, avoid duplication, and ensure timely updates.

The role requires at least 2 years in pharmacy operations, strong documentation skills, and proficiency with LifeFile, Excel, and collaborative tools like Teams/Chat.