Pharmacy Technician - Refill Calls

ShieldsRx; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

A leading healthcare company is seeking a Patient Engagement Specialist to support inbound and outbound pharmacy communications. This position requires strong communication skills, experience in pharmacy operations, and proficiency in managing patient refills. Join a dynamic team dedicated to improving patient access to specialty medications in a rewarding work environment.

Qualifications

• 1-3 years of Pharmacy Technician experience preferred.
• Knowledge of managing refills and working with clinical care teams.

Responsibilities

• Handle inbound pharmacy calls and place outbound refill calls.
• Coordinate medication refills and adjudicate pharmacy claims.
• Respond to patient inquiries regarding prescription coverage.

Skills

Strong interpersonal communication skills

Exceptional phone skills

Proficient in Microsoft Office

Organizational skills

Education

High school diploma or GED

Job description

At Shields Health Solutions, we pride ourselves on our culture of inclusion, kindness, acceptance, and the difference we make in patients' lives every day. We are tremendously proud to consistently be certified as a ‘Great Place to Work’ several years in a row; we’ve been recognized as a Fortunes Best Workplaces in Healthcare, Millennials, and Women; and a Becker’s Healthcare Top 150 Workplace.

Patients are at the heart of everything we do. We are committed to improving lives by ensuring seamless access to specialty medications, better health outcomes, and an enhanced care experience. That’s why more health system leaders trust us to deliver personalized support and comprehensive solutions that make specialty pharmacy more accessible for the patients who need it most. Through our proven Shields Performance Platform, we help drive the financial sustainability of health systems while prioritizing best-in-class outcomes that patients deserve. With a team of leaders in specialty pharmacy, a track record of success partnering with over 80 health systems, and an unwavering dedication to measurable results, we empower health systems to transform their specialty pharmacy into a driver of growth—ensuring every patient receives the best possible care.

As Shields Health Solutions continues to experience rapid growth and expand our partnerships with leading health systems across the country, we’re actively hiring to support our mission. Our expanding footprint means more opportunities to make a meaningful impact in patients’ lives—so we’re looking for passionate, driven individuals to join our team and continue to grow with us.

Patient Engagement Specialist Location: If you reside locally (Phoenix, Arizona) this position is onsite 100% Monday - Friday

Job Description:

The Patient Engagement Specialist will be responsible for providing service for inbound pharmacy phone callsand/orplacing outbound patient refill calls and assisting the patient through the entire refill process. This role will be responsible for some or all of the below types of activities: responding to patient requests and inquiries regarding prescription drug plan coverage and fulfillment through the pharmacy; inbound calls to support the health systems needs in patient; status checks on prescriptions; assists pharmacies to properly adjudicate electronic prescription drug claims and resolve adjudication error messages; responsible for providing knowledgeable and courteous customer assistance and response to members, providers, and pharmacy team member inquiries; serves as a point of contact between patients, pharmacy, liaisons, clinical providers, and various internal functional areas.

Key Responsibilities:

• Proactively coordinate medication refills including data entry and pharmacy claim adjudication
• Make outbound patient refill phone calls and complete the patient refill request.
• Answer, resolve and triage inbound inquiries.
• Clarify prescription orders with pharmacist and/or clinician as appropriate.
• Identify medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medication.
• Manage, organize, and update relevant data using database applications.
• Apply observations and recommendations to operational issues, increased productivity, quality, and customer-service standards.
• Identify trends, resolves problems; recommend improvements; implement change.
• Actively participate in process improvement initiatives.
• Act as a value-added business partner to stakeholders throughout the organization.
• Protect organization's value by keeping information confidential.
• Update knowledge by participating in educational opportunities; reading professional publications; maintaining networks; participating in professional organizations
• Flexible scheduling to meet business needs with health system partners starting as early as 7:45 AM (EST)/ 8am EST
• Other duties and/or responsibilities may apply

Experience/Requirements:

Required Licensure/Certification: We are seeking experienced pharmacy technicians who are state registered as a pharmacy technician. Nationally certified as a CPhT or equivalent is strongly preferred but not required. Should additional licensure need to be obtained, the applicant will commit to obtaining the required licensure within a mutually agreed upon timeframe. Continued employment is contingent upon meeting these requirements.

*If the candidate's state of residence does not have a state registration available, then the National certification is required at time of hire.Should additional licensure need to be obtained, the applicant will commit to obtaining the required licensure within a mutually agreed upon timeframe. Continued employment is contingent upon meeting these requirements.

Experience and Education Requirements:

• 1-3 years of Pharmacy Technician and adjudicating claims
• experience strongly preferred but not required - managing refills, specialty pharmacy, working with clinical care teams, and working remotely

Education: High school diploma or GED required

Skills : Strong interpersonal communication skills, exceptional phone skills, comfortable with proactively engaging patients telephonically, comfortable reaching out to on-site clinicians, payors, and pharmacies telephonically, highly proficient in Microsoft Office particularly Excel and Word; able to quickly learn other programs, adapt to Shields’ unique model / tools and able to extract relevant information; strong organizational skills a must

Traits : Organized, high-integrity, high accountability, attention to detail, dependable, quality focus, empathetic, good listener/communicator, collaborative, consistently arrives to work on-time with minimal unscheduled time off

Other: Energetic, highly motivated, team player with strong personal and communication skills, ability to sit and/or stand with focus at a workstation for a long period of time; discretion and confidentiality essential as position deals with highly sensitive and private data

Minimum Remote Role Expectations:

• Remote role requires to be sitting at desk with two company required monitors
• Must have high speed, stable, and reliable internet connection (remote roles are not suitable to people that do not have consistent high speed reliable connection)
• Must be willing able to work overtime to support week to week fluctuations in patient care management
• Must have a distraction free work environment where you are able to keep your primary focus on patient care throughout the day (including but not limited to background noises or other distractions in your remote location)
• Ability camera on for most meetings with co-workers or leaders

California residents employed by or applying for work at Shields have certain privacy rights. Please review our: California Workforce Privacy Notice and Privacy Policy.

Shields Health Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.