Pharmacy Refill Technician - Call Center

Description

Under the direction of the Prescription Refill Lead Technician, the Prescription Refill Technician will coordinate the functions of the refill line.

Representative Duties:

1. Coordinates and monitors the Refill Line and other prescriptions requests

• Checks refill line for messages hourly
• Endeavors to answer refill line live
• Checks prescription boxes throughout the day as needed for paper scripts and distributes per patient request
• Checks fax machines throughout the day as needed for prescription requests and distributes or enters into EMR
• Serves as training resource for Medical Assistants assisting with faxed prescriptions
• Works to promote Fenway Pharmacy
• Facilitates the prescription prior authorization process

2. Provide phone support for general patient inquiries on the Refill Line/Nursing lines

• Telephones, faxes or mails prescription refills to pharmacy per medical provider authorization
• Answer each phone call in a cheerful, welcoming and professional manner
• Refer unusual or difficult situations to supervisor
• Is polite and efficient in assisting patients in obtaining the information a patient needs or sending them to the person that can help them
• Calls patients at Pharmacist's direction, or as needed to obtain demographics or insurance information

3. Effectively communicates with patients, co-workers on Pharmacy team, in medical department and across departments

• Demonstrates competency in EMR, WinRx, and Microsoft Outlook
• Attends and participates in regularly scheduled general staff meetings as directed.
• Maintains familiarity with emergency codes

4. Provides clerical support and administrative assistance as directed

• Demonstrates competency in alphabetizing, filing, faxing and other duties to support Nursing/ Refill line’s administrative office needs
• Assists with prescription call in as needed

5. Interacts with patients and providers

• Answers phone and greets patients
• Always interacts with customers and coworkers in a patient,  professional and respectful manner
• Takes all steps to preserve patient confidentiality
• Appropriately triages patients to pharmacist when unable to meet requests
• Accepts refill requests from patients and providers

6. Meets Agency Participatory Expectation

• Adheres to all agency and departmental policies and procedures
• Participates in quality assessment and improvement activities as requested
• Adheres to the highest principles of patient and client confidentiality
• Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
• Attends all required meetings, in-services and professional trainings
• Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
• Serves on agency committees and in professional organizations when requested

7. Performs related duties as required

We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 11 paid holidays, paid vacation, and more.

LGBTQ-identified persons, people of color, and others from historically underrepresented communities are encouraged to apply.