Call Center Pharmacy Technician I

Job Description:

• Act as a liaison between patients, providers, and pharmacists
• Provide exceptional customer service and excellent phone etiquette with empathy
• Field inbound calls for refill requests and investigate refill status
• Fulfill medication renewal requests according to applicable guidelines
• Contact patients and assist or remind them to obtain refills from retail, independent, or mail-order pharmacies
• Make outbound calls to pharmacies on behalf of patients
• Handle 40–50 inbound calls per day and/or 60–80 outbound calls
• Coordinate with center care teams to overcome barriers preventing patients from receiving refills
• Use the electronic medical record platform to send requests and updates to field care teams
• Document clear and precise information in applicable electronic platforms
• Capture and document patient requests before ending calls
• Monitor the CareReq queue and complete open requisitions
• Arrange transportation for center visits
• Schedule off-cadence or requested patient appointments
• Use the triage nurse line and warm transfers for acute healthcare concerns when needed
• Execute prescription requests according to current process standards and policies
• Maintain a private, distraction-free home office that protects patient information
• Meet or exceed departmental metrics and stay informed about metric changes
• Maintain licensure and certification and complete continuing education
• Perform other duties as assigned

Requirements:

• Minimum 1 year of retail pharmacy experience required
• Active Pharmacy Technician License in the state of residence
• Certified Pharmacy Technician (CPhT) certification required
• High school diploma or equivalent required
• Bilingual Spanish preferred; medical Spanish a plus
• Strong working knowledge of MS Office and Google Suite preferred
• Ability to execute daily responsibilities with minimal supervision
• Demonstrated ability to deliver high-quality customer service
• Ability to deliver confident and professional service to Oak Street Health patients and internal partners
• US work authorization
• Proficient PC skills and computer literacy
• Basic Google Suite skills and ability to navigate systems
• Prior remote work experience
• Ability to obtain high-speed internet and hardwire equipment to router/modem
• Distraction-free and private remote work environment required
• Reliable dependent care during working hours
• Ability to participate in classroom-style remote training sessions
• Understanding of the conscientiousness, professionalism, and reliability required in a remote work environment
• Ability to maintain licensure and certification
• Ability to complete all Continuing Education expectations

Benefits:

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources supporting physical, emotional, and financial well-being, based on eligibility
• Career development opportunities and progression from Pharmacy Technician I to Pharmacy Technician II
• Remote work arrangement
• Remote classroom-style training sessions

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