Call Center Pharmacy Technician – Level 1

Role Overview

• Field inbound calls for refill requests, investigate the status of refills, and fulfill medication renewal requests as indicated
• Contacts patients and assists/reminds them in obtaining refills on their medications from their respective pharmacy, whether it be retail, independent or mail-order pharmacy.
• Make outbound calls to pharmacies on behalf of the patient when needed
• Responsible for 40-50 calls per day volume inbound and/or 60-80 calls outbound
• Coordinate with center care teams to overcome identified barriers that prevent patients from receiving refills
• Utilize electronic medical record platform to send requests and updates to field care teams
• Document clear and precise information into applicable electronic platforms
• Capture and document all patient requests prior to ending the call
• Monitor the CareReq queue to ensure the completion of any open requisitions
• Arrange transportation for center visits
• Schedule off-cadence or requested patient appointments
• Utilize triage nurse line, using warm transfers, when needed for acute healthcare concerns
• Execute prescription requests according to up-to-date process standards and policies
• Engage with patients in an environment free from background distractions that supports a private home office that ensures patient information is protected
• Meet and exceed departmental metrics; stay informed of changes and updates to department metrics
• Responsible for maintaining licensure and certification
• Complete all Continuing Education expectations
• 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
• Deliver confident and professional service to Oak Street Health patients and internal partners
• US work authorization

Benefits

• medical, dental, and vision coverage
• paid time off
• retirement savings options
• wellness programs
• other resources, based on eligibility