Customer Relations and Pharmacy Concierge Technician - Outpatient Pharmacy

POSITION SUMMARY:

The Technician III is responsible for providing high quality patient focused pharmacy services. Will also provide training and oversight for pharmacy Technicians I & II.

Position: Customer Relations and Pharmacy Concierge Technician

Department: Retail Pharmacy

Schedule: Full-Time-Outpatient Pharmacy

ESSENTIAL RESPONSIBILITIES / DUTIES:

Customer relations specialist. This position is suited for a technician who is comfortable handling high level patient interactions. This technician must be prepared to work as the face of the pharmacy for many patients who require special attention. Candidates must be comfortable with one on one interaction with patients in the waiting area, initiating and maintaining contact with patients, concierge services, complex billing processes, they will need to have a good grasp of medication synchronization. They will be expected to engage in soliciting patient feedback by enlisting surveys, managing that information, and reporting out on results. Handling provider inquires on high level patients, submitting and following up on P.A request. This candidate should be prepared to deal with multiple interactions and the various scenarios that may occur on a day to day basis to maintain patient satisfaction. The Technician III is responsible for providing high quality patient focused pharmacy services. Will also provide training and oversight for pharmacy Technicians I & II.

JOB REQUIREMENTS

EDUCATION:

Requires a high school diploma or equivalent.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

Must be registered as a Pharmacy Technician with the MA Board of Pharmacy.

Must also have national certification (CPT) from Pharmacy Tech Certification Board (PTCB) or Exam of Certified Pharmacy Techs (exCPT)

EXPERIENCE:

Requires minimum of four years of related experience.

KNOWLEDGE AND SKILLS:

Requires excellent interpersonal skills, telephone communications skills and pharmaceutical calculation skills. Must be able perform at a high level in all aspects of outpatient pharmacy operations and must maintain competency in all areas of outpatient pharmacy..

Task/Requirements will include but are not limited to:

• Accurate and timely processing of various data entry which may include prescription order refills, patient enrollments and 3rd party information.
• Communicate with customer/patient to obtain any necessary information or to inform them of a delay in processing their order.
• Maintain communication with healthcare providers and follow-up on new prescription orders and refills/renewals.
• Medication Therapy Management, e.g. medication synchronization.
• Enthusiastic and welcoming disposition that exemplifies excellent AIDET behaviors.
• Effectively perform functions such as complex third party billing, PA submissions, coordination of benefits, etc.
• Have knowledge of all appropriate service metrics and assist on action plans to improve on outcomes.
• Assist in the execution of all patient experience improvement initiatives and programs at their location.

• Model excellent patient care by respecting, engaging and enthusiastically meeting or exceeding all patient needs.
• Effectively perform these following:
  
  
  • Find, add and update patient records in NRX, EPIC and related systems;
  • Verify and add insurance information to patient files;
  • Check patient profiles for prescriptions and refills;
  • Search for doctors; determine the cash price/copay of a prescription;
  • Set up transfer prescriptions with outside pharmacies; set up transfer prescriptions within pharmacy network;
  • Identify patient specific needs to improve pharmacy experience and outcome, e.g. compliance packaging.
  
  
  
  
• Receive prescriptions and obtain any additional information required to initiate prescription-filling process and comply with all legal requirements.
• Answer telephone/respond to voicemails in a polite and timely manner and ensure accurate information is exchanged and customer is satisfied.
• Resolve patient questions and concerns by communicating effectively with the patient and the management team/support staff in an efficient manner.
• Add and synchronize prescriptions fill dates using medication alignment.
• Accurately read and data enter new prescriptions in the computer including billing to third parties, compounds, calculations and DMEPOS.
• Resolve third party insurance billing issues to ensure customer requirements are met.
• Complete all necessary daily and weekly reports and paperwork.

Equal Opportunity Employer/Disabled/Veterans

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