Pharmacy Refill Technician - Call Center

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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

7. Performs related duties as required

Requirements

• High School Diploma
• Pharmacy Technician Certificate (CPhT) required
• Understanding of basic medical terminology
• Excellent customer services skills and computer skills
• Experience working with a diverse work staff and patient population
• Demonstrated ability to work respectfully and effectively with individuals from a wide range of backgrounds, perspectives, and life experiences. This includes engaging constructively with colleagues, patients, clients, and vendors in a manner that reflects professionalism, empathy, and cultural awareness, without regard to race, color, national origin, sex, gender identity, sexual orientation, religion, age, disability, or other protected characteristics as defined by applicable law.

Preferred Requirements:

• Prior experience working in a pharmacy preferred
• Experience with electronic medical records is preferred
• Bi-lingual, Spanish/English a plus

Ability to meet the following physical requirements with or without reasonable accommodations:

• Sit at a computer station or stand at a counter for extended periods of time
• Ability to keyboard for extended periods of time

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 12 paid holidays, paid vacation, and more. LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply

This is a union position in a Fenway Health bargaining unit represented by 1199 SEIU United Healthcare Workers East.