[Hiring] Pharmacy Technician Refill Calls @Shields Health Solutions

Role Description

The Patient Engagement Specialist will be responsible for providing service for inbound pharmacy phone calls and/or placing outbound patient refill calls and assisting the patient through the entire refill process. This role will be responsible for some or all of the below types of activities:

• Responding to patient requests and inquiries regarding prescription drug plan coverage and fulfillment through the pharmacy
• Inbound calls to support the health systems needs in patient
• Status checks on prescriptions
• Assists pharmacies to properly adjudicate electronic prescription drug claims and resolve adjudication error messages
• Providing knowledgeable and courteous customer assistance and response to members, providers, and pharmacy team member inquiries
• Serving as a point of contact between patients, pharmacy, liaisons, clinical providers, and various internal functional areas

Key Responsibilities

• Proactively coordinate medication refills including data entry and pharmacy claim adjudication
• Make outbound patient refill phone calls and complete the patient refill request
• Answer, resolve and triage inbound inquiries
• Clarify prescription orders with pharmacist and/or clinician as appropriate
• Identify medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medication
• Manage, organize, and update relevant data using database applications
• Apply observations and recommendations to operational issues, increased productivity, quality, and customer-service standards
• Identify trends, resolves problems; recommend improvements; implement change
• Actively participate in process improvement initiatives
• Act as a value-added business partner to stakeholders throughout the organization
• Protect organization's value by keeping information confidential
• Update knowledge by participating in educational opportunities; reading professional publications; maintaining networks; participating in professional organizations
• Flexible scheduling to meet business needs with health system partners starting as early as 7:45 AM (EST)/ 8am EST
• Other duties and/or responsibilities may apply

Qualifications

• 1-3 years of Pharmacy Technician and adjudicating claims experience strongly preferred but not required
• High school diploma or GED required

Requirements

• Active North Carolina Pharmacy Technician license
• Nationally certified as a CPhT or equivalent is strongly preferred but not required
• Should additional licensure need to be obtained, the applicant will commit to obtaining the required licensure within a mutually agreed upon timeframe
• Continued employment is contingent upon meeting these requirements

Skills

• Strong interpersonal communication skills
• Exceptional phone skills
• Comfortable with proactively engaging patients telephonically
• Comfortable reaching out to on-site clinicians, payors, and pharmacies telephonically
• Highly proficient in Microsoft Office particularly Excel and Word
• Able to quickly learn other programs, adapt to Shields’ unique model/tools and able to extract relevant information
• Strong organizational skills a must

Traits

• Organized
• High-integrity
• High accountability
• Attention to detail
• Dependable
• Quality focus
• Empathetic
• Good listener/communicator
• Collaborative
• Consistently arrives to work on-time with minimal unscheduled time off

Other

• Energetic, highly motivated, team player with strong personal and communication skills
• Ability to sit and/or stand with focus at a workstation for a long period of time
• Discretion and confidentiality essential as position deals with highly sensitive and private data

Minimum Remote Role Expectations

• Remote role requires to be sitting at desk with two company required monitors
• Must have high speed, stable, and reliable internet connection
• Must be willing able to work overtime to support week to week fluctuations in patient care management
• Must have a distraction free work environment where you are able to keep your primary focus on patient care throughout the day
• Ability camera on for most meetings with co-workers or leaders