Call Center Pharmacy Technician I
About The Position
The Pharmacy Technician acts as a liaison between patients, providers, and pharmacists, providing exceptional customer service and empathetic support to Oak Street Health patients. This remote role handles medication refill and renewal requests, coordinates with patients, pharmacies, and care teams, documents requests and updates in electronic systems, and helps arrange appointments and transportation. The technician is responsible for maintaining required licensure and certification, completing continuing education, following current prescription-request procedures, and meeting departmental performance metrics. The role requires a private, distraction-free home office, reliable dependent care during working hours, high-speed internet with equipment hardwired to a router or modem, and the ability to participate in remote classroom-style training. Employees living within 50 miles of an Oak Street Health location must be able to provide their own transportation if on-site support is needed. Call center/home office locations are listed as Downers Grove, Illinois; Chicago, Illinois; and Charlotte, North Carolina. The career development path from Pharmacy Technician I to II requires at least six months in the role, strong problem-solving and communication skills, a desire to learn, exceptional performance metrics for at least three consecutive months, and reliable attendance. The broader contact center progression from Levels I through III offers opportunities to build knowledge, assume more responsibility, and demonstrate expertise.
Requirements
- At least one year of retail pharmacy experience.
- Active Pharmacy Technician License in the state of residence.
- Certified Pharmacy Technician (CPhT) certification.
- High school diploma or equivalent.
- Proficient PC skills, 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 a router or modem.
- A distraction-free, private remote work environment and reliable dependent care during working hours.
- Ability to provide own transportation if on-site support is required for employees located within 50 miles of a physical Oak Street Health location.
- Ability to participate in classroom-style remote training sessions.
- Understanding of the conscientiousness, professionalism, and reliability required in a remote work environment.
- Ability to perform daily responsibilities with minimal supervision.
- Demonstrated ability to deliver high-quality customer service.
- Ability to provide confident and professional service to Oak Street Health patients and internal partners.
- US work authorization.
Nice To Haves
- Bilingual Spanish; medical Spanish is a plus.
- Strong working knowledge of MS Office and Google Suite.
Responsibilities
- Handle inbound calls for refill requests, investigate refill status, and fulfill medication renewal requests as indicated.
- Contact patients to assist and remind them to obtain medication refills from retail, independent, or mail-order pharmacies.
- Make outbound calls to pharmacies on behalf of patients when needed.
- Handle an expected volume of 40–50 inbound calls and/or 60–80 outbound calls per day.
- Coordinate with center care teams to address barriers that prevent 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 all patient requests before ending each call.
- Monitor the CareReq queue and ensure open requisitions are completed.
- Arrange transportation for center visits.
- Schedule off-cadence or requested patient appointments.
- Use warm transfers to the triage nurse line when patients have acute healthcare concerns.
- Execute prescription requests according to current process standards and policies.
- Maintain a private, distraction-free work environment that protects patient information.
- Meet and exceed departmental metrics and stay informed about metric changes and updates.
- Maintain licensure and certification and complete continuing education expectations.
- Perform other duties as assigned.
Benefits
- Medical coverage.
- Dental coverage.
- Vision coverage.
- Paid time off.
- Retirement savings options.
- Wellness programs.
- Other resources, based on eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
