Call Center Pharmacy Technician

Martin's Point Health Care • Portland, ME

13d

About The Position

The Call Center Pharmacy Technician works collaboratively with the Pharmacy Mail Order Team to provide service to Martin’s Point patients and staff. The technician responds to incoming patient and external customer calls, coordinates requests with on-site staff, collects and verifies accurate patient information, and supports mail-order pharmacy processes such as medication refills and order tracking. With supervisory support, the technician tracks and follows up on requested work, serves as a resource to patients and the team, and participates in workflow and process-improvement activities. The role requires demonstrating the organization’s mission, vision, and core values, maintaining confidentiality, and handling protected health information in accordance with HIPAA requirements.

This position requires a high school diploma or equivalent and an active pharmacy license for the state of application before the start date. Relevant experience includes administrative or customer-service work, preferably in a contact center or patient-services setting involving pharmacy, billing, insurance processing, or related tasks. The position may require flexible hours, including weekends, evenings, and holidays. The posted pay range is $20.20–$24.95; compensation is based on relevant experience, market conditions, internal equity, and budget considerations. The role is not eligible for immigration sponsorship.

Requirements

• High school diploma or equivalent.
• Active pharmacy license for the state of application before the start date.
• Experience in an administrative and/or customer-service-oriented environment.
• Basic knowledge of telephonic skills for collecting data and sharing information.
• Windows-based computer skills, including data entry and word processing.
• Demonstrated telephone etiquette and positive interpersonal skills.
• Excellent organizational skills, attention to detail, and follow-through.
• Ability to function independently and professionally.
• Ability to handle difficult conversations with patients and internal customers.
• Ability to analyze and solve problems.
• Ability to work with a variety of customers, including patients, internal customers, and peers.
• Ability to maintain confidentiality and handle protected health information in accordance with HIPAA requirements.
• Ability to work flexible hours, which may include weekends, evenings, and holidays.
• Demonstrated understanding of and alignment with Martin’s Point values.

Nice To Haves

• Experience in a contact center setting and/or a patient-services environment involving pharmacy, billing, insurance processing, or related tasks.

Responsibilities

• Respond to patient and external customer requests by incoming phone call, aiming for first-call resolution while following established processes, protocols, and quality metrics.
• Coordinate patient and external customer requests with on-site staff.
• Ensure messages and collected patient information are accurate and complete.
• Collect and retain current patient information to support a positive patient experience.
• Serve as a resource to patients and the Mail Order Pharmacy team.
• Follow standard mail-order processes and protocols, including medication refills, order follow-through and tracking, and closing open data gaps for successful processing.
• With supervisory support, track and follow up on requested work.
• Participate in process-improvement activities.
• Participate in daily huddles and regular team meetings to improve workflows and patient population outcomes.
• Demonstrate knowledge of and work consistently in alignment with Martin’s Point’s mission, vision, and core values.
• Maintain confidentiality and handle protected health information in accordance with HIPAA requirements.

Benefits

• Medical benefits
• Dental benefits
• Vision benefits
• Retirement savings with employer contributions
• Paid time off
• Volunteer time off
• Pie Day
• Other employee benefits
• Potential eligibility for incentive or commission-based compensation, where applicable and subject to the applicable plan

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED