Temporary Call Center Pharmacy Technician

Martin's Point Health Care•Portland, ME

About The Position

The Call Center Pharmacy Technician works collaboratively with all members of the Pharmacy Mail Order Team to provide service to Martin’s Point patients and staff. The technician responds to patient and external customer requests, coordinates requests with on-site staff, collects accurate information, and supports mail order pharmacy functions. 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 supports Martin’s Point’s mission, vision, and core values.

Requirements

High school diploma or equivalent.
Active pharmacy license for the state in which the applicant is applying, obtained before the start date.
Experience in an administrative and/or customer service-oriented environment.
Experience in a contact center setting and/or a patient services environment involving pharmacy, billing, insurance processing, or related tasks.
Basic knowledge of telephonic skills for collecting data and sharing information.
Understanding of and alignment with Martin’s Point values.
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 varied customers, including patients, internal customers, and peers.
Ability to work flexible hours, which may include weekends, evenings, and holidays.

Responsibilities

Respond to incoming patient and external customer phone requests with superior customer service, working toward First Call Resolution in accordance with 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 processes and protocols for mail order functions, 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 contribute to patient population outcomes.
Demonstrate knowledge of Martin’s Point’s mission, vision, and lines of business, and consistently demonstrate the organization’s mission, vision, and core values.