Call Center Pharmacy Technician

Martin’s Point Health Care•Portland, ME

6d•$20 - $25

About The Position

The Call Center Pharmacy Technician works collaboratively with members of the Pharmacy Mail Order Team to provide service to Martin’s Point patients and staff. The role responds to patient and external customer requests by phone, coordinates requests with on-site staff, collects and maintains accurate patient information, and supports mail order pharmacy workflows. With supervisory support, the technician tracks and follows up on requested work, serves as a resource to patients and the team, and participates in process improvement, daily huddles, and regular team meetings. Employees are expected to demonstrate Martin’s Point’s mission, vision, and core values.

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 telephone 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 work flexible hours that may include weekends, evenings, and holidays.
Ability to maintain confidentiality and handle protected health information in accordance with HIPAA requirements.
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 incoming calls from patients and external customers, aiming for First Call Resolution in accordance with established processes, protocols, and quality metrics.
Coordinate patient and external customer requests with on-site staff and 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 data gaps needed 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 Martin’s Point’s mission, vision, and lines of business, and consistently demonstrate its core values.
Maintain confidentiality and handle protected health information in accordance with HIPAA requirements.