Call Center Pharmacy Technician

Martin’s Point Health Care•Portland, ME

About The Position

Call Center Pharmacy Technician works collaboratively with all members of the Pharmacy Mail Order Team to provide world class service to both the patients and staff of Martin’s Point. This role utilizes superior customer service skills to respond to patient and external customer requests via incoming phone calls, aiming for First Call Resolution according to established processes and protocols and within established quality metrics. The technician processes requests through appropriate coordination with on-site staff, ensuring accurate and complete message and patient information collection. They are responsible for ensuring a positive patient experience through thorough information collection and retention of current patients, and serve as a resource to patients and the Mail Order Pharmacy team. The role involves following standard processes and protocols for mail order functions such as medication refills, order follow-through/tracking, and closing data gaps for successful processing. With supervisory support, the technician tracks and follows up on requested work, participates in process improvement activities, and engages in daily huddles and team meetings to enhance workflows and patient outcomes. A key aspect of the role is demonstrating in-depth knowledge of Martin’s Point’s mission, vision, and multiple lines of business, and consistently embodying the organization's mission, vision, and core values.

Requirements

HS Diploma or equivalent
Active Pharmacy license for state applying prior to start date
Experience working in an administrative and/or customer service-oriented environment required.
Experience in a contact center setting and/or in a patient services environment with pharmacy, billing, insurance processing or related tasks.
Basic knowledge of telephonic skills for collection of data and information sharing
Demonstrates an understanding of and alignment with Martin’s Point Values.
Windows Based Computer skills: data entry and word processing ability
Demonstrated telephone etiquette and positive interpersonal skills
Excellent organizational skills
Detailed oriented and excellent follow through skills
Ability to function independently and professionally
Ability to handle difficult conversations with patients and internal customers
Ability to analyze and problem solve
Ability to work with a variety of customers ranging from patients, internal customers, peers

Responsibilities

Utilizing superior customer service skills, responds to all patient and external customer requests via incoming phone call resulting in consistent First Call Resolution according to establish processes and protocols and within established quality metrics.
Processes all patient and external customer requests through appropriate coordination with on-site staff.
Ensures messages and collected patient information is accurate and complete.
Ensures a positive patient experience through thorough information collection and retention of current patients.
Serves as a resource to patients and the Mail Order Pharmacy team.
Follows Standard Processes and Protocols related to mail order functions (med refills, order follow through/tracking, closing open data gaps for successful processing.
With supervisory support, the Call Center Pharmacy Technician tracks and follows up on work requested to be performed.
Participates in process improvement activities
Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes
Demonstrates in-depth knowledge of Martin’s Point’s mission, vision, and multiple lines of business.
Employees are expected to work consistently to demonstrate the mission, vision, and core values of the organization.