Call Center Representative-Pharmacy Technician, (Onsite)

Walgreens•Miramar, FL

1d•Onsite

About The Position

As a Pharmacy Technician in a fast-paced call center environment, you will provide exceptional customer service while managing a high volume of calls (approximately 200 per day). You will navigate multiple pharmacy and communication systems to accurately enter patient information, resolve third-party rejects, and support prescription processing under direct supervision. This role requires adherence to state and federal regulations, company policies, and standard operating procedures, with a focus on accuracy, efficiency, and patient satisfaction. Duties may vary based on department assignments. About Walgreens Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities. We will consider employment of qualified applicants with arrest and conviction records.

Requirements

High School Diploma or GED.
Basic level PC skills (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line).
Basic Search Engines skills to include opening a browser, typing in URLs in the correct location, using a search engine, bookmarking a site, navigating using back/forward/stop buttons, and filling out forms online.
Intermediate level keyboarding skills (at least 25 WPM, touch typing, formatting documents).
Communicate effectively in writing and verbally.
18 years of age or older.
Experience in fast-paced, customer-facing environments
Skilled at using multiple computer systems accurately and efficiently
Proficient in pharmacy math for accurate dosage calculations
At least one year of pharmacy technician experience in a retail or call center environment.
At least 18 months experience as a pharmacy technician with a certificate/registration by state as granted by the state Board of Pharmacy or nationally recognized certification agency.
Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
Intermediate to advanced level keyboarding skills (at least 35 WPM, touch typing, formatting documents).
Fluency in Spanish and English

Responsibilities

Using Walgreens prescription data entry procedures and guidelines, processes new patient registration by entering data into appropriate system.
Handles patient prescription requests within HIPAA guidelines and enters refill orders for processing.
Troubleshoots to obtain missing prescription information, and interprets medical abbreviations (SIG codes).
Resolves all data entry related exceptions.
Handles correspondence to patients (inbound calls, chats, emails) and makes outbound calls to prescribers and patients as needed.
Resolves Third Party Rejects by reviewing, gathering information, making corrections and resubmitting for processing according to individual plan requirements.
Makes telephone calls to insurers and others to obtain information, gain override approval or otherwise resolve the Third Party Rejects.
Provides assistance to Pharmacists, both those in the facility and those at other locations.
Identifies and communicates issues to senior level staff as appropriate.
Must obtain active technician license or certification within the first 90 days, and maintain an active technician license or certification.