Call Center Representative- Pharmacy Technician (Onsite)

Walgreens•Chandler, AZ

19d•Onsite

About The Position

Performs pharmacy data entry and patient registration in accordance with state and federal regulations. Resolves third-party rejects and responds to high-volume customer inquiries under direct supervision, following standard operating procedures and company policies. Uses pharmacy systems to obtain patient and drug information; duties may vary by assigned department. Processes new patient registrations, prescription requests and refill orders. Troubleshoots missing prescription information, interprets medical abbreviations and resolves data-entry exceptions. Handles patient communications through calls, chats and emails, and makes outbound calls to prescribers and patients as needed. Reviews and resolves third-party rejects by gathering information, making corrections, resubmitting claims, and contacting insurers or others for information or override approval. Assists pharmacists at the facility and other locations and communicates issues to senior staff as appropriate. Must obtain and maintain an active pharmacy technician license or certification, with the initial credential required within the first 90 days. The position requires basic computer and search engine skills, effective written and verbal communication, and keyboarding skills. The posting lists experience and qualification details below. Walgreens states that it will consider qualified applicants with arrest and conviction records. The role remains open until filled. The stated hourly salary offer depends on factors including geography, skills, abilities, education and experience; no salary range is included in the provided text.

Requirements

At least 18 years of age.
At least one year of pharmacy technician experience in a retail or call center environment.
At least 18 months of experience as a pharmacy technician with a certificate or registration issued by a state Board of Pharmacy or a nationally recognized certification agency.
Experience providing customer service to internal and external customers, including meeting service quality standards and evaluating customer satisfaction.
Basic PC skills, including starting and shutting down a computer, using a mouse, opening and closing programs, switching between programs, saving files, printing documents and accessing information online.
Basic search engine skills, including opening a browser, entering URLs, using a search engine, bookmarking sites, navigating with browser controls and filling out online forms.
Intermediate keyboarding skills of at least 25 WPM, touch typing and document formatting.
Effective written and verbal communication.
Obtain an active technician license or certification within the first 90 days and maintain an active credential.

Nice To Haves

Intermediate to advanced keyboarding skills of at least 35 WPM, touch typing and document formatting.
Fluency in Spanish and English.

Responsibilities

Process new patient registrations by entering information into the appropriate system using Walgreens prescription data-entry procedures and guidelines.
Handle patient prescription requests within HIPAA guidelines and enter refill orders for processing.
Troubleshoot missing prescription information and interpret medical abbreviations, including SIG codes.
Resolve data-entry-related exceptions.
Handle inbound patient calls, chats and emails, and make outbound calls to prescribers and patients as needed.
Resolve third-party rejects by reviewing cases, gathering information, making corrections and resubmitting them according to plan requirements.
Call insurers and others to obtain information, gain override approval or otherwise resolve third-party rejects.
Assist pharmacists at the facility and at other locations.
Identify and communicate issues to senior-level staff as appropriate.
Obtain an active pharmacy technician license or certification within the first 90 days and maintain it.