Call Center Representative -Pharmacy Technician (Onsite)

Walgreens•Orlando, FL

7d•Onsite

About The Position

In accordance with state and federal regulations, the Call Center Representative performs data entry and patient registration, resolves third-party rejects, and responds to high-volume customer inquiries under direct supervision. The role follows standard operating procedures and company policies and uses pharmacy systems to obtain patient and drug information. Duties may vary by assigned department. The representative processes new patient registrations and refill orders, handles prescription requests within HIPAA guidelines, troubleshoots missing prescription information, interprets medical abbreviations (SIG codes), and resolves data-entry exceptions. The role responds to patient correspondence through inbound calls, chats, and emails and makes outbound calls to prescribers and patients as needed. It also resolves third-party rejects by reviewing and correcting information, resubmitting claims according to plan requirements, and contacting insurers or others to obtain information or approval. The representative assists pharmacists at the facility and other locations and escalates issues to senior staff as appropriate. An active technician license or certification must be obtained within the first 90 days and maintained. Walgreens was founded in 1901 and serves customers and patients across approximately 8,500 stores in the United States and Puerto Rico. The company has approximately 220,000 team members.

Requirements

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 completing online forms.
Intermediate keyboarding skills of at least 25 WPM, touch typing, and document formatting.
Effective written and verbal communication skills.
Be 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 state registration granted 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.

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 registration by entering data 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 (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 and gathering information, making corrections, and resubmitting for processing 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 technician license or certification within the first 90 days and maintain it.