Lead Pharmacy Technician Mail Order
About The Position
When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Job Summary: The Shared Services Pharm Tech Lead collaborates with pharmacy management to lead a team of data entry and call center technicians who are responsible for all pharmacy billing and inbound/outbound calls for our specialty pharmacy operation. Assists with the day to day operations and oversight of various centralized pharmacy services such as data entry, call center, and prescription fulfillment. Must be committed to providing the highest quality of service to patients, providers, and vendors. Job Description: Essential Responsibilities: Oversees daily operations and assists a team that answers, screens and processes a high volume of calls in a professional manner. Utilizes and adheres to phone scripts and guidelines for triaging calls when needed. Asks appropriate questions and uses independent judgment within scope of knowledge and authority to provide the highest level of service to our patients. Oversees daily operations and assists a team that maintains new/existing patient profiles, enters new prescriptions into patient profiles, contact insurance companies for benefit investigation/coverage eligibility, assist patients with the enrollment process for manufacturer/non-profit organization copay assistance programs and coordinates approvals with the pharmacy for fulfillment Generates, collects, analyzes and reports all pharmacy call center data, including inbound calls, e-mail, and facsimile messages, to ensure that the Center is run efficiently and resources utilized optimally. Reviews all problem/ emergency situations and provides direction/guidance to ensure all problems/emergencies are resolved to the patient's satisfaction and organizational standards. Assists management with all HR functions including hiring, on-boarding, training, and continuous improvement process of staff. Prepares detailed staff schedules. Organizes the work of support staff including the coordinating and prioritizing of workflows. Monitors Pharmacy Shared Service Representatives to ensure a consistency of quality on all job related functions. Provides training to develop customer service and problem-solving skills. Participates in quality project and initiatives including but not limited to service excellence training, patient/physician satisfaction surveys, and resource tool development for appointment access. Collaborates with division leadership on other ambulatory initiatives and projects. This may entail up to 10% of job function. Performs and assists with all daily functions of all BILH Pharmacy service lines as needed.
Requirements
- High School diploma or GED required.
- License Mass Registered Pharmacy Tech required.
- 3-5 years related work experience required.
- Basic familiarity with computers.
- Ability to navigate at a basic level within web-based applications.
Nice To Haves
- Bachelor's degree preferred.
- PTCB certification.
- Mail Order Pharmacy and/or Pharmacy accreditation experience.
- Experience with call center metrics and reporting.
- Supervisory or management experience.
Responsibilities
- Oversees daily operations and assists a team that answers, screens and processes a high volume of calls in a professional manner.
- Utilizes and adheres to phone scripts and guidelines for triaging calls when needed.
- Asks appropriate questions and uses independent judgment within scope of knowledge and authority to provide the highest level of service to our patients.
- Oversees daily operations and assists a team that maintains new/existing patient profiles, enters new prescriptions into patient profiles, contact insurance companies for benefit investigation/coverage eligibility, assist patients with the enrollment process for manufacturer/non-profit organization copay assistance programs and coordinates approvals with the pharmacy for fulfillment
- Generates, collects, analyzes and reports all pharmacy call center data, including inbound calls, e-mail, and facsimile messages, to ensure that the Center is run efficiently and resources utilized optimally.
- Reviews all problem/ emergency situations and provides direction/guidance to ensure all problems/emergencies are resolved to the patient's satisfaction and organizational standards.
- Assists management with all HR functions including hiring, on-boarding, training, and continuous improvement process of staff.
- Prepares detailed staff schedules.
- Organizes the work of support staff including the coordinating and prioritizing of workflows.
- Monitors Pharmacy Shared Service Representatives to ensure a consistency of quality on all job related functions.
- Provides training to develop customer service and problem-solving skills.
- Participates in quality project and initiatives including but not limited to service excellence training, patient/physician satisfaction surveys, and resource tool development for appointment access.
- Collaborates with division leadership on other ambulatory initiatives and projects.
- Performs and assists with all daily functions of all BILH Pharmacy service lines as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
