Lead Pharmacy Technician Mail Order

Beth Israel Lahey Health • Westwood, MA

138d

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. 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.

Requirements

• High School diploma or GED required.
• Bachelor's degree preferred.
• 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

• 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.
• Maintains new/existing patient profiles, enters new prescriptions into patient profiles, contacts insurance companies for benefit investigation/coverage eligibility, assists 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, which may entail up to 10% of job function.
• Performs and assists with all daily functions of all BILH Pharmacy service lines as needed.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees