Pharmacy Technician Specialist-Specialty Pharmacy Call Center, Full-time Days

Northwestern Memorial Healthcare • Chicago, IL

4d • $27 - $37

About The Position

The Pharmacy Technician Specialist reflects Northwestern Medicine’s mission, vision, and values, follows its Code of Ethics and Corporate Compliance Program, and complies with applicable policies, procedures, regulatory requirements, and accreditation standards. Under the direction of a registered pharmacist, the specialist performs technical duties supporting daily dispensing operations, including prescription-related, unit dose-related, sterile product-related, and documented manufacturing functions.

In the Specialty Pharmacy Call Center, the specialist supports patients and pharmacy operations by handling calls, insurance and billing issues, prescription coordination, patient assistance enrollment, and medication shipping processes. The position also performs advanced pharmacy technician duties, helps coordinate workflow and training, contributes to performance improvement, and completes additional operational responsibilities as assigned.

Requirements

• High school diploma or GED equivalent.
• Active Illinois Pharmacy Technician License (IDFPR).
• For licenses issued after December 31, 2007, have either a Certified or Student designation by the second license renewal, in accordance with Section 9 of the Illinois Pharmacy Practice Act.
• For technicians licensed before January 1, 2008, meet the department skill-level requirement for certification.
• For Specialty Pharmacy, hold Certified Pharmacy Technician certification through PTCB or ExCPT certification through NHA.
• One to two years of technician experience.
• Previous experience as a Pharmacy Technician in a hospital or outpatient setting.
• Excellent critical thinking skills, decisive judgment, and ability to work with minimal supervision.

Nice To Haves

• Minimum five years of technician experience.

Responsibilities

• Coordinate and communicate with management, coworkers, customers, and healthcare professionals about workflow changes, updates, backorders, and new drug information as appropriate.
• Enroll eligible patients in manufacturer patient assistance co-pay programs.
• Identify, research, and resolve issues and consumer complaints.
• Use knowledge of participating third-party payors and their requirements.
• Communicate with pharmacy operations analysts about third-party billing issues and with the centralized procurement team about ordering and inventory matters.
• Assist with prescription audits as needed.
• Educate pharmacy staff about third-party billing policies and procedures as needed.
• Answer and triage patient, provider, and third-party calls, following phone scripts and communicating courteously and professionally.
• Contact payers for lost-medication, replacement, or vacation overrides.
• Troubleshoot billing rejections and rebill claims to appropriate carriers for commercial, federal, and state insurance plans.
• Verify and update patient demographic information and document patient insurance information in appropriate systems.
• Refer and document clinical questions about prescriptions, drug information, or health conditions for pharmacist follow-up.
• Use case management and pharmacy software systems to schedule prescription refills and adjudicate claims.
• Coordinate prescription orders, including ready dates and times and shipping or delivery methods.
• Follow medication shipping processes and independently resolve shipping complications.
• Spend no more than 5% of time on program quality management.
• Perform Pharmacy Technician duties at an advanced level.
• Lead performance improvement initiatives and serve as a liaison between pharmacy and other departments.
• Assist with or coordinate pharmacy technician schedules, services, assignments, workflow, and situational decision-making and problem-solving.
• Foster a team environment by providing education and training.
• Maintain documentation of media fill and fingertip testing completion.
• Participate in site meetings, including drug shortage meetings, huddles, and staff meetings.
• Manage controlled substance receiving, reconciliation, discrepancy tracking, and investigations.
• Perform minor repairs of automated dispensing system machines.
• Participate in projects as assigned by the manager.
• Handle recalls, monitor crash carts, and place KitCheck orders.
• Troubleshoot and restock.
• Perform Tech-Check-Tech duties, including automated dispensing cabinet runs and checks of controlled substances, barcode-scanned pills, and premixed IV bags.
• Perform other duties as assigned.

Benefits

• Tuition reimbursement
• Loan forgiveness
• 401(k) matching
• A wide range of benefits intended to support employees’ physical, emotional, and financial well-being and provide protection for unexpected life events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED