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

Northwestern Memorial Healthcare • Chicago, IL

4d

About The Position

The Pharmacy Technician Specialist supports the daily operation of dispensing areas under the direction of a registered pharmacist. The role performs technical duties involving prescriptions, unit doses, sterile products, and documented manufacturing procedures, while following Northwestern Medicine’s mission, values, ethics, compliance requirements, and applicable regulatory and accreditation standards.

In the Specialty Pharmacy Call Center, the specialist coordinates communication about workflows, backorders, and new drug information; enrolls eligible patients in manufacturer assistance programs; handles calls and complaints; resolves insurance billing issues; verifies and documents patient and insurance information; and coordinates prescription refills, claims, and medication shipping or delivery. The role refers clinical questions to a pharmacist and supports staff education on third-party billing.

At the advanced technician level, the specialist contributes to performance improvement, coordinates workflows and schedules, trains staff, maintains required testing documentation, participates in site meetings and projects, and performs duties such as controlled-substance reconciliation, equipment troubleshooting, recalls, restocking, and Tech-Check-Tech activities.

Requirements

• High school diploma or GED equivalent.
• Active Illinois Pharmacy Technician License issued by IDFPR.
• For licenses issued after December 31, 2007, have Certified or Student designation by the second license renewal, in accordance with Section 9 of the Illinois Pharmacy Practice Act; technicians licensed before January 1, 2008 must meet the department skill-level certification requirement.
• Certified Pharmacy Technician credential through PTCB or ExCPT through NHA.
• 1–2 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 of 5 years of technician experience.

Responsibilities

• Perform pharmacy technician duties at an advanced level, including technical work related to prescriptions, unit doses, sterile products, and documented manufacturing procedures under a registered pharmacist’s direction.
• Coordinate and communicate workflow changes, updates, backorders, and new drug information with management, coworkers, customers, and healthcare professionals.
• Enroll eligible patients in manufacturer patient assistance and copay programs.
• Identify, research, and resolve issues and consumer complaints.
• Maintain working 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.
• Assist with prescription audits and educate pharmacy staff about third-party billing policies and procedures as needed.
• Answer and triage patient, provider, and third-party calls using phone scripts and a courteous, professional manner.
• Contact payers for lost medication, replacement medication, or vacation overrides.
• Troubleshoot billing rejections and rebill claims to appropriate commercial, federal, and state insurance carriers.
• Verify and update patient demographic information and document 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 to schedule refills and adjudicate claims.
• Coordinate prescription orders, including ready dates and times and shipping or delivery methods; understand shipping procedures and resolve complications independently.
• Spend no more than 5% of time on program quality management.
• Lead performance improvement initiatives and serve as a liaison between pharmacy and other departments.
• Assist with or coordinate technician schedules, services, assignment prioritization, workflow, and situational decision-making.
• Promote a team environment through education and training.
• Maintain documentation of media fill and fingertip testing completion.
• Participate in site meetings, including drug shortage meetings, huddles, and staff meetings.
• Receive and reconcile controlled substances, track discrepancies, and conduct investigations.
• Perform minor repairs of automated dispensing system machines.
• Participate in manager-assigned projects.
• Handle recalls, monitor crash carts, and order through KitCheck.
• Troubleshoot and restock.
• Perform Tech-Check-Tech activities, including automated dispensing cabinet runs and checks of controlled substances in cabinets, barcode-scanned pills, and premixed IV bags.
• Perform other duties as assigned.

Benefits

• Tuition reimbursement
• Loan forgiveness
• 401(k) matching
• Lifecycle benefits
• A wide range of benefits supporting physical, emotional, and financial well-being and protection for unexpected life events

What This Job Offers

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