Pharmacy Technician, Rapid Response Specialist

WellDyne • Lakeland, FL

5d

About The Position

The Rapid Response Escalation Specialist is an experienced Pharmacy Technician who manages high-priority operational, patient, provider, client, and payer escalations across the pharmacy enterprise. The role coordinates urgent issues requiring immediate intervention and ensures timely resolution while maintaining service, quality, compliance, and patient safety standards.

The Specialist works across pharmacy operations, including intake, benefits verification, clinical review support, dispensing, fulfillment, customer service, and account management. The role owns escalated issues from identification through final resolution, ensuring transparency, accountability, documentation, communication, and root cause investigation. It requires strong operational expertise, critical thinking, de-escalation skills, and coordination across departments and leadership teams.

Requirements

• High school diploma or GED.
• Pharmacy Technician Certification (CPhT) or registration, as required by state Board of Pharmacy regulations.
• Active state Pharmacy Technician registration or licensure, as applicable.
• At least 5 years of pharmacy operations experience.
• Previous experience handling escalated customer, patient, provider, or client issues.
• Demonstrated experience working across multiple pharmacy operational functions.
• Advanced pharmacy operations knowledge and a strong understanding of prescription processing workflows.
• Strong problem-solving and critical-thinking skills.
• Excellent verbal and written communication skills.
• Strong conflict resolution and de-escalation skills.
• Ability to manage multiple urgent priorities simultaneously and function effectively in high-pressure environments.
• Experience with pharmacy management systems, CRM platforms, and workflow tools.
• Strong organizational and time-management capabilities.
• Proficiency with Microsoft Office applications.

Nice To Haves

• At least 3 years of specialty pharmacy, mail order, reimbursement, patient services, or healthcare operations experience.

Responsibilities

• Serve as the primary point of contact for operational, patient, provider, client, and pharmaceutical escalations.
• Triage, prioritize, and manage escalated cases according to established severity and response criteria.
• Investigate and resolve complex issues affecting patient access, medication fulfillment, reimbursement, service delivery, and customer experience.
• Use de-escalation techniques to manage dissatisfied callers and complex service situations.
• Coordinate immediate responses to urgent patient safety, clinical, regulatory, or service-impacting events.
• Escalate critical issues to leadership, pharmacists, compliance, quality, or clinical teams as necessary.
• Manage escalations across all pharmacy operational functions and collaborate with intake, reimbursement, clinical, dispensing, fulfillment, shipping, and customer service teams.
• Remove operational barriers affecting patient access to therapy.
• Monitor escalated cases to ensure timely follow-up and closure.
• Facilitate communication between internal teams and external stakeholders.
• Support patients, caregivers, providers, manufacturers, health plans, and client representatives as a high-level resource.
• Resolve complex service issues requiring advanced operational knowledge and provide stakeholders with status updates and expectations.
• Support high-visibility client and account management concerns requiring rapid intervention.

What This Job Offers

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