Pharmacy Technician CPhT remote

HarmonyCares•,

2d•$22 - $25•Remote

About The Position

The Patient Advocate – Pharmacy Technician supports HarmonyCares patients through the centralized Patient Contact Center. The role provides customer service for inbound inquiries from internal and external callers and aims to resolve requests on first contact, using appropriate judgment to escalate issues. The position follows organizational call scripts, policies, and procedures and collaborates with the Prescription Renewal service team to process renewal requests accurately and on time. It contributes to patient and care-team satisfaction through responsive service and accurate documentation. The role handles medication refill inquiries, prescription renewal entry and related data updates, patient-record review, and communication with patients, families, providers, pharmacists, pharmacies, and other entities. It also supports workflow improvements, adherence to renewal protocols and applicable laws, complaint handling, quality improvement, and backup coverage for Patient Advocates. Opening and closing shift duties may be assigned to support coordination with the after-hours team.

Requirements

Active Certified Pharmacy Technician (CPhT).
Current and unrestricted pharmacy license or required training/certification according to state guidelines.
Three years of experience in a pharmacy technician role.
Ability to communicate effectively with patients, family members, and facility staff.
Excellent written and verbal communication skills, with the ability to develop effective communication with all levels of staff.
Proficiency in reading, writing, and mathematics; ability to multitask and work effectively in a stressful environment.
Ability to work independently with minimal supervision.
Strong interpersonal, analytical, and problem-solving skills.

Nice To Haves

Proficiency with Microsoft Office, including Word and Excel.
Experience working with pharmacy technician protocols.
One or more years of call center experience.
Experience with an EMR or pharmacy system.
Knowledge of medical terminology.

Responsibilities

Serve as the first point of contact for medication refill requests, resolving calls or redirecting or escalating them according to protocols.
Communicate clearly, compassionately, and professionally with patients, family members, providers, pharmacists, staff, pharmacies, and other external entities.
Enter prescription renewal requests accurately into the EMR and review patient records and other information to identify and help resolve discrepancies.
Follow renewal protocols when entering medication quantities and refills.
Identify and escalate medication issues that fall outside established protocols.
Communicate effectively with patients, providers, staff, service teammates, and pharmacies.
Optimize refill-service workflows and processes to improve efficiency and outcomes.
Maintain and follow established prescription-renewal policies and procedures.
Maintain accurate and appropriate EMR documentation.
Complete assigned opening and closing shift duties to support collaboration with the after-hours team.
Address inquiries, concerns, and needs with empathy, professionalism, and a solutions-oriented approach.
Perform data entry, including updating patient information, pharmacies, and medication lists.
Provide backup coverage to Patient Advocates as needed.
Follow applicable state and federal laws, including HIPAA.
Identify, acknowledge, and address or escalate patient complaints, grievances, and concerns in a timely and effective manner.
Collaborate with care-team members to promote quality patient care, satisfaction, and outcomes.
Participate in quality-improvement activities as assigned.