Pharmacy Technician, Rapid Response Specialist

WellDyne•Lakeland, FL

About The Position

The Rapid Response Escalation Specialist is an experienced Pharmacy Technician responsible for managing high-priority operational, patient, provider, client, and payer escalations across the pharmacy enterprise. The role serves as the central coordination point for urgent issues requiring immediate intervention, ensuring timely resolution while maintaining service, quality, compliance, and patient safety standards. It works across pharmacy operations including intake, benefits verification, clinical review support, dispensing, fulfillment, customer service, and account management. The Specialist owns escalated issues from identification through resolution, ensuring transparency, accountability, documentation, communication, and root-cause investigation. The position provides advanced operational support to patients, caregivers, providers, manufacturers, health plans, and client representatives. It requires operational expertise, critical thinking, de-escalation skills, and coordination across departments and leadership teams. The work is performed in a typical office environment, with prolonged computer use and occasional high stress when dealing with customers or clients. Some travel may be required.

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.
Experience handling escalated customer, patient, provider, or client issues.
Demonstrated experience working across multiple pharmacy operational functions.
Advanced pharmacy operations knowledge and strong understanding of prescription processing workflows.
Strong problem-solving and critical-thinking skills.
Excellent verbal and written communication abilities.
Strong conflict-resolution and de-escalation skills.
Ability to manage multiple urgent priorities simultaneously and work 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.
Ability to sit for prolonged periods and use standard computer and phone equipment, with sufficient hand-eye coordination and manual dexterity.
Some travel may be required.

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 needed.
Manage escalations across 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 for timely follow-up and closure.
Facilitate communication between internal teams and external stakeholders.
Serve as a high-level resource for patients, caregivers, providers, manufacturers, health plans, and client representatives.
Resolve complex service issues requiring advanced operational knowledge.
Provide stakeholders with status updates and expectations throughout resolution.
Support high-visibility client and account-management concerns requiring rapid intervention.
Document escalations, maintain accountability and transparency, and investigate root causes.