Specialty Pharmacy Technician Call Center - Hybrid

Beth Israel Lahey Health • Westwood, MA

6d • $28 - $38 • Hybrid

About The Position

The Specialty Pharmacy Technician Call Center role supports pharmacy services by accurately entering patient, insurance, and prescription information into the pharmacy system; answering incoming calls and helping callers with non-clinical inquiries; resolving claims and ensuring proper adjudication; and confirming patient benefits and required authorizations to support coverage for prescribed therapy. The position is hybrid and requires two on-site days per week, Monday through Friday.

The technician assists customers with pharmacy-related services, contacts patients to schedule medication deliveries and verify address information, maintains patient profiles, and enters new prescriptions. Clinical inquiries are escalated to a pharmacist, and grievances are escalated to a supervisor. The role also involves protecting patient health information in accordance with HIPAA and PHI guidelines and contacting insurance companies to investigate benefits and coverage eligibility.

Requirements

• High school diploma or GED.
• Massachusetts Registered Pharmacy Technician license.
• 1–3 years of related work experience.
• At least three months of previous data entry experience.
• Experience with computer systems, including web-based applications and some Microsoft Office applications, which may include Outlook, Word, Excel, PowerPoint, or Access.
• Ability to communicate clearly and effectively in written English.
• Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families, and external customers.
• Ability to work collaboratively in small teams and provide professional, respectful customer service.
• Ability to remain calm in stressful situations.

Nice To Haves

• PTCB certification.
• Specialty Pharmacy experience.
• Pharmacy data entry and PBM billing experience.

Responsibilities

• Answer inbound calls and assist customers with pharmacy-related services.
• Obtain and verify client information by answering calls and interviewing clients.
• Contact patients to schedule medication deliveries and verify address information.
• Maintain new and existing patient profiles and enter new prescriptions into patient profiles.
• Escalate clinical inquiries to a pharmacist and grievances to a supervisor.
• Preserve patient health information in accordance with HIPAA and PHI guidelines.
• Contact insurance companies to investigate benefits and coverage eligibility.
• Resolve claims and ensure proper adjudication.
• Confirm patient benefits and determine required authorizations to help patients obtain coverage for prescribed therapy.

What This Job Offers

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