JOB TITLE: Pharmacy Technician I- Refill Call Center
LOCATION: Wilkes Barre Public Square
DEPARTMENT: Enterprise Pharmacy
WORK SCHEDULE: Days/Evenings
WORK TYPE: Full Time
Eligible for sign-on bonus.
The Refill Call Center will handle incoming calls made to clinic call centers regarding medications through an Interactive Voice Response(IVR) system. The pharmacy
technician will gather pertinent information from the caller, review the electronic medical record and use scripting to determine a response to meet the needs of the
caller. The pharmacy technician will follow through with response by gathering pertinent information for prescription approval process, address medication prior
authorizations, constructing messaging to physician office staff detailing relevant patient care information. The pharmacy technician will also perform a medication
review at the time of the call. All clinical medication questions will be forwarded to the pharmacist.
SPECIFIC POSITION DUTIES:
*1. Improves patient access, customer service, perception, and satisfaction.
*2. Maintain strict patient confidentiality.
*3. Knowledge of Epic for validation of caller, chart review, refill encounter, telephone encounter, prior authorization request, medication reconciliation.
*4. Follow up on issues that require further research or resolutions.
*5. Responsible to maintain and/or exceed individual and group call center metrics.
*6. When assigned, participate in project teams or assist with creating new standards for continuous process improvement.
COMPETENCIES AND SKILLS:
Demonstrates exceptional communication skills, active listening and customer care.
Demonstrates basic computer knowledge and telephone skills.
Demonstrates ability to multi-task and adapt to changes quickly.
Demonstrates ability to problem solve.
Demonstrates a working knowledge of medical terminology and pharmaceutical and/or chemical names.
Demonstrates superior knowledge, skill, vision and commitment.
Demonstrates ability to work both independently and in a team environment.
Demonstrates typing skills to ensure quick and accurate entry of request details.
Demonstrates self-motivation with the ability to work in a fast moving environment.
EDUCATION AND/OR EXPERIENCE:
High School diploma or equivalent is required.
Must have passed the pharmacy technician certification board’s national certification exam or take and pass the exam within one year of employment. If necessary,
consideration provided for up to two additional attempts due to a previous failure. If additional attempts to pass are necessary, registration and additional attempt
to pass must happen within 6 months of the previous attempt. Failure to obtain certification after three attempts would result in a termination
Must accrue enough continuing education credits to maintain the certification.
Minimum of 1-year experience in a pharmacy setting is strongly preferred.
Previous experience in a call center is strongly preferred.
Qualifications meeting the Pharmacy Technician II and III levels will be considered at appropriate compensation.
Internal Number: 66601
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh Food
Farmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencing
programs, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.
Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers.
What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.