Customer Service Pharmacy Technician - CAREFIRST SPECIALTY PHARMACY LLC

CareFirst Specialty Pharmacy is looking for an experienced Pharmacy Customer Service Pharmacy Technician. Qualified applicants should have retail or call center experience in  pharmacy or related fields. Strong communication, computer and organizational skills are a must.

PHARMACY CUSTOMER SERVICE PHARMACY TECHNICIAN 

Job Description

Job Classification: Technician 1

Reports To: Call Center Pharmacist, Pharmacy Manager, Pharmacist-In-Charge (PIC) 

ESSENTIAL DUTIES AND RESPONSIBILITIES

All Pharmacy Technician functions shall be performed under the direct and immediate supervision of a licensed pharmacist. The following duties and responsibilities shall be performed in compliance with all current pharmacy Standard Operating Procedures (SOPs), rules and regulations:

 Customer Service Pharmacy Technician Duties

• Answer and triage inbound/outbound calls
  • Properly identify customers needs and assist to make the ordering process as easy as possible for the customer.
  • Assist customers with questions regarding products and services
  • Assist with customers order inquiries
  • Advise customers on best shipping options
  • Collect and add all necessary information to create a customer account and order
  • Create fax request to prescribers
  • Make outbound calls to customers for refill reminders or requesting additional information needed.
• Process Faxes
  • Identify the fax banner
  • Route to appropriate queue
  • Saving and attaching fax to correlating customer’s profile
• Process ERX
  • Attaching ERX prescriptions to correlating customer’s profile
  • Route to appropriate queue
• Data Entry
  • Correctly inputs all required data up to and including
    • Drug Name
    • If prescriptions complies with regulatory requirements to compound
    • Working with multiple systems to make logs for prescriptions
    • Directions
    • Quanyity
    • Refills
  • Validate and add prescribers
    • Understand the different prescribing authorities per each states regulation
    • Identify prescribers license and expiration dates
  • Bill and process payment correctly.
  • Proficient with Pk Compounding Software, Prime RX
  • Other duties as assigned

The Customer Service Pharmacy Technician SHALL NOT Perform duties reserved for the pharmacist , such as:

• Taking new verbal prescriptions
• Counseling patients
• Any other functions requiring discretionary judgment reserved by a pharmacist

Certificates, Licenses, Registrations –

• New Jersey state pharmacy technician license, PTCB/NHA or in-house NJBOP approved CareFirst Specialty Pharmacy technician training program within 90 days of hire, including all required Continuing Education (CE)

TRAINING AND COMPETENCY ASSESSMENT

Training and Competency assessments shall be performed and documented in accordance with current pharmacy SOPs.  This will include but is not limited to completion of hands-on training, reviewing of training material in the form of videos, slides, reading, and understanding, or SOPs. 

 SUPERVISORY RESPONSIBILITIES

Customer Service Pharmacy Technician - Has no supervisory responsibilities

Lead Customer Service  Pharmacy Technician – Will be assigned responsibilities to supervise and train Customer Service Pharmacy Technicians. 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience – High school diploma or equivalent as required by New Jersey Board of Pharmacy. Is PTCB or NHA certified or will complete this National Pharmacy Certification within 90 days of hire or CareFirst state board of pharmacy approved technician training program. Experience working in a call center is a plus but not required.

Language Skills – Ability to read, write and interpret documents and prescriptions. Ability to communicate effectively to coworkers.

Mathematical Skills – Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. A strong understanding of basic Algebraic principles is preferred.  Must be able to do calculations for making logs and giving customer prices. 

Reasoning Ability – Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to assess customers needs and offer the best option for the patients.

Computer Skills – To perform this job successfully, an individual should have knowledge of pharmacy software. Able to use google functions, download, save and attach files to the pharmacy software.  

Physical Demands – The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to physically locate packages in the pharmacy.

Work Environment – The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

COMPETENCIES

Analytical – Uses intuition and experience to complement data

Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills – Strives to continuously build knowledge and skills; Shares expertise with others. Is accurate when weighing and measuring chemicals. Proficient at compounding a wide range of medications and various dosing forms.

 Teamwork – Manages various employee situations; Responds promptly to team needs; Solicits management feedback to improve service; Responds to requests for service and assistance. Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit.

Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.

Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.

Written Communication – Writes clearly, informatively, and concisely; Able to read and interpret written information.

Business Acumen – Conserves organizational resources

Diversity – Demonstrates knowledge of EEOC policy; Shows respect and sensitivity for cultural differences; Supports affirmative action and respects diversity.

Ethics – Treats people with respect; Works with integrity and ethically; Upholds organizational values.

Organizational Support – Follows policies and procedures; Supports affirmative action and respects diversity.

Planning/Organizing – Uses time efficiently

Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration, regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Monitors own work to ensure quality.

Safety and Security – Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

Adaptability – Able to deal with frequent change, delays, or unexpected events

Attendance/Punctuality – Is consistently at work and on time

Dependability – Follows instructions, responds to management direction

Initiative – Asks for and offers help when needed