Call Center Pharmacy Technician I

This is a fully remote position, open to applicants in Texas.

📋 Description

• Serve as a bridge between patients, healthcare providers, and pharmacists.

• Deliver outstanding customer service with excellent phone manners and empathy.

• Handle incoming calls for medication refill requests and check on refill statuses.

• Process medication renewal requests while adhering to relevant guidelines.

• Reach out to patients to assist or remind them to secure refills from retail, independent, or mail-order pharmacies.

• Make outbound calls to pharmacies on behalf of patients.

• Manage 40–50 incoming calls daily and/or 60–80 outgoing calls.

• Collaborate with center care teams to address obstacles preventing patients from obtaining refills.

• Utilize the electronic medical record system to send requests and updates to field care teams.

• Accurately document information in relevant electronic platforms.

• Record and log patient requests before concluding calls.

• Monitor the CareReq queue and fulfill open requisitions.

• Arrange transportation for center appointments.

• Schedule off-schedule or requested patient appointments.

• Use the triage nurse line and facilitate warm transfers for urgent healthcare issues as necessary.

• Process prescription requests in accordance with current standards and policies.

• Maintain a confidential, distraction-free home office that safeguards patient information.

• Achieve or surpass departmental performance metrics and remain updated on metric changes.

• Keep licenses and certifications current and complete ongoing education.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• At least 1 year of retail pharmacy experience is mandatory.

• Valid Pharmacy Technician License in the state of residence is required.

• Certification as a Pharmacy Technician (CPhT) is necessary.

• High school diploma or equivalent is essential.

• Bilingual in Spanish is preferred; proficiency in medical Spanish is advantageous.

• Strong familiarity with MS Office and Google Suite is preferred.

• Capability to perform daily tasks with minimal oversight.

• Proven track record of providing high-quality customer service.

• Ability to offer confident and professional service to Oak Street Health patients and internal stakeholders.

• Authorization to work in the U.S. is required.

• Proficient computer skills and general computer literacy are necessary.

• Basic skills in Google Suite and the ability to navigate systems are needed.

• Previous remote work experience is a plus.

• Capability to secure high-speed internet and connect hardwire equipment to a router/modem.

• A private and distraction-free remote workspace is required.

• Dependable care for dependents during work hours is necessary.

• Willingness to engage in remote training sessions conducted in a classroom format.

• Understanding of the professionalism, conscientiousness, and reliability needed in a remote work setting.

• Commitment to maintaining licensure and certifications.

• Ability to fulfill all Continuing Education requirements.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being, depending on eligibility.

• Opportunities for career development and advancement from Pharmacy Technician I to Pharmacy Technician II.

• Remote work arrangement.

• Remote training sessions conducted in a classroom format.