Position Summary:
The Patient Care Technician serves as a technical expert to call center teams to assist with efficient resolution of member and client related issues. They provide direction and guidance to less experienced team members. Act as a liaison between pharmacists, pharmacy, account management, customer service and the patient to research and resolve problems that arise. Recognize and recommend improvements to processes and procedures. Uses full knowledge of the job to perform activities that support pharmacy management operations under general supervision in the administration of pharmacy benefit for lines of business. Typically a certified pharmacy technician.
Key Responsibilities:
- Quality assurance, prescriber and patient outreach and adverse event reporting.
- Serve as SME and assist with questions/issues for team members in coordination with supervisor.
- Research current and past prescription orders
- Translate prescriptions filled out by the prescriber and enter information in the patient’s profile in accordance with state regulations.
- Maneuver through several different systems
- Participate in Lean and continuous improvement efforts internal and external to the department.
- May perform training assistance with training of co-workers.
- Process overrides and work exceptions on prescription orders
Required Education & Experience:
- Basic math skills and general PC knowledge including Microsoft Office, Internet, and email required. Strong verbal and written communication skills desired.
- Flexible and adaptable.
- Ability to handle high stress situations.
- Valid Pharmacy Technician (Training) license in Arizona or Missouri – certification/registration as required by state laws.- Must be willing to obtain full licensing & certification within 2 years
- High School diploma or GED required; Bachelor’s degree preferred.
- 2 – 3 years relevant experience.
- Strong attention to detail, accuracy, and quality.
- Strong time management skills.
- Must have experience as Patient Care Advocate.
- Problem solving skills.
- Ability to learn complex specialty therapies and processes.
- Ability to learn internal systems, processes and programs as needed.