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:
- Serve as SME and assist with questions/issues for team members in coordination with supervisor.
- Research current and past prescription orders
- Participate in Lean and continuous improvement efforts internal and external to the department.
- Quality assurance, prescriber and patient outreach and adverse event reporting.
- Translate prescriptions filled out by the prescriber and enter information in the patient’s profile in accordance with state regulations.
- Process overrides and work exceptions on prescription orders
- Maneuver through several different systems
- May perform training assistance with training of co-workers.
Required Education & Experience:
- Ability to learn internal systems, processes and programs as needed.
- Strong attention to detail, accuracy, and quality.
- Ability to handle high stress situations.
- Basic math skills and general PC knowledge including Microsoft Office, Internet, and email required. Strong verbal and written communication skills desired.
- High School diploma or GED required; Bachelor’s degree preferred.
- Ability to learn complex specialty therapies and processes.
- 2 – 3 years relevant experience.
- Must have experience as Patient Care Advocate.
- Strong time management skills.
- Problem solving skills.
- Flexible and adaptable.
- 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