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.
WORKING CONDITIONS/PHYSICAL DEMANDS:
Work is typically performed in a call center/office environment.
This position requires prolonged sitting.
This position requires use of a headset.
The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
ABOUT GEISINGER: Geisinger is a physician-led health system comprised of approximately 30,000 employees, including nearly 1,600 employed physicians, 13 hospital campuses, two research centers, and a 583,000-member health plan Geisinger is nationally recognized for innovative practices and quality care. Geisinger serves more than 3 million people in central, south-central and northeast Pennsylvania and also in southern New Jersey with the addition of National Malcolm Baldridge Award recipient AtlantiCare, A member of Geisinger. In 2017, the Geisinger Commonwealth School of Medicine became the newest member of the Geisinger Family.
We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.* Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. For more information, visit www.geisinger.org, or connect with us on Facebook, Instagram, LinkedIn and Twitter.
** Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
*Domestic partner benefits not applicable at Geisinger Holy Spirit.
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.