Job Description

Description

Responsibilities

The Consultative Pharmacy Technician 3 addresses questions related to specific assigned area and assists with medication research. Triages calls that require consultation with a pharmacist. Makes outbound calls to patients to offer medication therapy management programs and schedules medication review sessions with consultative pharmacists. Decisions are typically focus on methods, tactics and processes for completing administrative tasks/projects. Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge.

This position is for Enclara Pharmacia, a Humana company. Enclara, is a wholly owned hospice and palliative care pharmacy business aquired by Humana in 2021. Enclara is the nations largest full-service pharmacy benefits manager (PBM) specifically for the hospice and palliative care sectors. Serving over 450 customers and nearly 100,000 patients nationally, Enclara works closely with hospices to reduce pharmacy costs, improve patient care and support caregivers through: digital innovations, flexible medication access, one-on-one clinical support, and excellent customer service.

Schedule: Monday through Friday 1:30PM to 10:00PM CST, with rotating weekends.

Summary:

The Technician Specialist is responsible, under the supervision of a licensed Pharmacist, as permitted by the State Boards of Pharmacy, to assist our hospice partners with the needs of their patients including, but not limited to; entering and processing prescriptions for profile and/or dispense.

Essential Duties and Responsibilities:

* Respond professionally to a high volume of inbound calls in a timely and efficient manner, following standard operating procedures.
* Assist customers to input patient data and prescription information into pharmacy information management system via verbal request from licensed prescribers and/or the agent of the physician.
* Accurately establish and maintain patient medication profiles for review by a Pharmacist
* Consistently produce quality of work that is above the industry average and meet service level expectations.
* Provide superior customer service to our hospice partners by treating our callers with respect and dignity.
* Proficient in current technology system(s) to perform the following tasks including but not limited to: entering and updating patient demographics, changing status of active and non-active patients, processing refills and discontinues, and documenting as needed.
* Identify and solve problems related to customer service issues and communicate to appropriate personnel in a timely manner per standard operating procedures
* Practice active listening when speaking to customers to ensure the needs of the customer are met prior to completing the call
* Effectively de-escalate calls received by customers reporting service related complaints
* Escalate to Patient Care Operations leadership any issues, concerns or observations that may impact the customer relationship
* Other duties as assigned

Qualifications

* Excellent verbal and written communication skills: Positive and engaging demeanor; must be able to convey a pleasant and welcoming tone over the phone
* Attention to detail is key to ensure accuracy of information relayed and processed
* Self-motivated and able to exercise independent judgement
* Organized: Ability to manage multiple priorities
* Dependable and possess unquestionable personal and professional ethics, in concert with the Core Values of Enclara Pharmacia
* Adaptable to learning new systems and continual changes in practice environment
* Team player with a customer-oriented approach and desire to assist people
* Problem-solving skills and ability to follow through on tasks assigned; Sense of urgency in completing tasks and meeting customer expectations

Education and/or Experience:

* High school diploma or equivalent required
* Minimum of two years of recent pharmacy technician experience required
* Customer Service experience preferred
* Call Center experience a plus

Computer Skills:

* General Windows-based computer skills
* Strong typing skills with a minimum of 20 wpm
* General working knowledge of Microsoft applications, including outlook

Certificates, Licenses, Registrations:

* Certification Required (PTCB, CPhT)
* TN Pharmacy Technician License Required

Scheduled Weekly Hours

40