Pharmacy Technician Senior Representative

Schedule Notes
Schedule is 8am to 5pm CST. If in a time zone other than CST, they're hours would align with CST. For example, if in EST, their work hours would be 9am to 6pm.
Duties

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Candidates can be sourced from across the US as long as they're able to support the CST schedule - this role will be completely remote.
Candidates need to be a licensed Pharmacy Technician
Candidates must have a hardwired internet connection to plug directly into equipment - WiFi will not suffice.

• If a candidate's working space does not have this requirement - please do not submit them for review.
• Candidates that are licensed and certified will be prioritized over candidates that do not have both

The Pharmacy Technician in the Stars Pharmacy Call Center will work within the Part D Medication Adherence area of the Client Medicare Stars department. The Star rating system was developed by the Centers for Medicare & Medicaid Services (CMS) to measure the quality of care delivered by a health plan. This call center role performs telephonic outreach to Client Medicare customers, pharmacies and providers for the purpose of addressing prescription medication adherence. You will be responsible for assisting customers to obtain prescribed medications, determine barriers to medication adherence and working to overcome those barriers by working with the clinical pharmacy team, physicians, and resources within the Medicare Health Plan.
Primary Responsibilities include but are not limited to:

• Telephonic outreach to members, pharmacies, and providers.
• Will work in a call queue where productivity and quality are monitored.
• Meet service level goals (i.e., call quality, daily/weekly call performance expectations, etc.).
• Maintain member privacy by strictly adhering to HIPAA regulations.
• Answer complex telephonic questions from customers while ensuring a high level of customer service and maximizing productivity with minimum downtime.
• Handles customer correspondence, complaints, and inquiries.
• Will keep track of issues and timelines, research and resolve complex issues, and compile required documentation for daily activities.
• Must maintain a professional, customer-centric demeanor at all times.

Skills

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• Pharmacy Technician license, current
• Minimum of one year of experience in a retail pharmacy, Pharmacy Benefit Management (PBM) or Health Plan setting required.
• Experience in, and a passion for, delivering excellent customer service.
• Strong computer skills are required (will be simultaneously talking on the phone, toggling between multiple open Internet windows, software programs, Word and Excel).
• Self-motivator with strong organizational skills, attention to detail, and exceptional time management skills.
• Superb active listening skills, ability to work in a dynamic, fast-paced team environment.
• Effective written and oral communication skills.

Education

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• Certified Pharmacy Technician (CPhT) preferred
• High School GED