Customer Service Technician

The Customer Service Pharmacy Technician is the backbone of all good pharmacy operations. The Customer Service Technician is the key component to maintaining a good relationship with customers, and ensure they have the medications they need at all times.

Responsibilities

The Customer Service Technician will process, organize, and file all records, both electronic and paper. Customer Service Techs will answer phone calls and retrieve paperwork to answer questions and resolve issues with facilities and residents or their payees; they will print labels, pull delivery manifests, and communicate within and outside of the department for resolution to problems or errors.

• Comply with all applicable organizational policies and procedures
• Regular and reliable attendance
• Enter new patient and insurance information or changes into patient profiles; discharges patients; readmits patients using the Suite Rx software
• Process written, phoned or faxed new prescription orders, refills, medication replacements, PRN, bulk, and monthly special medication orders, and medication changes; makes adjustments in quantities
• Process Schedule II medications, Clozapine, and Risperdal, maintaining records appropriately
• Communicate directions or explanations effectively by phone or fax to doctors, caregivers, and clients regarding lab work, orders, discontinuance of or changes in service
• Issue pick-ups for medications for changes, destruction, repackaging, or credit; issues pick-ups or swap-outs of ATP strips and MOT cards
• Bill insurance companies or charges to separate accounts
• Answer phone calls, answer or redirects questions; make calls to facilities, doctors’ offices, insurance companies
• Locate items such as formularies or insurance information on the internet
• Print labels and MAR/MSRs; fill out required paperwork
• Fax doctors for refills, prior authorizations, medication changes and facilities for miscellaneous paperwork; sorts and files faxes
• Use proper forms appropriately and properly files paperwork, patient folders, prescriptions, phone orders
• Follow up on prior authorizations, Family Care, Medicare forms
• Use, organizes and keep up-to-date an email account as well as electronic documents, files, and folders on the S-drive
• Develop an understanding of the employees within this department, this department among the other departments, and the purpose, vision and goals of the pharmacy as provider for residents in their facilities
• Perform other duties as assigned

Qualifications

Customer Service Techs must be dependable, accurate, cooperative, efficient, and helpful with a professional manner. High School diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.