Pharmacy Technician - Contact Center

Overview

PharmScript is one of the nation’s leading pharmacies, partnering with long-term and post- acute care facilities to supply medications to thousands of residents and patients. When you join the PharmScript family, you join the ranks of more than 2,000 dedicated people across the country who help to get safe, accurate, and timely medication to those who need it most.

We’re looking for a Pharmacy Technician – Contact Center to join our Customer Service team. The ideal candidate will facilitate ongoing communications between PharmScript’s Client Service Representatives (CSR’s), the facilities that they support and the departments that play an active role in the distribution and billing of medication. A Pharmacy Technician – Contact Center will act as a liaison; providing Customer Service with a Tier-2 support system for escalations or issues, which require a team of specialists to advocate on behalf of the facility, ensuring the appropriateness of how the accounts are handled and issues get resolved.

The ideal candidate is a people person who enjoys troubleshooting and resolving problems and is dedicated to helping customers. For you, no task feels too small and no challenge impossible. Excellent communication and interpersonal skills are essential.

Responsibilities

• Support ongoing and consistent communication with clients using various forms of interactive media: telephony devices, email, (Mediprocity & SMS) text messaging, social media, website pop up chat features and Streamliner applications.
• Manage facility issues and special requests and provide Tier-2 support for escalations from customer service Contact Center Representatives.
• Be proficient in all areas of Customer Service / Narcotics workflow including, but not limited to Billing practices and Data Entry coding. 
• Place focus calls attend focus group meetings and provide status updates for “hot homes”.
• Communicate effectively with medical professionals assisting them with efficiently navigating through any unintended obstacles in our business process, which might impact the timely distribution of medication.
• Assist with maintaining a high level of facility satisfaction, keeping Client Services and leadership apprised of account status changes, along with updating information, relevant to the health of our “hot home” accounts.
• Additional support may include but is not limited to assisting with special projects, communicate internally to get issues resolved, and perform outreach to facilities to update them accordingly.
• Other duties as assigned.

Qualifications

• High School Diploma or equivalent required
• Associates Degree preferred
• Nationally Certified Pharmacy Technician License preferred
• 2-4 years of Pharmaceutical related customer service experience preferred

Knowledge, Skills, and Abilities:

• Strong analytical problem solving and strategic thinking skills
• Excellent interpersonal skills
• Communication and organizational skills a must
• Great attention to detail
• Must be able to communicate effectively both in verbal and written form
• Must be able to remain seated and answer large call volumes for prolonged intervals
• Proficiency with Microsoft Office suite basic office software (Word, Excel, PowerPoint)
• Ability to juggle and prioritize many responsibilities and tasks at once

EEO Statement:

PharmScript is fully committed to employing a diverse workforce. We recruit and retain talented individuals without regard to gender, race, age, marital status, disability, veteran status, sexual orientation and gender identity or any other status protected by federal, state or local law.

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