This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Pharmacy Refill Technician will provide integrated support to pharmacy staff and Shields Health Solutions Liaisons by providing a 'hands-on' approach to ensuring accurate and timely filling and delivery of specialty medications. This role will work closely with health system pharmacy staff and Shields liaisons by emphasizing accurate workflows and leveraging technology to support optimal patient care and efficient operations. Individual will be responsible for placing outbound calls to patients and assisting them through the entire refill process as well as receiving inbound pharmacy phone calls. Job Duties: - Always show kindness and compassion while providing knowledgeable and courteous assistance to patients, providers, and pharmacy team members. - Make assigned outbound patient refill phone calls and complete the patient refill requests in a timely manner. - Answer, resolve, and triage inbound inquiries appropriately. - Clarify prescription orders with pharmacist and/or clinician as appropriate. - Proactively coordinate medication refills including data entry and ensuring correct days supply is entered for all fills. - Following through with claim adjudication and troubleshooting and reject codes. - Partnering with pharmacy to ensure proper in-stock of medications. - Identify medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medication. - Identify supplies necessary for select medications such as sharps containers, needles/syringes, alcohol swabs, Band-Aids. - Properly discontinuing patients off service when appropriate. - Documenting work appropriately across all systems. - Manage, organize, and update relevant data using database applications. - Other duties that facilitate patient access to medications as assigned. - Apply observations and recommendations to operational issues, increased productivity, quality, and customer-service standards. - Identify trends, resolve problems, recommend improvements, implement change. - Actively participate in process improvement initiatives. - Act as a value-added business partner to stakeholders throughout the organization. - Protect organization's value by keeping information confidential. - Maintain updated knowledge by participating in educational opportunities; reading professional publications; maintaining networks; participating in professional organizations. Qualifications - Strong interpersonal communication skills. - Strong phone skills. - Highly proficient in Microsoft Office, particularly Excel and Word. - Able to quickly learn other programs and extract relevant information. - Strong organizational skills. Requirements - Required Licensure/Certification: State registered as a pharmacy technician. Nationally certified as a CPhT or equivalent is strongly preferred but not required. - Years of Experience: Required: 1+ years, Preferred: 5-8 years of experience as a Pharmacy Technician. Experience working with physicians, nurses, and other healthcare professionals (preferably in a medical clinic) is a plus. - Education: High school diploma or GED required. Traits - Organized. - High-integrity. - Attention to detail. - Dependable. - Quality focus. - Empathetic. - Good listener/communicator. Other - Energetic, highly motivated, team player with strong personal and communication skills. - Discretion and confidentiality essential as position deals with highly sensitive and private data.

• Handle inbound and outbound customer calls professionally • Respond to customer inquiries and provide accurate information • Resolve customer issues and complaints in a timely manner • Maintain records of customer interactions and updates • Follow call center procedures and service standards • Escalate complex issues to the appropriate team when required • Work collaboratively with team members and supervisors

• Manage call campaigns • Monitor call quality • Collaborate closely with Admissions Management • Enhance advisor performance and training • Develop and deliver call center user trainings • Review recorded calls and transcripts for compliance • Provide actionable insights to Admissions Management

• Assist customers with various requests related to their product or service; • Support may be provided through multiple channels: Voice, Chat, Email, Social Media, or Multichannel.