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JOB DESCRIPTION: Pharmacy Technician

JOB INFORMATION

The Pharmacy Technician is responsible for being the first line of contact for our customers. They promote a positive environment and are responsible for assisting various aspects within a Call Center. This includes, acting as a liaison between clinical staff, external parties, and the sales department. The Pharmacy Technician is also responsible for providing a concierge service at the highest level possible.

JOB SUMMARY

The Pharmacy Technician ensures effective inbound/outbound communications in a timely manner. Duties include managing inbound/outbound calls, documenting all lines of communication, and assisting with issues in a timely manner. The Pharmacy Technician will communicate with patients, payors, healthcare providers, clients, and other OptiMed stakeholders. They will also coordinate communication between the Pharmacy Technician Lead and senior supervisor to provide updates and feedback on processes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The duties and responsibilities of the Pharmacy Technician include, but not limited to:

a. Utilize verbal communication strategies to effectively address caller requests.

b. Professionally handle a high volume of complex inbound/outbound calls.

c. Discuss products, services, and ensure a textbook customer experience.

d. Effectively handle complaints while consistently demonstrating behaviors that are respectful and productive to an excellent experience.

e. Build relationships and trust with clients, patients, and other stakeholders.

f. Address customer issues and ensure effective and long-term solutions.

g. Must be able to maintain strict confidentiality of sensitive information in accordance to HIPAA.

h. Work with various departments to support the mission, vision, and values of OptiMed Health Partners.

i. Receive feedback, promote a positive work environment, and leverage strengths to teach the team.

j. Able to adapt and overcome challenges with the team while maintaining the highest quality standards.

SUPERVISORY RESPONSIBILITIES

The Pharmacy Technician directly reports to the senior supervisor. They will have a Pharmacy Technician Lead to support them directly with questions, training, new initiatives etc.

QUALIFICATIONS

The Pharmacy Technician lead shall meet these requirements.

a. High school diploma or GED required.

b. Associate’s or bachelor’s degree preferred.

c. Two (2) years of previous experience in Customer Service role required,

d. Proficient in operating a CRM, EMR, or Call Center Solution.

e. Must have excellent communications skills in both written and verbal forms.

f. Must be able to work effectively with various levels within the organization, including staff, leadership, patients, pharmacist, sales, and other clients or stakeholders.

PREFERRED SKILLS

The Pharmacy Technician will share these preferred skills:

a. Is effective in a variety of communication styles, that can provide timely and accurate information.

b. Is persistent in accomplishing objectives despite obstacles and setbacks.

c. Understands different situations can call for different approaches, while reacting accordingly.

d. Can prioritizes work to meet commitments and organizational initiatives.

e. Applies others’ diverse experiences, styles, background, and perspectives to obtain results.

f. Can juggles multiple activities and utilizes their knowledge of internal support and processes.

g. Can demonstrate a variety of multi-mode communication skills, listens, relates and comfortably collaborates effectively with various stakeholders.

h. Maintains a positive attitude despite adversity. Follows through on commitments and is direct and truthful. Shows a commitment to continuous improvement and excellence.

i. Proficiency with Microsoft Office products, including Word, Excel, Outlook, and other platforms.

PHYSICAL DEMANDS

The Pharmacy Technician must be able to spend a considerable time viewing a computer monitor and sit for prolonged periods of time. Additional tasks may include, lifting, bending, standing, or walking for short periods of time.

WORK ENVIRONMENT

The Pharmacy Technician thrives in a fast-paced work environment which may vary from an office/desk type confinement to being required to spend most of the day on their feet, assisting in other departments.

Job Type: Full-time

Pay: $18.50 - $20.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Free parking
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid time off
• Referral program
• Vision insurance

Physical setting:

• Call center
• Office

Schedule:

• Day shift
• Monday to Friday

Ability to Relocate:

• Kalamazoo, MI 49009: Relocate before starting work (Required)

Work Location: In person