About Wilmington Health

Since 1971, Wilmington Health has been committed to the care and health of our community in Wilmington as well as all of Southeastern North Carolina. Wilmington Health is structured as a multi-specialty medical practice with primary care providers integrated into the system. In this way, Wilmington Health is able to provide a comprehensive and coordinated approach to the care of all our patients. Wilmington Health is committed to using collaborative, evidence-based medicine in providing the highest quality of care to the patients we serve.

Purpose:

To complete medication refill requests for all patients of Wilmington health, and educate patients, clinical staff, and providers on prescription options, acting as a point of contact for resource questions pertaining to prescription fulfillment and prior authorizations. To actively engage in value-based initiatives to improve quality, reduce the cost of care, and improve patient satisfaction and health outcomes related to medications and prescriptions.

Essential Duties/Responsibilities:

• Accurately process refill requests or prescription clarification requests within 48 business hours of receiving.
• Calculate appropriate quantity of medication prior to sending to designated pharmacy.
• Accurately send medication refill requests and ensure criteria is met if no protocol for provider/department is available and recommend changes or additional protocols as appropriate.
• Manage ERX by accurately completing tasks from the assigned inbox to complete in medication modules.
• Accept and process all prescription requests via portal/phone/voicemail/FAX during working hours with high level of customer service.
• Reconcile and process all unmatched requests pending in the “Unmatched refills” inbox within 48 hours.
• Assist in completing Prior Authorizations and educating WH staff in Prior Authorization process and other initiatives to increase patients’ ability to obtain needed medications.
• Demonstrate how to add a new pharmacy to patient charts and ensure updated and accurate information and documentation for all patients.
• Report discrepancies in medication requests for the prescribing provider to review.
• Well versed, up to date, and compliant with local and federal laws pertaining to requirements of controlled substance medications.
• Consistently provide excellent customer service internally and externally. Identify and initiate opportunities to improve patient satisfaction scores and outcomes.

Other Duties:

QUALIFICATIONS

Required:

• Certified Pharmacy Technician
• Customer service experience
• Experience working in the pharmacy setting

Preferred:

Versed in NextGen and Prior Authorization software (ex. CoverMyMeds)

ADA Physical Demands:

Rarely (Less than .5 hrs/day) Occasionally (0.6 – 2.5 hrs/day) Frequently (2.6 – 5.5 hrs/day) Continuously (5.6 – 8.0 hrs/day)

Prior Authorization Pharmacy Technician Competencies

General

• Customer Service
• Professionalism/Integrity/Responsibility
• Teamwork/Process Focus
• Dependability/Punctuality
• Interpersonal Relationships/Communication
• Judgment/Decision Making/Problem Solving
• Quality/Quantity
• Initiative
• Safety/Housekeeping
• Organizational Skills/Time Management