Pharmacy Technician Senior Representative

Position Title: Pharmacy Technician Senior Representative

Work Location: Remote role; candidates can reside in IL, TX, TN, NM, OK, or MT and must live within 250 miles of our organization's office

Assignment Duration: 2+ Months

Work Schedule: 8:00am - 5:00pm CST Monday thru Friday. No weekends, holidays

Work Arrangement: Remote

Position Summary: The Pharmacy Technician in the Stars Pharmacy Call Center will work within the Part D Medication Adherence area of the Stars department

Background & Context:

The Star rating system was developed by the Centers for Medicare & Medicaid Services (CMS) to measure the quality of care delivered by a health plan

• Performs telephonic outreach to Medicare members, pharmacies, and providers for the purpose of addressing prescription medication adherence
• Responsible for assisting members with obtaining prescribed medications, determine barriers to medication adherence, and working to overcome those barriers by working with the clinical pharmacy team, physicians, and resources within the Medicare Health Plan
• Telephonic outreach to members, pharmacies, and providers
• Will work in a call queue where productivity and quality are monitored
• Meet service level goals (i.e., call quality, daily/weekly call performance expectations, etc.)
• Maintain member privacy by strictly adhering to HIPAA regulations
• Answer complex telephonic questions from members while ensuring a high level of customer service and maximizing productivity with minimum downtime
• Handles member correspondence, complaints, and inquiries
• Will keep track of issues and timelines, research and resolve complex issues, and compile required documentation for daily activities
• Must maintain a professional, member-centric demeanor at all times

• Pharmacy Technician license, current
• Minimum of one year of experience in a retail pharmacy, Pharmacy Benefit Management (PBM) or Health Plan setting required
• Experience in, and a passion for, delivering excellent customer service
• Strong computer skills (will be simultaneously talking on the phone, toggling between multiple open Internet windows, software programs, Word and Excel)
• Self-motivator with strong organizational skills, attention to detail, and exceptional time management skills
• Superb active listening skills, ability to work in a dynamic, fast-paced team environment
• Effective written and oral communication skills
• Experience working in a call center (preferred)
• 2+ years of experience in a retail pharmacy, Pharmacy Benefit Management (PBM) or Health Plan setting (preferred)
• Certified Pharmacy Technician (CPhT), national certification from PTCB or NHA (preferred)