Pharmacy Call Center Technician

Cencora has managed and staffed the Reading Hospital Ambulatory Pharmacy inside of the 700 bed Reading Hospital since 2017 and has expanded services and locations over the years. The sixth pharmacy location is slated to open in December 2024 and a new call center is being established to support the overall program. Bilingual-Spanish strongly preferred but not required.

Location:

Onsite, West Reading, PA 19611 supporting Tower Health retail pharmacy operations in an office-based setting.

Hours:

Monday to Friday 7a-5p

Responsibilities:

• Answers inbound calls and makes outbound calls to provide support for customers inquiries and electronic communications within pharmacy operations.

• Manages and resolves customer complaints; escalating to manager as necessary.

• Interacts regularly with external contacts such as patients, prescribers, and other staff to solve problems or answer questions.

• Documents customer interactions according to standard operating procedures in support of efforts to providing a consistent, high-quality customer experience.

• Manages and completes project assignments to achieve desired results within the defined timeline.

• Responsible for creating and updating patient profiles in the pharmacy information system.

• Enters necessary prescription plan information in the patient profile for processing and adjudicating patient's prescriptions.

• Responsible for entering all prescription information into the pharmacy information system and adjudicating claims.

• Addresses insurance, reimbursement, and payment issues as appropriate by communicating with insurance providers, patients, and pharmacists.

• Assists with the review and handling of all adjudicated prescription claims to ensure appropriateness of reimbursement, co-pay and related financials and, if needed, as directed, follows up all such claims deemed inappropriate.

• Assists Pharmacist by providing required information for therapeutic consults with patients.

• Intervenes with Pharmacy Benefit Manager Companies to resolve plan and patient specific adjudication issues.

• Responsible for utilizing various technology platforms to meet customer and business needs.

• Participates in achieving business goals and metrics for the organization.

• Performs related duties as assigned

Education:

Normally requires a minimum of two (2) years directly related and progressively responsible ambulatory or retail pharmacy experience; bachelor's degree program preferred. Pharmacy technician certification with a national technical certification organization, such as Pharmacy Technician Certification Board (PTCB) or other comparable national certification required. State pharmacy certification is acceptable if core competencies are equal to or better than national certification requirements.

Skills:

• Ability to communicate effectively both orally and in writing

• Ability to work quickly and accurately under time and volume constraints

• Strong interpersonal skills

• Ability to resolve patient issues quickly and creatively in order to improve customer satisfaction

• Familiarity with pharmaceutical products, services and drug interactions

• Strong organizational skills; attention to detail

• Good analytical skills

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned