Pharmacy Technician at CAN Community Health

CAN Community Health, one of the nation's largest providers of HIV Services, has an exciting opportunity for an Pharmacy Technician for our pharmacy department located Plantation, FL.

We are looking for someone who is passionate about serving the needs of individuals impacted by HIV and other infectious diseases. You will become part of our professional team that drives home our Company's Mission and Values. We offer a good quality of life with an excellent daytime schedule, competitive pay with a bonus plan, premiere benefits package with a retirement plan with a generous company matching contribution. We have received recognition in 2023, 2022, 2021, 2019, & 2018 NPT's Best Non-Profit to Work for Award.

CAN is a Drug-Free Workplace. All potential hires will be required to take and clear a pre-employment drug screen upon job offer.

Hourly Rate: $20.00 or higher based on education level and experience.

You can find out more about us by visiting our website at www.cancommunityhealth.org. Apply Today!

Qualifications:

Has a High School Diploma or GED and completion of a board-approved pharmacy technician-training program with at least 2 years of experience in a medical insurance/billing/customer service environment. Holds a valid Florida Pharmacy Technician License and is in good standings with the Florida Board of Pharmacy and all other held licenses are in good standing. Advanced skill in Microsoft Office Suite with emphasis in Excel and Access preferred and data entry. Able to learn new software with ease. Must have strong commitment and focus to customer service, excellent verbal and written communication skills, teamwork orientation, organized and able to manage competing priorities, good judgment, resourcefulness in problem solving, and able to take and follow through with delegated tasks and accountability.

Additional Preferred Qualifications and Certifications: Telephonic Customer Service Rep, Medical or Durable Medical Equipment (DME)Biller, Experience with contacting medical insurance companies, verifying benefits/coverage and facilitating/managing the prior authorization process in a specialty or infusion pharmacy. Bilingual – Spanish and English.

Position Summary:

The Pharmacy Technician is responsible for responding to inbound and outbound calls to customers while ensuring a high level of customer service and maximizing productivity. Direct in-person and phone-based customer interaction to answer and resolve a wide variety of inquiries. Answer questions related to pharmacy services, delivery inquiries, complete refill calls and pharmacy assistance calls. Interacts with a company's customers to provide them with information to address inquiries regarding products and services and timeliness of receipt of goods and services. In addition, they deal with and help resolve any customer complaints. Receive and process new pharmacy referrals, verify insurance coverage, facilitate prior authorization requests, accurately transcribing prescriptions, generating reports that follow the cycle fill calendar to send and follow-up with refill requests via escribe, facsimile or by phone, coordinating delivery and serve as the first point of contact for service-related inquiries and associated needs. This includes supporting pharmacological services by editing fill list verification including insurance information, last fill date, billing, toting, aligning (short fill) patient's medications by following the cycle fill calendar, and updating patient information when necessary. Coordinates the initiation of care with patient/caregiver, referral source, and other providers of care. The Pharmacy Technician enters patient information into the patient record accurately and completely and maintains all patient records according to HIPAA privacy and security regulations. This is a non-exempt position that reports directly to the Pharmacy Manager. In the absence of the Pharmacy Manager, this position will report to the Director of Operations.

Knowledge, Skills, and Abilities

• Committed to providing customer service that makes both internal and external customers feel welcome, important, and appreciated. Has a pleasant, patient and friendly attitude.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Has ability and can handle complaints and unpleasant customers.
• Strong decision making and analytical abilities.
• Strong detail orientation and communication/listening skills. Ability to work well with customers, providers and co-workers. Possess a strong work ethic and team player mentality.
• Ability and willingness to move with purpose and a strong sense of urgency.
• Is reliable. Willingness to work a flexible schedule and occasional overtime when needed.
• Accuracy and attention to detail. Ability to work in a busy, fast paced pharmacy Ability to organize and prioritize a variety of tasks/projects, Ability to multi-task.
• Ability to work within strict time frames and resolute deadlines.
• Ability to quickly and completely document information. Accurate data entry skills. Have typing skills of at least 30 wpm.
• Strong interpersonal skills. Answer phones and respond to customer questions and requests for assistance. Customer service experience including conflict resolution skills and the ability to work with difficult customers.
• Ability to learn and use multiple computer software applications.
• Experience with contacting medical insurance companies, verifying benefits/coverage billing and facilitating/managing the prior authorization process.
• Knowledge of the principles and practices involved in the dispensing of prescriptions, stock control and record keeping related to the work. Accurately prepare medication order/prescription
• Understand, observe, and comply with State/Federal laws at practice site
• Collect pertinent patient information for use by the pharmacist from the chart or patient profile with efficiency and accuracy
• Communicate appropriately with the level of understanding of one's audience: Use different strategies for communicating with non-English speakers or patients who are impaired i.e. deaf, cognitively impaired, etc.
• Understands PA process. Familiar with other resources to assist patient with access to medication (i.e. co-pay cards, foundations, patience assistance programs, etc.)
• Experience in Microsoft Office (Word, Excel, Outlook, etc.)

Physical Demands:

The usual and customary methods of performing the job's functions require the following physical demands: some lifting, carrying, pushing, and/or pulling; some stooping, kneeling, crouching, and/or crawling; and significant fine finger dexterity. Pick and pinch small tablets with fingers, and seize, hold, grasp or turn objects with hands. Perceive the size, shape, temperature, or texture of objects by touching with fingertips. See objects at close vision and be able to identify and distinguish colors. Viewing computer monitor and using keyboard for long periods. Lift and push or pull up to 10 pounds. Lift and push or pull up to 10 pounds. Generally, the job requires 60% sitting, 20% walking, and 20% standing. Work is performed primarily in a production like setting. The noise level in the work environment is usually quiet. This job is performed in a generally clean and healthy environment.

Work Environment:

This job is performed in a generally clean and healthy environment. This job is performed in a generally clean and healthy environment. Work is performed primarily in a fast pace production like setting.

The noise level in the work environment is usually quiet.

DIRECT DUTIES AND RESPONSIBILITIES:

Data Entry/Cycle Fill/ Health Benefits

1. Sorts and prioritize delivery notifications and patient contacts pertaining to such. Maintain ongoing tracking and appropriate documentation on contact preferences and updates customer care notes/CRM as patient demographics and preferences change. *
2. Keep records of customer interactions. Puts detailed notes in patient profiles. Writes notes using standard format of: date – note – first, middle and last initials (Ex: 00/00/00 – Sig required with UPS delivery - ABC). Promote team awareness and ensures patient safety. *
3. Gathers patient information accurately and completely by utilizing appropriate templates in QS1. Assembles patient's electronic medical record accurately and completely. Verifies insurance eligibility prior to handing off enrollment to the pharmacy for order processing. *
4. Assemble information concerning patient's background and referral needs, per referral guidelines, and provides appropriate information to the pharmacists. Establish and maintain patient profiles, including data entry of patient demographics, medications, medical conditions, allergies and insurance information. *
5. Serve as retention specialist following up with patients that have not had medications filled with the past 30 days and documenting findings. *
6. Effectively manage large amounts of incoming calls. Ability to multi-task, prioritize, and manage time effectively. Customer orientation and ability to adapt/respond to different types of characters. Excellent communication and presentation skills. *
7. Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly. Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Builds sustainable relationships of trust through open and interactive communication. *
8. Completes monthly refill calls as assigned. Triages clinical issues to the pharmacists. *
9. Assist patients in problem solving potential issues related to their medication regimen, financial or other adherence barriers (e.g., prior authorizations or other prescription assistance services such as co-pay cards). *
10. Be the system navigator and point of contact for patients and families, with patients and families having direct access for asking questions and raising concerns. May assume advocate role on the patient's behalf with the insurance carrier to ensure approval of the necessary supplies/services for the patient in a timely fashion. Establish and maintain relationships with identified service providers.
11. Provide quality service and support in a variety of areas including, but not limited to: package tracking, delivery and return when applicable, print orders, and system troubleshooting. Accesses the company's internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports. *
12. Retrieves, tracks, locates and verifies the accuracy of orders from customers utilizing the organization's internal CRM/processing applications/ systems and customer orders. Initiates required action for response to customer service requests for order changes, package location and redirection, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments. Ensures and provides quality service to both internal and external customers.
13. Greet customers, answer the phone, take messages and set up meetings. Answers multi-line telephone system, takes accurate messages, and screens and directs telephone calls in a professional manner. *
14. Participate in pharmacy continuous quality improvement program, management committee and staff meetings. Recommends changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service. Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
15. Is knowledgeable of HIPAA requirements. Ensures confidentiality of information, documentation, and assigned records as required. Complies with all company policies and procedures.
16. Demonstrates use of proper customer service approaches and techniques to ensure customer needs, complaints, and issues are successfully resolved within company guidelines and standards.
17. Establish and maintain patient profiles, including data entry of patient demographics, medications, medical conditions, allergies and insurance information.
18. Receives written or e-scribe prescriptions or refill requests and verify that the information is complete and accurate. *
19. Contact the patient's doctor/nurse if necessary to clarify directions, strengths or allergies.
20. Assist with Triage documents in Docu-Track assigning document type and status and working these in processing folder of Docu-Track.
21. Knowledgeable of and proficient in the Cycle Fill List processes.
22. Cross-trained in all aspects of data entry and processing. Able to provide seamless coverage as needed.
23. Assists with refill and prior authorizations and follow-up in an effort to eliminate delay in patient receipt of medications. Communicates with prescribers and/or nurses to obtain refill authorizations and pre-authorizations. Ensures refill requests are sent out and strives to ensure return before Cycle fill Date. Keeps patients informed of refill needs and status of such. *
24. Assist with Triage documents in Docu-Track assigning document type and status and working these in processing folder of Docu-Track.
25. Receives written or e-scribe prescriptions or refill requests and verify that the information is complete and accurate.
26. Respond to voice mails and emails promptly.
27. Works collaboratively with other departments to include HBC, CCC, Dispensing, inventory-procurement, and shipping.

Labeling / Dispensing

1. Maintain proper storage and security conditions for drugs. They are assigned an inventory shelving section to keep organized, cleaned regularly and out dates kept up with. *

2. Verifies all drugs being dispenses with Rx Labels and NDC. If NDC on the label does not match with the bottle being dispensed contacts process for change. Follows process for documenting NDC verification took place. *

3. Cycle tote is received in dispensing bottle is brought to manual count area and each drug is matched with label when not using automation. Technician circles last 6 NDC numbers, quantity/days' supply are circles and initialed (first, middle and last) as verification of accuracy on the verification portion of the label and places in tote with dispended drugs for PV2 review. *

4. Thoroughly reads each patient notes to include Rx Profile. Ensures no medications or labels are missing. If a medication/label is missing or refill too soon contacts cycle fill or refill coordination team immediately for resolution. Reads notes to ensure appropriate and accurate delivery. Puts detailed notes in patient profiles. Writes notes using standard format. *

5. Accurately count correct medication, fills bottles/boxes with medications, and affix medication label.

When orders are complete, ensures correct delivery ticket is printed by verifying number of bottles/drugs in tote to delivery ticket. Does not print delivery tickets until tote is completed. Follows formal delivery ticket procedure. *

6. Fills new prescriptions and refills of medications manually and using various forms of packaging and automation accurately and efficiently. *

7. Double check all drugs, orders, boxes, and delivery tickets ensuring all work is complete and accurate before giving to the quality assurance checking pharmacist.

8. Ensures patients are called if there will be a delay in their order. *

9. Is knowledgeable of Hazardous drug handling, LASA, and identifying fake medication. *

Customer Service

1. Provide exceptional customer service to all patients and partnering facilities/practices and members of their clinic and support staff by ensuring they feel welcome, respected and valued by both words and actions.

2. Answering the telephone is a high priority. Answer telephones promptly and respond to questions and requests.

3. Assist customers by answering questions and referring them to the Pharmacist for medication related information/education as appropriate.

4. Respond to voice mails and emails immediately.

5. Knowledge of medical terminology, abbreviations and frequently prescribed medications.

6. Maintains a safe and clean pharmacy by complying with procedures, rules, and regulations. Straighten and dust shelves, vacuum and removes trash.

Company-Wide Expectations

1. Ensures compliance with Company and legal policies, procedures, and regulations.

2. Is knowledgeable of HIPAA requirements. Ensures confidentiality of patients, information, documentation, and assigned records as required.

3. Protects patients and employees by adhering to infection-control policies and protocols.

4. Able to work with multiple software applications.

5. Contributes to team effort assisting in attainment of company goals.

* Denotes Essential functions. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation and non-essential job functions are those that do not affect the essence of the job and could be reassigned to other employees if needed.

CAN Values:

1. Recognize and affirm the unique and intrinsic worth of each individual.
2. Treat all those we serve with compassion and kindness.
3. Act with absolute honesty, integrity, and fairness in the way I conduct my business and the way I live my life.
4. Trust my colleagues as valuable members of our healthcare team and pledge to treat one another with loyalty, respect, and dignity.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of an employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Responsible To: Pharmacy Manager

CAN Community Health is an equal opportunity employer that is committed to diversity and values the ways in which we are different. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

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