Company: Oak Street Health
Title: Pharmacy Technician I
Location: Downers Grove or Charlotte Contact Center; Remote
Role Description:
The Pharmacy Technician I acts as a liaison between the patient, provider, and pharmacist. The Pharmacy Technician provides exceptional customer service and excellent phone etiquette while exercising empathy with Oak Street Health patients.
Core Responsibilities:
Field inbound calls for refill requests, investigate the status of refills, and fulfill medication renewal requests as indicated
Contacts patients and assists/reminds them in obtaining refills on their medications from their respective pharmacy, whether it be retail, independent or mail-order pharmacy.
Make outbound calls to pharmacies on behalf of the patient when needed
Responsible for 40-50 calls per day volume inbound and/or 60-80 calls outbound
Coordinate with center care teams to overcome identified barriers that prevent patients from receiving refills
Utilize electronic medical record platform to send requests and updates to field care teams
Document clear and precise information into applicable electronic platforms
Capture and document all patient requests prior to ending the call
Monitor the CareReq queue to ensure the completion of any open requisitions
Arrange transportation for center visits
Schedule off-cadence or requested patient appointments
Utilize triage nurse line, using warm transfers, when needed for acute healthcare concerns
Execute prescription requests according to up-to-date process standards and policies
Engage with patients in an environment free from background distractions that supports a private home office that ensures patient information is protected
Meet and exceed departmental metrics; stay informed of changes and updates to department metrics
Responsible for maintaining licensure and certification
Complete all Continuing Education expectations
Other duties as assigned
Remote Work Requirements:
Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems
Prior remote work experience
Ability to obtain high-speed internet and hardwire equipment to router/modem
Distraction-free and private remote work environment required as well as reliable dependent care during working hours
Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center
https://www.oakstreethealth.com/locations
Call center/home office locations: Downers Grove, IL; Chicago, IL; Charlotte, NC
Ability to participate in classroom-style remote training sessions
An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment
Career Development Opportunities:
The career path from Pharmacy Technician I to Pharmacy Technician II includes:
A minimum tenure of 6 months in the Pharmacy Technician I role
Consistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needs
Demonstration of a strong desire to learn and grow in their role
Meet âExceptionalâ performance metrics for a minimum of 3 consecutive months (targets are subject to change with 30-day advance notice) for all job skills:
Average Calls per Hour
Average Handle Time
Average Unavailable Time
Quality Metrics
Demonstrate proven reliability and satisfactory attendance
The progression path from Level I, Level II, and Level III positions within the Pharmacy Technician Contact Center team is a structured path that encourages advocates to widen their knowledge base, take on more responsibility, demonstrate expertise, and reward team members for their proven success and dedication. Each role level builds upon the skills learned in the previous one, with the ultimate goal of enabling technicians to provide superior support and contribute to the overall success of the contact center.
What are we looking for?
Minimum 1 year of retail pharmacy experience required
Active Pharmacy Technician License in the state of residence
Certified Pharmacy Technician (CPhT) certification required
High school diploma or equivalent required
Bilingual Spanish preferred, medical Spanish a plus
Strong working knowledge of MS Office and Google Suite preferred
Ability to execute daily responsibilities with minimal supervision
Demonstrated ability to deliver high-quality customer service
Deliver confident and professional service to Oak Street Health patients and internal partners
US work authorization
Someone who embodies being Oaky
What does being Oaky look like?
Radiating positive energy
Assuming good intentions
Creating an unmatched patient experience
Driving clinical excellence
Taking ownership and delivering results
Being relentlessly determined
Why Oak Street Health?
Oak Street Health is on a mission to âRebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patientâs communities, and focused on the quality of care over volume of services. Weâre an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody âOakyâ values and passion for our mission.
Oak Street Health Benefits:
Mission-focused career impacting change and measurably improving health outcomes for medicare patients
Paid vacation, sick time, and investment/retirement 401K match options Health insurance, vision, and dental benefits
Opportunities for leadership development and continuing education stipends
New centers and flexible work environments
Opportunities for high levels of responsibility and rapid advancement
Company-provided work-from-home equipment, including a laptop, computer monitor, docking station, keyboard, mouse, and USB ethernet adapter
Oak Street Health is an equal-opportunity employer. We embrace diversity and encourage all interested readers to apply.
Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health
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