Clinical Access Specialist

5 days ago

Elkridge, United States MEDSTAR HEALTH Full time
Clinical Access Specialist - Pharmacy Technician- PRN at MEDSTAR HEALTH summary:

The Clinical Access Specialist - Pharmacy Technician serves as the first point of contact for MedStar Pharmacies, addressing patient inquiries and facilitating communication with pharmacy staff. This role involves ensuring a seamless patient experience by resolving issues, processing prescriptions, and providing exceptional customer service. The technician is responsible for inbound call handling, processing refill requests, and complying with departmental and regulatory standards.

Under pharmacist supervision, the Clinical Access Specialist- Pharmacy Technician acts as the first point of welcome for the caller on behalf of MedStar Pharmacies. The technician resolves all customer questions and requests, and facilitates communication between patients and pharmacy staff, advocating on the patient behalf to ensure that all needs are met and to promote the perfect patient experience. MedStar Pharmacy is committed to providing world-class, compassionate care to every patient, every time, at every touch point. All associates are accountable for their role in meeting patient experience standards.
Education
  • High School Diploma or GED required or
  • equivalent. required
Experience
  • 3-4 years Pharmacy technician experience in a retail setting or equivalent training required
  • 1-2 years Telephone customer service experience equivalent (i.e. call center, front desk reception, medical office, etc.) preferred
Licenses and Certifications
  • Must have successfully completed the pharmacy technician certification through the nationally accredited certification examination of PTCB or ExCpt required and
  • Pharmacy technician licensure or registration as required by the state(s) where the pharmacy / pharmacies are located. required
Knowledge, Skills, and Abilities
  • Basic computer skills.
  • Basic math skills.
  • Verbal and written communication skills.
Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.Demonstrates behaviors consistent with MedStar Health mission, vision, goals, objectives and patient care philosophy.Responsible for inbound call handling to identify and assess patient needs quickly and accurately.Performs customer service functions such as: greeting patients, taking in refill requests, new prescriptions, patient demographics and insurance information; calls doctors for refill authorizations and pre-authorizations. Troubleshoots patients' questions and concerns.Displays characteristics of inquiry, empathy, courtesy and respect during communication with patients.Solves problems systematically, using sound business judgment.Ensures complete communication (closes the loop and follow up) between all patient groups, including pharmacy associates, physicians, and insurance plans, in an appropriate and timely manner.Processes refills, including updating demographics, insurance plans, and prescription information under the supervision of a pharmacist and according to policy; brings to the attention of a pharmacist any claims requiring overrides or interventions; troubleshoots insurance claim rejects; and, follows up on problem prescriptions.Acts as the backup for the Centralized Data Entry technicians when necessary, ensuring timely and accurate processing of prescriptions in the pharmacy queues.May occasionally be asked to cover a shift or assist at a pharmacy site.Performs other duties as assigned.
Keywords:

Pharmacy Technician, Customer Service, Patient Experience, Medication Management, Pharmacy Operations, Healthcare, Call Center Support, Prescription Processing, Patient Advocacy, MedStar Pharmacies

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