Pharmacy Call Center Specialist

4 days ago

Wyomissing, Pennsylvania, United States Cencora Full time
Job Summary

Cencora is seeking a highly skilled Pharmacy Call Center Technician to join our team. As a key member of our pharmacy operations team, you will be responsible for providing exceptional customer service and support to our patients and customers.

Key Responsibilities
  • Answer inbound calls and make outbound calls to provide support for customer inquiries and electronic communications within pharmacy operations.
  • Manage and resolve customer complaints, escalating to manager as necessary.
  • Interact regularly with external contacts such as patients, prescribers, and other staff to solve problems or answer questions.
  • Document customer interactions according to standard operating procedures in support of efforts to provide a consistent, high-quality customer experience.
  • Manage and complete project assignments to achieve desired results within the defined timeline.
  • Responsible for creating and updating patient profiles in the pharmacy information system.
  • Enter 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.
  • Address insurance, reimbursement, and payment issues as appropriate by communicating with insurance providers, patients, and pharmacists.
  • Assist 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, follow up all such claims deemed inappropriate.
  • Assist Pharmacist by providing required information for therapeutic consults with patients.
  • Intervene 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.
  • Participate in achieving business goals and metrics for the organization.
  • Perform related duties as assigned.
Requirements
  • 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.
What We Offer

Cencora provides 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. 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.

Equal Employment Opportunity

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.

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