Call Center Pharmacy Technician

About the role

Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community.

Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day. Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015.

Position Summary $1,500 SIGN-ON BONUS!

Are you passionate about helping others and delivering exceptional customer service? Join our Mail Order Pharmacy team as a Call Center Pharmacy Technician and make a difference in the lives of our patients every day!

In this role, you'll be an important part of helping patients navigate their pharmacy needs, from answering questions and coordinating prescription refills to tracking medication orders. You'll work alongside a supportive and collaborative team dedicated to providing outstanding patient care.

If you enjoy helping people, solving problems, and working in a team-oriented environment, this could be a great opportunity for you!

Primary Duties and Responsibilities

• Utilizing superior customer service skills, responds to all patient and external customer requests via incoming phone call resulting in consistent First Call Resolution according to establish processes and protocols and within established quality metrics.
• Processes all patient and external customer requests through appropriate coordination with on-site staff. Ensures messages and collected patient information is accurate and complete.
• Ensures a positive patient experience through thorough information collection and retention of current patients.
• Serves as a resource to patients and the Mail Order Pharmacy team.
• Follows Standard Processes and Protocols related to mail order functions (med refills, order follow through/tracking, closing open data gaps for successful processing.
• With supervisory support, the Call Center Pharmacy Technician tracks and follows up on work requested to be performed.
• Participates in process improvement activities
• Participates in daily huddles and regular team meetings to improve workflows and contribute to improving patient population outcomes
• Demonstrates in-depth knowledge of Martin's Point's mission, vision, and multiple lines of business.

Employees are expected to work consistently to demonstrate the mission, vision, and core values of the organization.

Position Qualifications

Education

• HS Diploma or equivalent

Licensure/certification

• Active Pharmacy license for state applying prior to start date

Experience

• Experience working in an administrative and/or customer service-oriented environment required.
• Experience in a contact center setting and/or in a patient services environment with pharmacy, billing, insurance processing or related tasks.

Knowledge

• Basic knowledge of telephonic skills for collection of data and information sharing
• Demonstrates an understanding of and alignment with Martin's Point Values.

Skills

• Windows Based Computer skills: data entry and word processing ability
• Demonstrated telephone etiquette and positive interpersonal skills
• Excellent organizational skills
• Detailed oriented and excellent follow through skills

Abilities

• Ability to function independently and professionally
• Ability to handle difficult conversations with patients and internal customers
• Ability to analyze and problem solve
• Ability to work with a variety of customers ranging from patients, internal customers, peers
• Must be able to work flexible hours which may include weekends, evenings and holidays.
• Ability to maintain confidentiality and handle protected health information in accordance with HIPAA requirements.

Pay and benefits

Pay Range: $20.20 - $24.95 To promote pay equity, Martin's Point Healthcare has established defined salary ranges for each role. Compensation is established within the posted range based on a variety of factors, including relevant years of experience, current market conditions, internal equity, and budget considerations. The pay range reflects the potential compensation for this role based on a full-time position.

Employees may also be eligible for additional compensation, such as incentive or commission-based programs, where applicable and subject to the terms of the applicable plan. Final compensation is determined at the conclusion of the interview process. We encourage you to apply even if your desired compensation falls outside of the listed range.

In addition to base compensation, we offer a comprehensive benefits package including medical, dental, vision, retirement savings with employer contributions, paid time off (including volunteer time off!), pie day, and other employee benefits.

This position is not eligible for immigration sponsorship.

We are an equal opportunity/affirmative action employer.