Pharmacy Technician I Call Center

The Pharmacy Call Center Technician I will assist the Pharmacist in professional activities and perform assigned tasks in the outpatient pharmacy. The Call Center Technician interacts with patients and healthcare providers providing customer service related to prescription orders handling inquiries and ensuring patient satisfaction through effective communication and problem-solving skills.

This is a 1.0 FTE role that will work out of our South Lake Union Campus. This role will work Monday through Friday rotating 8am to 7pm.

• Handle inbound and outbound calls or electronic messages to assist patients with prescription orders refills setting up shipments and payment issues. Provide information about pharmacy services.
• Address customer inquiries and concerns utilizing problem-solving skills to resolve issues efficiently. Escalate complex inquiries to pharmacists when necessary.
• Accurately document all interactions in the pharmacy dispensing software or electronic health record (EHR) system ensuring compliance with HIPAA and pharmacy regulations.
• Answer non-clinical inquiries from clinic staff and route any clinical inquiries to a pharmacist.
• Work closely with pharmacists and other healthcare professionals to ensure timely and accurate service delivery to patients.
• Ensure patients are enrolled in the specialty program and meeting appropriate documentation such as teach and clinical notes are documented.
• Coordinate with clinical pharmacists or clinical teams on prescription inquiries or documentation.
• Prepares packages and labels medication in an accurate and efficient manner.
• Online processing of prescription orders including billing appropriately and accurately
• Triage incoming phone calls and electronic messages relating to medications.
• Interact with professional and technical staff in a courteous manner.
• Cleaning and restocking pharmacy areas.
• Follows inventory control processes performing cycle counts and checking outdates.
• Accurately operates CII safe and follows all controlled substance procedures.
• Direct clinical inquiries requiring a pharmacists professional judgment to a pharmacist.
• Answer inquiries not requiring a pharmacists professional judgment.
• Assist in the training of pharmacy technicians apprentices and interns.
• Other pharmacy related duties in accordance with regulations under Washington State Pharmacy Quality Assurance Commission
• Know and follow all Pharmacy Department and Fred Hutch policies and procedures as well as all applicable state and federal laws.

Required:

• High school graduate or equivalent
• Current Washington state pharmacy technician license
• Experience in an outpatient or specialty pharmacy setting using Electronic Health Record
• Ability to perform pharmaceutical calculations
• Ability to communicate verbally in person on the phone and in writing in a clear concise and professional manner
• Familiar with the generic names of drugs along with their basic indication
• Ability to use pharmacy computer systems and order entry in an accurate and efficient manner

Preferred:

• Certified as a Washington State Pharmacy Technician from an accredited technical institute
• Experience in a retail pharmacy
• Experience with Epic Willow Ambulatory
• Oncology knowledge
• Experience with electronic medical records

Pre Employment Drug Screening:

As a condition of employment Fred Hutch conducts pre-employment drug testing for this pharmacy role. All offers of employment in the pharmacy department are conditional on the applicant successfully completing and passing a drug test in accordance with the Fred Hutch policy.