Job Description

Description

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 “Exceptional” 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 “Rebuild 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 patient’s communities, and focused on the quality of care over volume of services. We’re 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 “Oaky” 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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