Pharmacy Call Center Technician This is an onsite position located in West Reading, Pennsylvania supporting Tower Health retail pharmacy operations in an office-based setting. We foster a culture where career development and training play a key role as our staff gain experience in many aspects of ambulatory and specialty pharmacy. We currently employ pharmacists in both clinical and ambulatory settings with a support staff of technicians in various roles. We are excited to welcome new team members to continue to grow our team and kickstart new careers. We have expanded into an operation with services at multiple pharmacy locations such as meds-to-beds, employee prescriptions, pharmacy navigators embedded in clinics, specialty pharmacy and mail order pharmacy. Hours: Monday to Friday 7am-5pm, shifts are typically 8 to 10 hours. Responsibilities: Answers inbound calls, makes outbound calls to provide support for customer inquiries and electronic communications within pharmacy operations. Manages and resolves customer complaints; escalating to manager as necessary. Interacts regularly with external contacts such as patients, prescribers, and other staff to solve problems or answer questions. Documents customer interactions according to standard operating procedures in support of efforts to provide a consistent, high-quality customer experience. Manages and completes project assignments to achieve desired results within the defined timeline. Responsible for creating and updating patient profiles in the pharmacy information system. Enters 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. Addresses insurance, reimbursement, and payment issues as appropriate by communicating with insurance providers, patients, and pharmacists. Assists 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, follows up all such claims deemed inappropriate. Assists Pharmacist by providing required information for therapeutic consults with patients. Intervenes 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. Participates in achieving business goals and metrics for the organization. Performs related duties as assigned. Education: Normally requires a minimum of two (2) years directly related and progressively responsible ambulatory 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. Skills and Knowledge: Ability to communicate effectively both orally and in writing Ability to work quickly and accurately under time and volume constraints Strong interpersonal skills Ability to resolve patient issues quickly and creatively in order to improve customer satisfaction Familiarity with pharmaceutical products, services and drug interactions Strong organizational skills; attention to detail Good analytical skills 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. The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned.