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Pharmacy Technicians - Call Center
Job Number: 2016-26375
Category: Healthcare
Location: Shrewsbury, MA
Shift: Day
Exempt/Non-Exempt:
Business Unit: UMass Chan Medical School
Department: Commonwealth Medicine - CPS - Administration - W401720
Job Type: Full-Time
Salary Grade: 14
Union Code: Union Position-W28-SHARE
Num. Openings: 20
Post Date: July 28, 2017

 

Clinical Pharmacy Services (CPS) is seeking 20 full time Call Center Pharmacy Associates to handle live calls from members and occasionally prescribers and pharmacists to provide information regarding client initiatives.  The incumbent of this position may also review requests for Medication Therapy Management and prior authorization under the guidance of a licensed pharmacist.

 

Under the direct supervision of the Associate Director or designee, the Pharmacy Associate I functions as a team member of the outreach programs within Clinical Pharmacy Services (CPS). CPS  is responsible for administering client-specific programs to provide clinical pharmacy expertise with regard to member prescriptions. 

MAJOR RESPONSIBILITIES:

  • Handle outbound and inbound phone calls to members, prescribers and pharmacists regarding client specific work.
  • Record call information into a phone/pharmacy system or a client specific database.
  • Perform support tasks specific to the outreach programs within CPS including obtaining appropriate information from client or internal database(s).
  • May provide real time information via telephone to physicians and pharmacists regarding questions concerning initiatives involving member prescriptions.
  • Review clinical documentation against applicable criteria submitted by prescribers to determine approval or denial of requests for prior authorization.
  • Decide in real time via telephone communications with pharmacies the authorization of denial of certification requests for prescription medications.
  • Assist CPS staff with data entry and monitoring/researching member profiles for client projects and ad hoc reports.
  • May assist CPS consultant pharmacist with obtaining and disseminating information concerning upcoming appeals.
  • Participate in quality improvement initiatives within CPS.
  • Attend CPS staff meetings and in-service programs as requested.
  • Perform other duties as required.

REQUIRED QUALIFICATIONS:

  • Certification with no pharmacy experience or 1 year pharmacy or drug utilization review experience

 

PREFERRED QUALIFICATIONS:

  • Bilingual preferred
  • Prior customer service experience

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