The Medication Refill Specialist will work at the Pharmacy Refill Access Center (PRAC). Under the supervision of a Registered Pharmacist, the Medication Refill Specialist is responsible for processing incoming refills, either authorizing and sending refills to the patient's pharmacy or delegating refills to the appropriate Clinician when refills do not meet the written protocols assigned to the medication. The specialist will assure that each refill request fulfills the written protocol for the requested refill before it is authorized. This is a nonexempt hourly position.
Essential Duties:
- Process refill requests received from pharmacies via fax or electronically while complying with a protocol.
- Analyze Electronic Medical Record chart notes and check for presence or absence of required laboratory tests.
- Review renewal requests to ensure that the patient has a participating Pharmacy Refill Access Center (PRAC) physician and has documentation of previous or future appointments in the clinic schedule.
- Ensure each refill request has appropriate documentation required to process the refill.
- Notify the prescribing provider of any protocol criteria that are not met after reviewing the requested medication.
- Notify the correct entities if a patient has not adhered to the laboratory/monitoring parameters established by the prescribing physician for a requested refill.
- Document refill request decisions in the EMR based on provided policies and protocol criteria.
- Provide daily counts to the Refill pharmacist supervisor for completed faxed refill requests, unprocessed faxes, and refill requests received overnight.
- Collaborate positively with colleagues, supervisor, and customers orally and in writing.
- Keep records of the number of refills processed and process all refills with attention to detail.
- Provide timely refills in accordance with the policies of the program (All Refills to be processed within 48 hours).
- Understand and follow workflow designed for the Refill center, and educate clinic staff and others regarding the Refill process.
- Update patients on the status of their refill requests via phone or portal if needed.
- Answer, screen, and process incoming calls or phone messages in a professional manner.
- Utilize and adhere to a phone script, clinical decision trees, and follow guidelines.
- Determine the reason for calls and assist callers with their concerns with a focus on first call resolution.
- Facilitate routing the issue if unable to resolve it themselves and escalate the matter to pharmacy manager when needed.
- Perform other duties as assigned.
Required Qualifications:
- High school diploma or equivalent.
- Graduation from an accredited Pharmacy Technician School.
- At least 2 years of experience working in retail or a Specialty Pharmacy.
- Ability to be self-motivated and work with minimal supervision, yet recognize when to seek assistance.
- Ability to perform pharmacy calculations and operate fax machines, photocopiers, and voicemail systems.
- Previous experience with Electronic Health Record (EHR) preferred, otherwise willing to learn.
- Demonstrates computer skills, including Microsoft Word, Excel, and PowerPoint.
- Ability to follow written medication protocols and perform refill quantity calculations.
- Knowledge of electronic methods of communication, email, and computer messaging.
- Knowledge of clinic and department policies.
- Ability to adapt easily to change and work in a team environment.
- Ability to model excellent customer service.
Preferred Qualifications:
- Bachelor's degree in a health-related field; advanced degree preferred.
Required Licenses/Certifications:
- Active CA pharmacy technician license (CPhT) in good standing.
- If no Fire Life Safety Training card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date (Required within LA City only).
The hourly rate range for this position is $25.00 - $39.69. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidates work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.
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