Beth Israel Lahey Health - Westwood, MA
posted 4 days ago
Full-time - Entry Level
Hybrid - Westwood, MA
Ambulatory Health Care Services
About the position
When you join the growing BILH team, you're not just taking a job, you're making a difference in people's lives. The position involves directing and assisting patient access to the specialty pharmacy by answering, screening, and processing a high volume of incoming calls in a dedicated call center.
Responsibilities
- Answers, screens and processes a high volume of calls in a professional manner.
- Utilizes and adheres to the phone scripts and guidelines for triaging calls.
- Asks appropriate questions and uses independent judgment to determine the type of appointment, appropriate provider and urgency needed.
- Utilizes pharmacy software applications to schedule prescription refills.
- Verifies and updates patients' demographic information and transfers to registration for update as needed.
- Obtains necessary referrals for scheduled visit and documents in system.
- Documents appropriate payer information, including worker's compensation and auto liability.
- Informs patient of necessary preparation for prescription delivery.
- Records and forwards accurate messages to pharmacist, providers and staff.
- Triages calls for urgent information or services to appropriate staff.
- Responds to requests for information or assistance within scope of knowledge and authority.
- Resolves and responds to provider email requests in an efficient and professional manner.
- Acts as a liaison with medical center departments and external providers and agencies.
Requirements
- High School diploma or GED required.
- License Mass Registered Pharmacy Tech required.
- 3-5 years related work experience required.
- Experience with computer systems required, including web based applications and some Microsoft Office applications.
Nice-to-haves
- PTCB certification.
- Strong typing skills 40+ wpm.
- Knowledge of medical and pharmacy terminology.
- Call Center and/or telephone customer service experience.
- Specialty Pharmacy experience.
- Bilingual written and verbal communication skills.
