PHARMACY TECH LEAD - CLINIC - HOAG CLINIC ENGAGEMENT SERVICE Job at Hoag Memorial Hospital Presbyterian
Job Summary
Functioning as the Lead Technician, this individual is responsible for providing leadership and support among all the technicians in the Centralized Prescription Renewal Clinic (RxRefill Clinic) in managing refill authorization process using approved guidelines and protocols. The team is based in a business center setting and will receive phone calls, faxes, e-rx, and other forms of communication to process requests for prescription renewal and some medication prior authorization requests. There is no pharmacy at this site and handling of drugs is not within the scope of this role.
Essential Functions:
- Utilize authorized physician protocol to process prescription refill requests in a timely manner and document into EHR system.
- Handle intake of refill requests and certain medication prior authorization requests using established scripts, protocols, and service processes.
- Attempt to solve medication issues, including prior authorization, sending messages to providers and teams via EHR system for outstanding office visits, labwork, or contacting providers/clinics directly for questions.
- Apply knowledge/skills to complex activities. Approach situations with a problem-solving attitude while being detail oriented
- Understand and use proper procedures to resolve problems, escalate issues, and achieve objectives in a productive and cooperative manner.
- Review team stats and provide manager with feedback on individual and team progress.
- Review possible discrepancies in productivity trackers as requested
- Remain available to staff to answer questions directly in-person, via telephone, email, or instant message.
- Make recommendations on efficiencies, improvements, or enhancement to existing workflow and process
- Responsible for training/continuing development with the team as needed
- Spot check timeliness by employees to ensure work is not left pending in queues after shifts are over (queue management)
- Update policies and ensure team compliance
- Provide coaching when needed
- Must know how to prioritize tasks assigned by Manager with the intent to meet all deadlines.
- Engage and encourage team involvement during meetings/huddles
- Remain flexible with the needs of the business
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