Certified Pharmacy Technician - Customer Care

Dallas Metro, TX (Flower Mound)

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Job Description

Primary responsibilities of the Customer Care Representative (CCR) are to answer pharmacy customer inquiries and/or resolve issues/concerns in order to support customers. This position ensures that all calls received from customers are handled promptly, efficiently, and accurately to ensure quality services are provided to Heritage customers.

Essential Functions Statement(s)

  • Confer with customers by telephone or in person to provide information about products and services.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Contact customers to respond to inquiries or to notify them of investigation results.
  • Meet customer satisfaction targets and performance goals as set by supervisor.
  • Handle medium to large call volumes on a consistent basis.
  • Have the ability to respond to customers via phone or internet.
  • Handle authorizations and overrides for emergent fill medication for veterans as well as Marshal inmates.
  • Generate faxes and emails.
  • Update requested doctors to POC lists.
  • Update requested formulary changes.
  • Set-up and update of new clinic for the VA.
  • Contact jail facilities to get verification on inmates.
  • USMS support (eligibility, PA's, and record changes). Clarify information on formulary for the VA.
  • Handle prior authorizations from VA Pharmacy and rejections from retail pharmacy.


Skills & Requirements

Education: Associate's Degree or equivalent experience

Experience: One to two years related experience

Computer Skills

Microsoft Office Suite: Word, Excel, PowerPoint; Microsoft Outlook

Certificates & Licenses

Pharmacy Technician Certification.  

Other Requirements

Bilingual (English/Spanish) preferred. Ability to fluently speak, read, and write in English. A thorough, dependable, detail-oriented approach to work with excellent communication skills. Ideal candidate must possess attentive listening skills and the ability to provide a high level of customer service experience. Knowledge of pharmacy services preferred. Knowledge of Federal section healthcare preferred. Demonstrated ability to work with a team of colleagues who represent a diversity of work and conflict resolution styles.