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 of 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 Reviews 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 Ensues each refill request has appropriate documentation required to process the refill Appropriately notifies the prescribing provider of any protocol criteria that are not met after reviewing the requested medication. e. Appropriately notifies the correct entities if a patient has not adhered to the laboratory/monitoring parameters established by the prescribing physician for a requested refill
- Process refill requests received from pharmacies via fax or EMR with accuracy and attention to fine details The tech will accurately document their Refill requests decisions in the EMR based on provided policies and protocol criteria Quantifies and provides daily counts to the Refill pharmacist supervisor for the following: [10%] Completed faxed refill requests for the day, number of faxes unprocessed for his/her assigned clinic, and how many refill requests came in overnight on the fax machine Positively collaborates with colleagues, supervisor, and customers orally and in writing [10%] Keep records of the number of refills processed and process all refills with attention to details Provides timely refill in accordance to the policies of the program (All Refills to be processed within 48 hours) Understand and follow workflow designed for the Refill center, be able to educate clinic staff and others regarding the Refill process. [5%]
- Patient Services Update patients of the status of their refill requests via phone or portal if needed. Answers, screens and processes incoming calls or phone messages in a professional manner. Utilizes and adheres to a phone script, clinical decision trees and follows guidelines. Uses independent knowledge within scope of practice to determine if a refill can be renewed or if it needs to be forwarded to the appropriate individual.
- First Contact Resolution Determines reason for calls and assists callers with their concern with a focus on first call resolution Facilitates routing the issue if unable to resolve it themselves. Escalates the matter to pharmacy manager when needed, requests appropriate information to facilitate effective resolution.
- Perform other duties as assigned.
Required Qualifications:
- Req High school or equivalent
- Req Specialized/technical training Graduation from accredited Pharmacy Technician School.
- Req 2 years At least 2 years of experience working in retail. or a Specialty Pharmacy
- Req Skills/Abilities: Ability to be self-motivated and work with minimal supervision, yet able to recognize when appropriate to seek assistance. Ability to perform pharmacy calculations, operate fax machines, photocopier, voice mail system. 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, performs refill quantity calculations, double check dose, route for use and direction for use against physician’s documented order in the Electronic health Record before processing refills.
- Req Knowledge: Familiar with Electronic methods of communication, email, computer messaging.) knowledge or E-prescribing capabilities and limitations. Knowledge or clinic and department policies
- Req Other Requirements: Must be able to adapt easily to change. Must be able to work in a team environment that may change or fluctuate. Ability to roll model excellent customer service.
Preferred Qualifications:
- Pref Bachelor’s degree in a health-related field and Advanced degree preferred
Required Licenses/Certifications:
- Req Pharmacy Technician (CA DCA) Active CA pharmacy technician license (CPhT) in good standing
- Req Fire Life Safety Training (LA City) If no 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 candidate’s 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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