Certified Pharmacy Technician -Specialty Pharmacy

Job Overview:

A Specialty Pharmacy Technician plays an essential role in the medication use process at TriHealth Pharmacy Solutions. The Specialty Technician is responsible for assisting pharmacists with tasks related to high-value and specialized medications, often for chronic or serious conditions. They process prescriptions, manage inventory, handle billing-related tasks, and provide customer service and patient support. The Advanced Pharmacy Technician assists in providing safe, accurate, and timely medication distribution as a commitment to quality care and patient safety. Under direct supervision of a pharmacist, the Specialty Advanced Pharmacy Technician assists in the dispensing of hazardous and non-hazardous medications to patients in accordance with state and federal guidelines.

Minimum Job Requirements:

• High School Diploma or GED or GED
• 1 - 2 years' experience
• Familiarity with shipping software (preferred), ability to work well under pressure in a fast-paced environment, Strong multi-tasking skills with the ability to prioritize and meet deadlines.
• Comfortable working with minimal supervision while maintaining accuracy and efficiency
• Excellent phone etiquette, including clear communication, active listening, professionalism, and empathy when interacting with patients and providers
• Strong data entry skills, with attention to detail and accuracy in processing prescriptions, inventory, and patient information
• Active National Pharm Tech Cert (CPhT). Approved cert is through Pharm Tech Cert Board (PCTB) (Required) OR ExCPT Cert by the National Healthcare Association
• Active registration with the Ohio Board of Pharmacy as a Certified Pharmacy Technician 
  
   

Job Responsibilities:

Drug Fulfillment: Responsible for drug fulfillment, including filling orders, managing inventory, and ensuring accuracy. 

• Complete all pharmacy dispensing duties, including accurately and efficiently filling prescriptions. 
• Utilize EPIC Willow Dispensing System, monitoring all Specialty work queues. 
• Investigate Willow malfunctions and be able to enter ticket to potentially resolve the issue. 
• Review patient charts in the electronic medical record to resolve refill requests, refill denials, patient assistance, payment issues, and other related matters. This includes reading Progress Notes, Telephone Notes, MyChart messages, and all other pertinent information related to pharmaceutical care. 
• Follow all pharmacy department policies and procedures for safe handling, preparation, and disposal of hazardous drugs. 
• Investigate inventory issues, including out of stock medications for prescription drugs on order for that day. 
• Handle prescription transfers from outside pharmacies. 
• Address prescription adjudication issues, including but not limited to, calling insurance companies, prescribers’ offices, and/or patients. 
• Coordinate with the Specialty Pharmacy Operations Coordinator for daily task assignment(s), following the technician duty schedule. Exhibit flexibility to change daily assignment based on departmental coverage gaps. 
• Assist the Specialty Pharmacy Operations Coordinator and Specialty Pharmacy Compliance Coordinator, which can include ordering medications and supplies, inventory management and cycle counts. 
• Work collaboratively with pharmacists and the Medication Access Coordinator team. Be a resource to the dispensing pharmacist. 
• Complete all other duties assigned by the pharmacist on duty.  

Pharmacy Call Center: Be an active participant in the pharmacy call center, including taking inbound and outbound calls from patients, physicians, insurance companies, and other third-party entities. Participation will be validated through phone center metrics. Inbound and Outbound Call Management includes, but is not limited to, 

• Provide customer service at the highest level, maintaining quality patient care and meeting the highest satisfaction of our patients. 
• Schedule future prescription fills with the patient, ensuring copay is affordable and there is an active prescription on the patient’s medication profile in Willow. The technician will also ask appropriate questions during the refill call and provide an offer for the patient to be counseled by a pharmacist. 
• Call the patient if a scheduled medication will have a delay in delivery, whether from an inventory matter, insurance issue, or weather delay. 
• Call manufacturer programs, copay programs, third-party or tertiary maximizer plans. 
• Call approved alternate contacts, if unable to reach a patient to schedule a refill. 
• Call patients’ local pharmacy for any insurance or medication review needs. 
• Review voicemail messages and IVR calls. 
• Triage clinical calls to a pharmacist. 
• Utilize translator services via TriHealth’s approved Interpreter Services line. 
• Collect copayment from patients – call patients for updated payment, if needed. 
• Ensure phone center coverage is adequate before stepping away from the Call Center.  

Shipping: Responsible for accurate and timely medication distribution through the packaging, labeling, and shipping of prescriptions from TriHealth Pharmacy Solutions to the patient’s preferred delivery location. 

• Package shipments with the required items, including the prescription medication, appropriate handouts, drug monographs, and billing receipt. 
• Label packages appropriately, ensuring the patient’s prescription is being shipped to the correct delivery address. 
• Follow all cold chain processes, as required by specialty pharmacy accreditation policies and procedures. 
• Accurately ship or courier prescriptions to a patient’s requested delivery address, by confirming the preferred delivery address with every medication fill. 
• Follow shipping policies and procedures for TriHealth Pharmacy Solutions, including shipping to only approved states per the Board of Pharmacy. 
• Intake shipments from third party vendors (i.e. FedEx, UPS, Courier Service).  

Specialty Pharmacy Accreditation Compliance: Demonstrates competency and compliance in Specialty Pharmacy Accreditation standards through routine competencies (written and observational), periodic audits, and rounding visits. Observational checklists will be used to validate practices. 

This includes but is not limited to: 

• Follow all policies and procedures of TriHealth Pharmacy Solutions and of TriHealth, Inc. 
• Adhere to FDA regulations, including those related to drug supply chain security.  
• Adhere to all policies and procedures related to Specialty Accreditation. (i.e. ACHC, URAC) 
• Accountable for compliance with all state and federal regulations including licensure, prescription drug monitoring regulations, as well as the ongoing monitoring and maintenance of regulations/requirements to ensure continued compliance. 
• Serves as a member of the Quality and Clinical Management Committee to identify and execute quality improvement projects. 
• Report errors, maintain documentation, and assist in developing action plans for problem areas.

Other Related Information:

1. Designated trainer for TriHealth Pharmacy Solutions Specialty technicians will be working with chemotherapy and hazardous medications on a daily basis as a primary job duty. 
2. Advanced Pharmacy Technicians will be responsible for all core work responsibilities outlined in their job description, including, but not limited to, the work duties of an Outpatient Pharmacy Technician I, II, and/or III.
   Working Conditions:
   
   Bending - 
   Climbing - Rarely 
   Concentrating - Consistently 
   Continuous Learning - Consistently 
   Hearing: Conversation - Consistently 
   Hearing: Other Sounds - 
   Interpersonal Communication - Consistently 
   Kneeling - Rarely 
   Lifting <10 Lbs. - Consistently 
   Lifting 50+ Lbs. - Rarely 
   Lifting <50 Lbs. - Occasionally 
   Pulling - Rarely 
   Pushing - Frequently 
   Reaching - Consistently 
   Reading - Consistently 
   Sitting - Occasionally 
   Standing - Consistently 
   Stooping - Frequently 
   Talking - 
   Thinking/Reasoning - Consistently 
   Use of Hands - Consistently 
   Color Vision - Consistently 
   Visual Acuity: Far - 
   Visual Acuity: Near - 
   Walking - Frequently

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:

Serve: ALWAYS... 
• Welcome everyone by making eye contact, greeting with a smile, and saying "hello" 
• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist 
• Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel: ALWAYS... 
• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met 
• Offer patients and guests priority when waiting (lines, elevators) 
• Work on improving quality, safety, and service

Respect: ALWAYS... 
• Respect cultural and spiritual differences and honor individual preferences. 
• Respect everyone's opinion and contribution, regardless of title/role. 
• Speak positively about my team members and other departments in front of patients and guests.

Value: ALWAYS... 
• Value the time of others by striving to be on time, prepared and actively participating. 
• Pick up trash, ensuring the physical environment is clean and safe. 
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage: ALWAYS... 
• Acknowledge wins and frequently thank team members and others for contributions. 
• Show courtesy and compassion with customers, team members and the community