Pharmacy Technician II Call Center; Pharmacy

Job Summary

Under direct supervision of a Pharmacist, the Call Center Pharmacy Technician II performs a wide variety of pharmaceutical services including triaging all phone calls to the pharmacy, medication preparation and distribution, inventory, and billing. The Call Center Pharmacy Technician II is responsible for performing the majority of the phone triage and technical functions in the Pharmacy.

Essential Job Duties & Responsibilities

• Triage incoming calls and route notes and requests to appropriate providers daily
• Receive prescription or refill requests and verify that all information is complete and accurate, while maintaining quality and productivity standards.
• Provide patient care by engaging with patients and working to meet their needs.
• Establish or maintain patient profiles, including lists of medications taken by individual patients.
• Adhere to company, state, and federal regulations, policies, and laws, including HIPAA, DEA, and Ohio Board of Pharmacy requirements.
• Maintain proper inventory levels by ordering appropriately and rotating stock.
• Maintain proper storage and security conditions for drugs.
• Maintain records for the pharmacy and ensure organization is kept up to standards for easy retrieval.
• Perform related duties assigned by a licensed pharmacist. Areas of work are checked routinely for maintenance of quality control. Work is conducted in accordance with generally accepted standards of practice following departmental procedures and policies.
• Receive and store incoming supplies, verify quantities against invoices, check for outdated medications in current inventory, and inform supervisors of stock needs and shortages. Keep records accordingly
• Commit to continuing education by attending training and keeping up with policy changes.
• Maintains confidentiality of all client, staff and agency-related data in accordance with The Centers policies.

Job Qualifications

• Licensed as a Certified Pharmacy Technician by the Ohio Board of Pharmacy
• Minimum of 6 months of work experience as a Pharmacy Technician (Trainee experience qualifies), 2-3 years preferred
• BLS certified or willing to become certified upon hire

Knowledge

• Prescription Processing - Understanding how to read, interpret, and input prescriptions into the system.
• Retail Pharmacy Laws & Regulations - Knowledge of federal (FDA, DEA) and state laws regarding prescription handling, controlled substances, and HIPAA compliance.
• Medication Names & Uses - Familiarity with common over-the-counter (OTC) and prescription medications, including brand and generic names.
• Insurance & Billing Procedures - Understanding of copays, prior authorizations, and third-party insurance claims.
• Pharmacy Workflow & Inventory Management - Knowledge of ordering, stocking, expiration tracking, and handling medication shortages.
• OTC Medications & Recommendations - Awareness of basic OTC products and when to refer customers to the pharmacist.
• Point-of-Sale Systems - Understanding cash handling, electronic payments, and store-specific software.

Skills

• Customer Service Excellence - Providing friendly and professional assistance to customers.
• Attention to Detail - Ensuring accuracy in labeling, filling prescriptions, and entering data.
• Mathematical Proficiency - Performing dosage calculations and cash register operations.
• Time Management & Efficiency - Prioritizing tasks during peak hours and maintaining workflow.
• Computer & Software Proficiency - Using pharmacy management systems like PioneerRx, QS/1, or ScriptPro.

Abilities

• Handling Stressful Situations - Staying calm and focused during high-volume periods and difficult customer interactions.
• Effective Communication - Clearly explaining medication pick-up times, basic drug information, and insurance issues to customers.
• Following Safety & Compliance Standards - Adhering to pharmacy protocols for controlled substances and patient confidentiality.
• Teamwork & Collaboration - Working effectively with pharmacists and other team members.
• Physical Stamina - Standing for long periods, lifting small boxes, and managing inventory.

About The Centers

The Centers fights for equity by healing, teaching, and inspiring individuals and families to reach their full potential. We provide health, family, and workforce services at 11 locations throughout Greater Cleveland, creating life-changing solutions for people to lead healthier and more successful lives. We strive to be a service-oriented workplace that pioneers and co-creates solutions while fostering belonging in community where our team members thrive.

Wellbeing and Benefits

• Providing quality benefits to our staff is important to us. Just as important is our staff's well-being. That's why we offer a number of choices to meet the different needs of our staff.

• Choice of medical and dental plans

• Health Savings Account

• Flexible Spending Account for Health and Dependent Care

• Vision

• Support for continuing education and credential renewal

• Life Insurance

• Retirement Savings (401k) with a company contribution

• Mental Health Support

• Employee Assistance Program

• Calm Subscription Short

• Longterm Disability

The Centers is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Other details

• Job Family Pharmacy
• Pay Type Hourly
• Min Hiring Rate $20.00
• Max Hiring Rate $22.09

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• 4400 Euclid Ave, Cleveland, OH 44103, USA