Pharmacy Call Center Coordinator

Job Description

Job Description

Position Summary :

The Pharmacy Call Center Coordinator serves as the primary telephone contact point between patients and the pharmacy care team. This position is responsible for managing patient inquiries, coordinating medication services, conducting outreach calls, and handling prescription data entry to ensure efficient pharmacy operations and exceptional patient care.

Key Responsibilities :

• Conduct patient outreach and engagement primarily via telephone, with additional communication through mail and electronic methods when necessary
• Perform prescription data entry into pharmacy management systems with accuracy and attention to detail
• Process new prescriptions, refill requests, and prescription transfers received through phone calls
• Perform initial and periodic needs assessments over the phone, including assessing barriers to care, patient preferences, and language needs
• Support the execution of patient care plans by explaining instructions at appropriate health literacy levels
• Work closely with pharmacists to coordinate Medication Therapy Management (MTM) visits and implement refill management protocols
• Schedule and confirm patient appointments for pharmacy services
• Assist patients in completing consent forms for delivery programs and automatic refills
• Facilitate effective communication between patients, family members / caregivers and the pharmacy team
• Support pharmacist workflow through execution of protocols like pharmacist-initiated refills and medication prior-authorizations
• Maintain accurate patient databases and call logs using Excel and pharmacy software
• Track and document all patient interactions and follow up accordingly
• Answer routine patient inquiries regarding medications, services, and upcoming appointments
• Attend department and health center meetings as required

Skills and Experience :

Monday - Friday; 8 : 30am -5 : 00pm.