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Patient Care Technician

Company: AdhereRx
Location: Gilbert
Posted on: June 10, 2021

Job Description:

General Purpose:

The Patient Care (PC) Technician answers incoming calls, respond to inquiries/questions from patients and providers, and drives patient medication compliance and adherence according to their prescribed regimen. The PC Technician also performs outbound calls to set up monthly prescription deliveries, to engage new patients to set up first deliveries and explain AdhereRx services, and to inform patients of medication regimen changes initiated by their doctors. In addition, the PC Technician is responsible for the successful obtainment, processing, adjudication, billing, and fulfillment of prescriptions, and they will work collaboratively with the pharmacist team to ensure that the production needs are being met and that all claims are processed in accordance with insurance and state/federal requirements.

Essential Duties & Responsibilities:

  • Commitment to company values & mission
  • Follows all established policies, guidelines, and procedures, including federal and state regulations, to ensure the highest level of operational and regulatory compliance and quality patient care.
  • Maintain all patient information in strict confidence in accordance with applicable laws.
  • Answer incoming calls and respond to inquiries/questions from patients, providers, and vendors in a professional and caring manner
  • Research patient, provider, and vendor issues using available resources with the goal of one-call resolution
  • Review medication regimens and orders with patients monthly to drive adherence to and compliance with prescribed regimens
  • Expedite calls to the appropriate person/department as necessary and follow-up with patients appropriately
  • Identify and escalate priority issues
  • Process medication orders and patient requests for refills accurately and in a timely manner
  • Answer patient questions/concerns regarding medications and refer patients to a pharmacist when needed or required
  • Perform duties and manage time appropriately such that team and individual goals are met
  • Maintain customer service call quality
  • Successfully coordinate syncing of medications for required deliveries
  • Obtain prescriptions by contacting local pharmacies to initiate transfers and contacting prescriber offices to obtain new/refill prescriptions.
  • Perform data entry of prescriptions, insurance, and patient demographic information
  • Resolve insurance, adjudication, billing, or medication fulfillment issues
  • Facilitate approval of prescription prior authorizations or obtainment of prescription for alternate medication.
  • Proactively investigate and resolve prescription-related issues to ensure maximum patient care and high standards of customer service
  • Document all calls for future reference and tracking
  • Perform additional functions as business conditions necessitate
  • Maintain PTCB certification

Education & Experience:

  • CPhT required (if not certified at hire, must obtain within first six months of employment)
  • High School Diploma or equivalent
  • Previous customer service and pharmacy experience strongly preferred

Minimum Physical Requirement:

The Patient Care Technician will perform his or her work in a general office environment using standard office equipment. The following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job:

  • Work in office environment in seated position for extended periods of time
  • Operate various business instruments, including phones, computers, printers/scanners/ fax machines, requiring manual dexterity
  • Sit and concentrate for long periods of time to compute, examine, and interpret data, in environment with multiple distractions
  • Read paperwork and computer monitors, requiring visual acuity


  • Attention to detail and accuracy
  • Proficient written and spoken English. Conversational Spanish is highly desired
  • Excellent interpersonal and communication skills including proper phone etiquette and the ability to present a professional demeanor when speaking to staff, patients, providers, and referral sources
  • Demonstrates patience and empathy when dealing with patients
  • Organized and task driven, and the ability to effectively manage time and prioritize work
  • Ability to work independently, seeking guidance where necessary, and make appropriate decisions
  • IT Proficiency (Excel, Word, Email, Instant Messaging)
  • Strong Team Player
  • Ability to handle multiple priorities including numerous requests from internal departments, patients, and providers in a courteous, professional, timely, and collaborative manner

Keywords: AdhereRx, Gilbert , Patient Care Technician, Other , Gilbert, Arizona

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