Infusion Pharmacy Call Center Technician; Dayton, OH

Position Summary

Capstone Vital Care is seeking a dependable and patient-focused Home Infusion Pharmacy Call Center Technician to assist with the medication refill process for home infusion patients.

This position performs many of the duties required before medications and supplies can be refilled and delivered to the patient. Responsibilities include contacting patients, completing refill assessments, obtaining laboratory results, preparing medication-related documentation, coordinating delivery documentation, and communicating with pharmacists, nurses, physician offices, laboratories, and other members of the healthcare team.

The ideal candidate will be organized, detail-oriented, compassionate, and able to manage multiple patient-related tasks in a fast-paced call center environment.

• Proactively contact patients to confirm medication and supply needs.
• Confirm upcoming medication dispense and delivery dates.
• Complete patient refill assessments according to established pharmacy procedures.
• Obtain required laboratory results and other clinical information needed for the refill process.
• Prepare required refill documentation, including compounding records, delivery tickets, assessments, and prescription-related documents.
• Ensure refill orders and supporting documentation are completed accurately and within established time frames.
• Communicate refill and delivery information clearly to patients and caregivers.
• Escalate clinical questions or patient concerns to a pharmacist or nurse as appropriate.

• Answer and appropriately route incoming calls from patients, caregivers, physician offices, clinical laboratories, referral sources, and internal departments.
• Make outbound calls related to refills, laboratory results, medication needs, deliveries, and other patient-service requirements.
• Prioritize and organize daily patient tasks to ensure timely completion.
• Monitor assigned queues, messages, and follow-up activities.
• Meet established call center performance expectations, including inbound and outbound call volume, call response time, call resolution, documentation accuracy, and timely completion of assigned tasks.

• Work closely with pharmacists, nurses, technicians, delivery personnel, and other team members to maintain continuity of patient care.
• Communicate changes in patient status, medication needs, laboratory results, and delivery requirements to the appropriate team members.
• Collaborate with call center team members and assist in other areas as needed to support smooth daily operations.
• Maintain effective communication with physician offices, laboratories, referral sources, and other healthcare professionals.

• Provide professional, compassionate, and respectful service during every patient and provider interaction.
• Assist with resolving patient concerns related to medications, copayments, refill timing, supplies, and delivery issues.
• Demonstrate active listening and clear communication when addressing patient questions or concerns.
• Identify urgent concerns and promptly notify the appropriate pharmacist, nurse, or supervisor.
• Maintain professionalism when assisting patients with serious, chronic, or complex medical conditions.

• Maintain a high level of accuracy when completing refill assessments, prescription orders, patient records, and medication documentation.
• Document patient, provider, and laboratory communications accurately in the pharmacy management system.
• Maintain patient confidentiality and comply with HIPAA requirements when discussing or documenting Protected Health Information.
• Follow company policies, standard operating procedures, and applicable state and federal pharmacy requirements.
• Participate in required training and seek opportunities to improve pharmacy knowledge and job-related skills.
• Perform other duties as assigned based on operational and patient-care needs.

• High school diploma or equivalent.
• At least 18 years of age.
• Registered with the applicable State Board of Pharmacy when required in the state or states within the pharmacy's service area.
• Strong verbal and written communication skills.
• Ability to communicate effectively with patients, caregivers, employees, referral sources, physician offices, and laboratories by telephone and electronic communication.
• Strong organizational and multitasking abilities.
• Ability to document information accurately and maintain attention to detail.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Ability to protect confidential information and comply with HIPAA requirements.

• National Pharmacy Technician Certification, such as CPhT.
• Completion of a pharmacy technician training program.
• Previous experience in a pharmacy, laboratory, healthcare setting, medical call center, specialty pharmacy, or home infusion…