REVER-Pharmacy Technician

Pharmacy Technician – Call Center Support

This role provides high-quality telephone-based support to patients and customers by handling non-clinical inquiries related to prescription status, financial information, medication delivery scheduling, and insurance verification. The pharmacy technician ensures accurate documentation in the management information system, supports safe and timely prescription fulfillment, and collaborates closely with clinical teams to deliver an excellent patient experience in a hybrid work environment.

• Serve as the primary resource for inbound telephone calls to minimize workflow interruptions related to non-clinical customer inquiries, including general prescription status and financial information.
• Handle both inbound and outbound calls to schedule medication deliveries and process payments so that accurate information is captured in patient profiles and prescriptions can be shipped in a timely manner.
• Respond directly to customer inquiries when appropriate and route calls to the appropriate staff or department to ensure prompt issue resolution and high customer satisfaction.
• Update concise and accurate progress notes in the management information system so that other team members can quickly assess the status of referrals and patient interactions.
• Use management information systems to provide customer service, including answering questions about refill needs, providing status updates on pending or shipped prescriptions, verifying insurance information, and providing copies of invoices upon request.
• Address patient questions and concerns during refill scheduling and transfer calls to clinical team members, including pharmacists and nurses, when clinical input or intervention is required.
• Identify and promptly report adverse events and product complaints to clinicians to support patient safety and regulatory compliance.
• Collaborate with colleagues across teams and programs, adapting to specific workflow requirements while maintaining consistent service quality.
• Perform other related duties as assigned, which may vary slightly depending on the specific team or program needs.

• Preferred registration as a Pharmacy Technician in the state of North Carolina.
• Experience working in a call center or high-volume telephone-based customer service environment.
• Ability to work effectively with management information systems to document interactions and access patient and prescription data.
• Proficiency with Microsoft applications, including basic office productivity tools.
• Excellent verbal and written communication skills with a clear, professional telephone manner.
• Demonstrated ability to show empathy and compassion when speaking with patients and caregivers.
• Strong attention to detail and accuracy when documenting information, scheduling deliveries, and verifying insurance and payment details.
• Customer service experience, preferably in a healthcare, pharmacy, or medical office setting.
• Familiarity with medical terminology and medical office processes (preferred).
• Pharmacy experience in a retail, specialty, or related setting.
• Exposure to or understanding of medical claims processes (a plus, but not required).

• Registered Pharmacy Technician credential in North Carolina is strongly preferred.
• Experience in a medical office or healthcare environment with knowledge of medical terminology is desirable.
• Prior experience with medical claims processing is considered a plus.
• Comfort working in a structured call center environment with performance metrics and quality standards.
• Ability to collaborate with clinical staff, including pharmacists and nurses, and to recognize when clinical escalation is necessary.
• Strong organizational skills and the ability to manage multiple tasks and calls in a fast-paced environment.
• Capacity to learn and adapt to different team or program requirements as workflows evolve.

This position operates in a hybrid work environment based in Cary, North Carolina. Training is conducted fully onsite, Monday through Friday from 9:00 a.m. to 5:30 p.m. for approximately 12 weeks. After successful completion of training and consistent achievement of performance metrics, the schedule transitions to a permanent shift of Monday through Friday, 11:30 a.m. to 8:00 p.m. Eastern Time. At that point, the role typically follows a hybrid model with two days per week in the office and three days working from home.

The work is primarily call…