Medical Receptionist/Pharmacy Technician

• Answer a high volume of inbound medication-related patient calls and accurately identify the reason for each call. 

• Process and route prescription refill/renewal requests, bridge medication requests, pharmacy changes, prescription transmission concerns, medication issues requiring clinical review, and prior authorization status inquiries. 

• Verify patient demographics, pharmacy information, medication details, and other required information before routing requests. 

• Review the patient chart for relevant documentation and previously submitted requests. 

• Document every patient interaction clearly, accurately, and promptly in the EHR. 

• Communicate professionally with patients who may be frustrated, upset, in pain, or concerned about medication delays. 

• Set appropriate expectations regarding response times, next steps, and established medication-line processes. 

• Communicate with providers, medical assistants, pharmacies, front-office staff, and other departments as needed. 

• Follow medication-line workflows, escalation procedures, HIPAA requirements, and departmental quality/productivity expectations. 

• Recognize clinical questions or urgent concerns and route them appropriately without providing medical advice. 

• 1–2+ years of healthcare experience in a medical office, healthcare call center, patient access center, pharmacy environment, medication line, or similar patient-facing role. 

• Experience handling high-volume inbound calls and documenting while actively speaking with patients. 

• Experience using an EHR/EMR to review patient information and create accurate telephone encounters. 

• Working knowledge of basic medical and medication terminology. 

• Strong computer navigation, typing, multitasking, written communication, and problem-solving skills. 

• Ability to follow detailed workflows, recognize escalation needs, and remain calm with emotionally escalated patients. 

• Previous Pharmacy Technician experience is highly preferred and considered a strong advantage for this role. 

• Experience with prescription refill requests, medication messages, pharmacies, prior authorizations, or clinical teams. 

• Familiarity with prescription terminology, common medication names, pharmacy processes, and communication with pharmacies. 

• Experience with eClinicalWorks (eCW). 

• Experience in pain management, orthopedics, spine care, primary care, specialty medicine, or another setting with frequent medication-related calls. 

• Experience in a healthcare contact center with productivity, quality, service-level, or call-performance expectations. 

• Current Pharmacy Technician certification is not required. 

Please prioritize candidates with the following background: 

• Healthcare call-center, medical-office, or pharmacy experience. 

• Proven high-volume inbound call experience. 

• EHR/EMR documentation experience; eClinicalWorks is a major plus. 

• Exposure to prescriptions, pharmacies, medication refills, prior authorizations, or clinical messaging. 

• Previous Pharmacy Technician experience, especially with patient, provider, or pharmacy interaction. 

• Strong medication/prescription terminology knowledge, documentation skills, reliability, and professional de-escalation skills.