Supervisor - Tecnico de Farmacia BL at Insight Communications – San Juan,

GENERAL DESCRIPTION

The Call Center Pharmacy Technician provides telephone support to patients, providers, and insurance companies, managing prescription authorizations, prior authorizations, and benefit verifications in compliance with Puerto Rico regulations. This role focuses on delivering accurate, empathetic, and efficient service, ensuring proper documentation of each interaction and timely resolution of medication-related inquiries. The technician must maintain clear communication, effective call control, and a service-oriented approach, with the goal of ensuring high-quality care and patient satisfaction.

rESPONSABILITIES and duties

Handle inbound calls from pharmacies.Manage administrative pre-authorizations, including cases related to travel, costs, and other scenarios defined during the training process, ensuring compliance with established guidelines.Verify insurance eligibility, benefits, and coverage in the corresponding systems.Validate, enter, and process medical prescriptions in the assigned platforms, as well as create cases inRxPath.Providebasic guidance on medications, prescription status, and related processes.Accurately and promptly document all interactions in the systems.Efficiently manage multiple systems and databases simultaneously.Meet quality metrics, productivity standards, service levels, and response time requirements.Maintain information confidentialityin accordance withHIPAA and applicable regulations.Identifyand escalate cases requiringadditionalintervention or pharmacist review.Follow company policies, procedures, and established guidelines.Notify supervisor of any situation that may affect operations, whether related to clients or employees that mayimpactthe proper functioning of the company.Any other taskdesignatedby the immediate supervisor or manager, not limited to the above.work experience requirements

Minimum 6 months of experience as a Pharmacy Technician and in customer service in a Call Center (preferred).Basic knowledge of pharmaceutical processes and patient care.Experience handling high call volume (preferred).Knowledge of pharmaceutical terminology and medications.Pharmacy systemsproficiency.Ability to work with multiple systems simultaneously.Basic knowledge of health insurance benefits (Medicare, Medicaid, commercial plans).Proficiencyin technology tools and computer equipment.Good keyboard management and data entry skills.Excellent verbal and written communication skills with clear diction.Active listening skills and telephone contact abilities.Customer service orientation and patient empathy.Ability toidentifyand respond to customer needs.Ability to manage pressure and high workload.Attention to detail and accuracy in information handling.Adaptability to interact with different customer profiles.Teamwork and collaboration.High sense of responsibility, ethics, and professionalism.Availability to work rotating schedules and shifts.Bilingual — Spanish and English (spoken and written) preferred.academic requirements

Active registration as a Pharmacy Technician with the Puerto Rico Board of Pharmacy Examiners (Law 247-2006). Valid PTCB (Pharmacy Technician Certification Board) orExCPTcertification.Courses or certifications related to the field.

physical demads

Work is primarily sedentary,approximately 7to 8 hours, to successfully fulfill essential functions.Constant exposure to computerized equipment to perform job functions.Vision, speaking, and hearing arerequiredto execute functions and be understood.Must be available to work overtime when operational needs require it.