Pharmacy Technician, Patient Services

Position Summary:

The Pharmacy Technician, Patient Services drives accurate, compliant, and high-touch patient support within a fast-scaling pharmacy operation. This role owns prescription intake, documentation integrity, patient and provider communication, and cross-functional coordination. It accelerates therapy access while protecting quality and regulatory standards and serves as a key control point requiring real-time decision-making that impacts patient access, provider experience, and operational efficiency. Success requires sharp judgment, disciplined execution, and the ability to balance speed, accuracy, and compliance with precision in a high-volume environment. As Empower Pharmacy continues to scale, this technician improves workflows, elevates service consistency, and embraces approved AI tools as force multipliers that enhance productivity, reduce errors, strengthen decision-making, and improve both team and patient outcomes across the business.

Responsibilities:

Patient Intake Excellence

• Prescription Accuracy: Enter prescriptions, demographics, provider details, and medication information with precision, identifying and resolving incomplete or conflicting information to prevent delays, rework, compliance exposure, or downstream errors.
• Documentation Discipline: Maintain complete, audit-ready records across systems, ensuring every patient interaction, verification step, and exception aligns with regulatory requirements and internal standards.
• Issue Resolution: Identify incomplete information early, resolve discrepancies using sound judgment, clarify requirements with patients and providers, and escalate appropriately to preserve turnaround times and operational reliability.

Patient Service Execution

• Patient Communication: Deliver clear, empathetic communication that explains processes, timelines, and next steps while building trust, handling complex interactions, and reducing confusion across sensitive situations.
• Expectation Management: Set realistic expectations regarding documentation, fulfillment, benefits, and follow-up needs, confirming understanding and reinforcing accountability at every stage while supporting provider clarification needs.
• Service Ownership: Manage patient and provider inquiries through resolution, including escalations and de-escalation when needed, closing communication loops quickly and ensuring a consistently responsive, professional service experience.

Operational Performance

• Queue Management: Prioritize daily workload across multiple queues, balance competing priorities, and manage high-volume activities with constant task-switching while maintaining accuracy and service-level expectations.
• Process Improvement: Recognize recurring workflow friction, minimize delays and rework, surface practical solutions, and contribute ideas that increase speed, accuracy, and coordination across Patient Services.
• Metric Discipline: Perform against productivity, quality, and responsiveness goals while directly impacting turnaround times, order accuracy, and overall workflow efficiency through disciplined execution.

Knowledge and Skills:

• Strong command of prescription intake, patient communication, documentation control, and regulated workflow execution within fast-paced service environments requiring accuracy, urgency, and sound judgment.
• Ability to navigate pharmacy systems, CRM platforms, digital communication tools, and workflow queues while maintaining organized records and consistent follow-through.
• Skilled in identifying discrepancies, resolving issues proactively, escalating risks appropriately, and balancing empathy with precision during complex patient and provider interactions.
• Demonstrated willingness to adopt approved AI tools to streamline communication, summarize information, strengthen documentation quality, and improve day-to-day productivity responsibly.

Experience and Qualifications:

• High school diploma or equivalent required. Associate degree or healthcare-related training preferred.
• 2+ years of experience in pharmacy operations, patient services, healthcare support, call center operations, or another high-volume regulated environment requiring problem-solving and prioritization preferred.
• Demonstrated experience handling patient or customer interactions with professionalism, clarity, empathy, and strong follow-through.
• Proven ability to learn SOPs, systems, and process requirements quickly in a fast-changing environment.
• Experience working with documentation standards, quality expectations, and escalations in structured operational workflows.
• Comfort using multiple systems simultaneously and maintaining accuracy while managing competing priorities.
• Willingness and ability to adopt approved AI-enabled workflows that improve efficiency, consistency, and service performance.

Certificates, Licenses, and Registrations:

• Active Pharmacy Technician registration, licensure, or certification as required by applicable state regulations.