• Job Description

  Req#: KBTXPT506
  Remote, Texas-focused sourcing - candidates located in the Dallas, Austin, San Antonio hubs are preferred; HM is willing to consider strong candidates from other Texas locations.
  
  The Pharmacy Technician is responsible for placing outbound calls to physician offices to obtain verbal authorization for prescription refill renewals when previous outreach attempts have not received a response. This role supports continuity of patient care by ensuring refill requests are addressed in a timely and compliant manner while maintaining professionalism and accuracy in all communications.
  
  Required Skills and Qualifications
  
  Strong verbal communication and professional phone etiquette.
  Ability to speak confidently with physician office staff and healthcare professionals.
  Basic computer proficiency and ability to navigate multiple systems simultaneously.
  Strong attention to detail and accurate documentation skills.
  Ability to manage repetitive tasks while maintaining quality and focus.
  Ability to set up computer, vpn and other applcaiton at home
  Ability to work independently and as part of a team.
  
  Preferred Qualifications
  
  Previous experience in a call center, healthcare, pharmacy, or customer service environment.
  Familiarity with prescription refill processes and medical office workflows.
  Knowledge of HIPAA regulations and patient confidentiality requirements.
  
  Performance Expectations
  
  Meet established productivity goals for outbound call volume.
  Maintain accurate and complete documentation of all interactions.
  Demonstrate professionalism and courtesy during all provider office interactions.
  Adhere to quality, compliance, and attendance standards.
  Support team goals related to turnaround times and refill authorization completion rates
  
  Working Conditions
  
  Primarily sedentary work performed in a remote call-center environment.
  Extensive telephone and computer use throughout the workday.
  High-volume outbound calling environment requiring sustained focus and attention to detail.
  WFH Expectations include
  Workspace must be in a room with a lock
  Workspace must be free of outside noise
  Potential candidate should ensure any children or other caretaking requirements are managed during shift
  
  Duties
  Work a designated outbound call queue focused on prescription refill renewal requests.
  Contact physician offices, clinics, and authorized medical staff to obtain verbal refill authorizations.
  Clearly communicate prescription details and refill requests to provider offices.
  Accurately document call outcomes and authorization information in company systems.
  Follow established call scripts, workflows, and compliance guidelines.
  Escalate complex cases or concerns to designated pharmacy personnel or supervisors.
  Maintain productivity and quality standards while working through assigned workloads.
  Identify and document barriers to obtaining refill approvals.
  Ensure all patient and provider information is handled in accordance with HIPAA and company policies.
  Participate in training sessions, team meetings, and coaching opportunities as required.
  
  Experience
  Minimum (1) year experience required in a customer service position with high volume call center experience; preferably in healthcare, social services, or a similar service position.
  
  Education
  
  Verifiable High School diploma or GED is required.
  PTCB Certificate
  Texas State License for Pharmacy
  
  Call Volume
  Target: Approximately 100 outbound calls per day
  
  Average call length: 3.5-4 minutes
  
  Calls primarily involve:
  
  Physician offices
  Clinic staff
  Prescription refill authorization requests
  Voicemail outreach
  Queue Size
  Current queue contains roughly 10,000 orders
  Significant workload available
  Strong need for productivity and urgency
  Training
  Extremely short ramp-up
  Approximately one day of training
  Single queue/function
  Candidates expected to become productive quickly
  
  Team Info:
  
  Lead support available
  Team resources available for escalations and questions
  Candidates need to be self-starters
  
  Top Three Skills
  
  1. High-Volume Outbound Call Center Experience
  
  Required Depth
  
  Minimum 1 year
  Comfortable making 100+ outbound calls daily
  Strong phone presence
  2. Pharmacy / Refill Authorization Experience
  
  Required Depth
  
  Prescription refill workflow exposure
  Physician office communication
  Pharmacy operations knowledge
  3. Self-Sufficiency in a Remote Environment
  
  Required Depth
  
  Ability to work independently
  Comfort troubleshooting technology
  Ability to set up workstations and equipment
  
  Notes:
  
  Primary schedule:
  
  Monday-Friday
  8:00 AM-4:30 PM CST
  Limited flexibility available but 8:00 AM CST is the earliest permissible start time.
  
  Fully remote (never coming onsite)
  
  VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status

• About the company

  The best remote jobs for you

Notice