Pharmacy Tech/Customer Support Agent

Responsibilities:

H-E-B operates over 290 pharmacies throughout Texas, employing over 1,000 Pharmacists while maintaining a 6:1 technician support ratio. Joining the H-E-B Pharmacy team is an opportunity to make a difference, help people live healthier lives, and provide a level of service that extends beyond filling prescriptions.

As a Customer Support Agent, you'll handle customer and prescriber calls while supporting Pharmacy Team efforts to provide superior customer service that exceeds patient expectations.

Once you're eligible, you'll become an Owner in the company, so we're looking for commitment, hard work, and focus on quality and Customer service. 'Partner-owned' means our most important resources--People--drive the innovation, growth, and success that make H-E-B The Greatest Omnichannel Retailing Company.

Do you have a:
HEART FOR PEOPLE... willingness to work in a team environment?
HEAD FOR BUSINESS... understanding of how customer service affects our reputation?
PASSION FOR RESULTS... drive to self-motivate, and work with little direct supervision?

We are looking for:
- 2+ years of experience as an H-E-B Pharmacy Technician; Pharm Tech certification

What is the work?
Customer Service / Compliance:
- Provides / role-models superior customer service
- Answers 11-13K calls per week; directs calls to appropriate people and Stores
- Manages exception station; solves third-party issues
- Receives / processes electronic, faxed prescriptions from providers in RxEVO; verifies complete and accurate patient information; processes third-party prescriptions; manages adjudication review
- Schedules flu and COVID-19 appointments via online scheduling tool
- Supports emergency phone data entry to pharmacies closed due to catastrophic events
- Serves as subject matter expert for Rx section of MyHEB app; troubleshoots app tech issues; assists customers with creating online accounts
- Transfers prescriptions for non-CC stores in areas where competitor pharmacies have closed and local H-E-B pharmacy unable to manage increased workload and call volume
- Sets up prescription deliveries
- Accepts / documents calls from customers and outside parties; accurately enters all inquiries into call management system
- Assists in diffusing customer complaints; escalates call to Supervisor as necessary
- Prepares patient profiles and doctor files for merging; notifies Store Support; verifies complete patient and doctor information in patient profile
- Processes customer refill requests; ensures accurate processing of refill requests at appropriate Store location
- Handles third-party issues that arise in prescription processing
- Assists patients with locating medications when not available in Store
- Promotes H-E-B Pharmacy marketing initiatives
- Complies with HIPAA regulations to ensure privacy and confidentiality of personal health information (PHI)
- Ensures Pharmacy compliance with ORT; complies with SOP outlined for oral / transferred hard copies

What is your background?
- High school diploma
- 3+ years of experience in a pharmacy
- 2+ years of experience as an H-E-B Pharmacy Technician
- Pharmacy Technician certification; TSBP Technician registration certificate
- Completion of H-E-B Pharmacy Technician requirements

Do you have what it takes to be a fit as an H-E-B Pharmacy Customer Support Agent?
- Strong working knowledge of RXEVO application and H-E-B Pharmacy-related SOPs
- Familiarity with current H-E-B Pharmacy-related initiatives
- Strong skills in MS Office
- Strong verbal / written communication and customer service skills
- Math skills (including calculating measurements)
- Ability to manage multiple priorities and shift focus between tasks
- Ability to comfortably communicate with customers, medical professionals, etc.
- Ability to maintain composure in high stress situations
- Ability to make sound decisions based on SOPs with little direct supervision
- Ability to work in a team environment
- Willingness to cross-train

Can you...
- Function in a fast-paced, retail, office environment
- Work rotating shifts; remain flexible based on business needs; sit for extended periods
- Regularly lift up to 20 Ibs
- Stay current on TSBP registration (renew every two years as required); maintain continuing education credit certifications

05-2023

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