Pharmacy Technician Liaison - PACE 

Los Angeles, CA

POSITION SUMMARY

The Pharmacy Technician Liaison – PACE position serves PACE customers by answering inquiries, resolving problems, fulfilling requests to ensure excellent service standards and maintain high customer satisfaction.  This position requires onsite work at PACE customer centers to further strengthen customer service between Grane Rx and the PACE center staff.  This position will work full-time at a customer center in Los Angeles, CA.

KEY RELATIONSHIPS

The Pharmacy Technician Liaison – PACE reports directly to the Director of Pharmacy Services.  This position works directly with center staff, nurses, providers, and leadership at Los Angeles PACE centers on a daily basis.  This position also works with Grane Rx team members, including Pharmacy Operations team members, Consultant Pharmacists, Billing associates, and Inventory team. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Onsite attendance at PACE center as directed by Grane Rx leadership. Team member will primarily work onsite at PACE centers, with the remainder of work being completed at the team member’s home office. 
• While onsite at each center, team member will assist with initiatives/questions for either center at any time.
• This position will act as the point person for all initial questions or concerns for center and clinic staff. Team member will be responsible for escalating all quality-related occurrences to the Grane Rx Quality team, as well as escalating any service issues to Grane Rx leadership.
• Team member will be tasked with the following directives on a continuous basis, including but not limited to:
  • Assist with daily pharmacy needs, including troubleshooting and resolving any quality-related occurrences;
  • Coordinate with White Glove Delivery management and couriers to assist with daily and cycle deliveries;
  • Train new center staff team members and conduct refresh trainings on pharmacy protocols;
  • Solicit feedback from center staff while observing PACE center protocols to improve upon mutual standard processes;
  • Act as a liaison for any customer concerns or escalations;
  • Process refill requests and tracking requests from clinic staff and participants;
  • Communicate with outside providers to support PACE participants’ continuity of care;
  • Assist with reordering and maintaining center stock supply while supporting centers’ protocols surrounding center/provider stock;
  • Obtain clarifications from providers for any clinical questions sent from the Grane Rx Customer Care team.
• Team member shall maintain a Leader Standard Work report, which will be due to Pharmacy Manager each week.
• Identify and escalate priority issues to Pharmacist-in-Charge and/or appropriate department manager(s).  Examples: cycle box delivered to incorrect member(s), pain medication not delivered and facility upset and emergency verbal requests, etc.
• Follow procedures, guidelines/SOPs to ensure compliance is maintained.
• Competent in software systems that include FrameworkLTC, FrameworkECM, and Automated Packaging System.
• Additional duties as assigned by manager.

EXPERIENCE, SKILLS AND EDUCATIONAL REQUIREMENTS

• Minimum of 3 years’ experience working as a pharmacy technician.

• Preferred experience in long term care or PACE pharmacy.
• High School Diploma or equivalent required.

• Proven customer support experience – passion for excellence with respect to treating and caring for customers.
• Strong attention to detail – interested in preventing errors and solving problems.
• Strong phone contact handling and active listening skills.
• Strong work ethic and team player mindset.

• Experience using word processing, spreadsheet, database, internet and e-mail, pharmacy information systems required.

ADDITIONAL SKILLS AND REQUIREMENTS

• Ability to read, write, speak and comprehend English.
• Ability to use good judgment.
• Ability to work in a fast paced, challenging and technical environment.
• Ability to work with teams.
• Active listening skills.
• Adaptability.
• Attention to detail and accuracy.
• Attention to detail and completion of all workflow steps.
• Customer service orientation.
• Excellent communication skills – verbal and written.
• High energy level.

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