Team Lead, Pharmacy Refill Service

Job Summary:

The Team Lead, Pharmacy Refill Service is an important colleague of ArchWell Health Pharmacy Team. Reporting to the Director of Clinical Pharmacy, the Team Lead will be leading a team of Pharmacy Technicians providing support and collaborating with other healthcare team members in a virtual environment to optimize the pharmaceutical care for our members. This individual will provide and coordinate training when onboarding new team colleagues, ensure smooth daily operations of the team, and support clinical programs per existing protocols and assist members with navigating the medication use aspects, including reviewing components of their plan benefits. An ideal candidate will have a deep understanding of Refill Service workflow and Medicare Advantage prescription benefits, possess strong attention to detail, and be driven by a passion to empower team colleagues.

Duties/Responsibilities:

• Provide operations oversight of Refill Service Pharmacy Technicians, including maintaining training and periodic competency evaluation
• Coordinate and conduct trainings to new Pharmacy Technicians during onboarding process
• Participate in the hiring process of new colleagues as needed
• Optimize operational Central Pharmacy Refill Service workflow as needed
• Assist with other pharmacy departmental clinical programs or initiatives as the need arises
• Review and process pharmacy refill requests, either via faxes, EMR routes, or direct incoming calls, per established protocol while meeting the expected turnaround time
• Conduct telephonic outreaches and answer incoming calls regarding patient's medication use, including but not limited to medication adherence, and assist with refilling and following-through in a prompt and respectful manner
• Access medication adherence gap portals or lists and review member's medical chart notes to determine appropriate action
• Collaborate with other pharmacy staff, providers, and their care teams as needed to resolve any issues or discrepancies related to medication use
• Ensure that all tasks are completed timely, documented accurately, and in accordance with regulations (including HIPAA) and organizational standards
• Attend staff meetings and provide input into current trends, process evaluation, and quality improvement
• Additional duties, as assigned

Required Skills/Abilities:

• High degree of emotional intelligence and integrity, resilient and focused work ethic, with adaptability to handle frequent changes with a positive attitude
• Ability to lead and mentor colleagues effectively and respectfully
• Self-starter with the ability to think creatively and work effectively
• Excellent customer service, including telephone etiquette skills, active listening skills, and the ability to follow-through with patients or staff members
• Strong attention to detail and possessing good alpha/numeric data entry skills with minimal errors
• Intermediate proficiency in Microsoft Office Suite products including Word, Outlook and Excel plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
• Ability to travel on occasion for company meetings

Education and Experience:

• High school diploma or equivalent education (GED) required
• Registered Pharmacy Technician with a state board of pharmacy
• Minimum of five (5) years of experience as a Pharmacy Technician, with a minimum of six (6) months of Refill Service required
• Leadership or managerial experience a plus
• Experience working with geriatric patients or a medication adherence program is a plus
• Embodies and serves as a role model of ArchWell Health's Values:
  • Be compassionate
  • Strive for excellence
  • Earn trust
  • Show respect
  • Stay resilient
  • Always do the right thing

About ArchWell Health:

At ArchWell Health, we're creating a community of caring designed to help our members stay healthy and engaged. By focusing on a strong provider-patient relationship, routine wellness, and staying active, our members enjoy a higher level of care and better quality of life after the age of 60. Everything we do is for seniors. We believe seniors should be heard, listened to, and given ample time by their physicians to live well later in life.

Our value-based care model is designed to prevent illnesses while keeping members healthy and happy in every aspect of their life. We deliver best-in-class primary care at comfortable, accessible neighborhood centers where older adults can feel at home and become part of a vibrant, wellness-focused community. We're passionate about caring for older adults and united by the belief that caring has the power to change everything for our members.

ArchWell Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification.