Specialty Pharmacy Technician

Why UT Southwestern?  

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. At UT Southwestern, we invest in you with opportunities for career growth and development that align with your future goals and help to provide security for you and your family. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more that are all available on the day you start work. UT Southwestern is honored to be a Veteran Friendly work environment that is home to approximately 800 veterans.  We value your integrity, dedication, and the commitment you’ve made to our country.  We’re proud to support your next mission.  Ranked by Forbes as one of the Top 10 National Employers, we invite you to be a part of the UT Southwestern team where you’ll discover teamwork, professionalism, and consistent opportunities for growth. The #1 Best Hospital in DFW | UT Southwestern Medical Center (utswmed.org)

To learn more about the benefits UT Southwestern offers, visit https://www.utsouthwestern.edu/employees/hr-resources/

Job Summary

The Pharmacy Technician is responsible for filling prescriptions, packing, and shipping of products and all other job related services performed in the pharmacy.  The Pharmacy technician is also responsible for prior authorizations and timely refill calls to patients.  

The UTSW Specialty Pharmacy Technician’s responsibilities include:

• Making welcome call to the patients introducing them to UTSW Specialty Pharmacy Services,
• Conducting benefits investigations,
• Obtaining Prior Authorization for medications,
• Utilizing EHR/EPIC System competently for gathering clinical and insurance information,
• Providing financial assistance to specialty pharmacy’s patients (researching manufacturer assistance programs, grants/foundations),
• Making financial responsibility call to patients/caregivers providing medication coverage, copay, and assistance information,
• Coordinating with social work on patient benefits. 
• Performing other specialty retail pharmacy technician duties as assigned.

Additional responsibilities:

• Assist the Pharmacist in reviewing, processing, preparing, filling, labeling and dispensing of medications and supplies.
• Answer telephones responding to questions or requests.
• Clean equipment, and maintains all required temperature logs.
• Assist with full inventory and cycle counts.
• Assist with putting away newly received inventory in the appropriate location in the pharmacy.
• Receive inbound and outbound calls to patients or MD Offices regarding orders for medications.
• Coordinate patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, verifying patient and payment information, notifying the pharmacist of changes in the patient’s condition.
• Document information received from calls and provides notification of any urgent orders, shipping related issues and any errors, complaints or compliments to the appropriate party or system.
• Performs other duties as assigned.  

Experience and Education

• High school diploma or equivalent 
• Registration with Texas State Board of Pharmacy (TSBP) as a Registered Technician or Pharmacist Intern is required and national certification with Pharmacy Technician Certification Board (PTCB) is preferred.
• Basic Life Support (BLS) certification with course accredited by the American Heart Association (AHA) or American Red Cross (ARC) required by start date. 
• Minimum of One (1) year of experience as retail pharmacy technician or equivalent is required, specialty pharmacy experience preferred 
• Basic computer skills, data entry, filing 
• English (speaking, reading, writing). Good general health and stress coping ability. Moderate physical effort: prolonged standing/walking, occasional lifting/carrying (up to 25 lbs), reaching, bending, crouching, etc.  

Job Duties

• Assists the Pharmacist in reviewing, processing, preparing, filling, labeling and dispensing of medications and supplies as allowable by law. Answers telephones responding to questions or requests.
• Ensures necessary communications are provided to the customer, such as instructions, side effects and medication descriptions. Arranges customer consultations with Pharmacist, when requested. Cleans equipment, and maintains all required temperature logs as per corporate Policy and Procedures. While completing fulfillment functions, checks medication and administration supply inventory for out-of-date products, removes products from inventory and works with the appropriate resource to record out-of-date products.
• Processes incoming orders to determine that items ordered were shipped and that items shipped are the same as items invoiced to the Pharmacy. Checks items for appropriate ‘shelf life’ remaining before expiration. Affixes price stickers to the items ordered and places on stock shelves or in refrigerator, when required. Assists with full inventory and cycle counts. Assists with putting away newly received inventory in the appropriate location in the pharmacy. Performs related duties as assigned or requested.
• Loads the appropriate insurance plan to the patient’s profile for adjudication, runs test claims and makes the necessary outreach to the Health Plan (HP) and/or Pharmacy Benefit Manager (PBM) to resolve rejected claims and/or contact patients and/or prescribers to collect additional information or data needed for a successful claim submission (i.e. patient demographics, new insurance information). 
• Assist nurses with the prior-authorization process by completing Cover My Meds. Places outbound calls to patients or physicians’ offices to obtain additional information needed to process the script or to notify of delay in processing script. Assists in obtaining new prescriptions if a plan considers selected products appropriate based on patient need. Records and processes orders and/or inquiries received by fax, mail, telephone, and/or through patient direct contact. Provides timely response to patients’ inquiries by telephone and/or email, consistent with service and quality standards. 
• Receives inbound and outbound calls to patients or MD Offices regarding orders for medications, pharmacy services and all other inquiries. Coordinates patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, verifying patient and payment information, notifying the pharmacist of issues or changes in the patient’s condition. Provides correct information or directs the call to the appropriate team member or department while maintaining a high level of professionalism.
• Ensures that good patients’ relations are maintained, and patients’ claims and complaints are resolved fairly and effectively. Contacts the pharmacists to alert them of any changes in patient’s condition, compliance issues due to patient not taking medication or side effects, or to transfer a patient directly to pharmacist for counseling. Complete all additional special handling duties as assigned including but not limited to drug shipment notifications and Adverse Drug Event Reports.
• Complete other stages of the order process as assigned including but not limited to scanning prescriptions, Image Indexing, Pre-QA, Intake Prep and work issues.
• Documents information received from calls and provides notification of any urgent orders, shipping related issues and any errors, complaints or compliments to the appropriate party or system. Performs other duties as assigned.    

Knowledge, Skills & Abilities

• Analytical – Uses intuition and experience to complement data.
• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills – Strives to continuously build knowledge and skills; Shares expertise with others. 
• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.
• Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
• Written Communication – Writes clearly and informatively; Able to read and interpret written information. 
• Teamwork – Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit.
• Business Acumen – Conserves organizational resources. 
• Diversity – Demonstrates knowledge of EEOC policy; Shows respect and sensitivity for cultural differences; Supports affirmative action and respects diversity.
• Ethics – Treats people with respect; Works with integrity and ethically; Upholds organizational values.
• Organizational Support – Follows policies and procedures; Supports affirmative action and respects diversity.
• Planning/Organizing – Uses time efficiently. Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration, regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Monitors own work to ensure quality.
• Safety and Security – Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability – Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality – Is consistently at work and on time.
• Dependability – Follows instructions, responds to management direction.
• Initiative – Asks for and offers help when needed.  

Working Conditions

• Work is performed primarily in UT Southwestern Specialty Retail Pharmacy  

This position is security-sensitive and subject to Texas Education Code §51.215, which authorizes UT Southwestern to obtain criminal history record information. UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.