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Enhanced Medication Services Technician (Full-Time)

Enhanced Medication Services, LLC. Orlando, FL
  • Posted: over a month ago
  • $12 to $13 Hourly
  • Full-Time
  • Benefits: Vision, Medical, Dental

Notice: Drug-testing is required for this position.

Job title

Enhanced Medication Services Technician

Reports to

Lead Enhanced Medication Services Technician

Job purpose

Provide telephonic outreach to patients, providers and pharmacies to discuss opportunities for optimizing medication use or other opportunities for improvement of healthcare performance measure related issues. Discussions will focus on ensuring patients are able to receive needed care, obtain and take their medications and gain access to healthcare services and opportunities. Works to maximize pharmacy, health plan, and healthcare provider performance on healthcare-related quality measures through effective telehealth communication with patients and coordination with patient caregivers and providers.

Duties and responsibilities

  • Primarily makes outbound calls to patients, providers and pharmacies; receives and responds to inbound calls as well
  • Ensures call resolution by discussing purpose of call, following call protocols, and effectively addressing contacted party’s concerns, escalates calls as necessary according to protocol
  • Performs functions such as: accurate gathering of medication list, demographic information, and basic health information; assessing medication adherence barriers, and other functions as required for service protocols
  • Provides information to patients by explaining call purpose, answering questions and referring to appropriate resource
  • Attends all required training sessions to stay updated on skills, policies, and procedures
  • Follows all policies and procedures including security, confidentiality, and privacy procedures as required by HIPAA and company policy
  • Other duties as assigned


Required Qualifications

  • High school diploma or GED
  • Intermediate oral and written communication skills
  • Ability to understand and interpret information from oral and written sources
  • Exemplary customer service skills
  • Excellent phone and conversational skills
  • Basic computer proficiency
  • High level of professionalism
  • Uses and pronounces medical and pharmacy terms correctly
  • Understands the role that technicians and pharmacists play in patient care
  • Highly dependable
  • Reliable means of transportation to place of employment

Preferred Qualifications

  • Certified Pharmacy Technician (PTCB) and/or registered pharmacy technincian in the state of Florida
  • Previous call center, retail or managed care experience
  • Proficient with MS Office
  • General knowledge of medication indications and therapeutic classes

Working conditions

  • Incumbent must be able to work nights, weekends, and holidays as required by client needs
  • Incumbent must be able to work with challenging customers (patients, providers, etc) to resolve customer service issues and complaints
  • Incumbent must be able to work in a call center environment

Physical requirements

  • Incumbent must be able to remain seated for long periods of time, talk on the phone and perform computer data entry for long periods of time
  • Incumbent must be able to speak, hear, see, read, write, type, and dial

Direct reports

  • This position will have no direct reports

Enhanced Medication Services, LLC.

Enhanced Medication Services is the premier clinical services delivery channel connecting health plans to community pharmacist through our fully integrated end-to-end dispensing and clinical services platforms. We combine an industry leading clinical services center with an expansive network of community pharmacies allowing for the transformation of the community pharmacy into a powerful clinical services engagement hub. Our mission is the optimize medication use for people, health plans, and health systems. Our model stands on four pillars- People, Passion, Persistence, and Performance. We provide high-quality, clinical intervention outreach services to patients and providers in collaboration with pharmacies and health plans. We work with patients to ensure they take their medications and resolve medication-related problems. We engage providers to facilitate needed prescription updates and changes. Our interventions provide a "quality lift" for our partner pharmacies and health plans to achieve high level performance on quality measures and improve health outcomes. Our services include comprehensive medication therapy management services, refill sync coordination, medication adherence outreach, pharmacogenomic consulting and other targeted interventions to patients and providers.


6021 S. Rio Grande Avenue, Orlando, FL 32809
Orlando, FL


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