Temporary Pharmacy Refill Technician - Call Center

Posted: 04/12/2021

Under the direction of the Prescription Refill Lead Technician, the Prescription Refill Technician will coordinate the functions of the refill line.  This is a temporary, non-benefits-eligible position.
Please submit your application HERE.

Representative Duties:

1. Coordinates and monitors the Refill Line and other prescriptions requests

  • Checks refill line for messages hourly
  • Endeavors to answer refill line live
  • Checks prescription boxes throughout the day as needed for paper scripts and distributes per patient request
  • Checks fax machines throughout the day as needed for prescription requests and distributes or enters into EMR
  • Serves as training resource for Medical Assistants assisting with faxed prescriptions
  • Works to promote Fenway Pharmacy
  • Facilitates the prescription prior authorization process

2. Provide phone support for general patient inquiries on the Refill Line/Nursing lines

  • Telephones, faxes or mails prescription refills to pharmacy per medical provider authorization
  • Answer each phone call in a cheerful, welcoming and professional manner
  • Refer unusual or difficult situations to supervisor
  • Is polite and efficient in assisting patients in obtaining the information a patient needs or sending them to the person that can help them
  • Calls patients at Pharmacist's direction, or as needed to obtain demographics or insurance information

3. Effectively communicates with patients, co-workers on Pharmacy team, in medical department and across departments

  • Demonstrates competency in EMR, WinRx, and Microsoft Outlook
  • Attends and participates in regularly scheduled general staff meetings as directed.
  • Maintains familiarity with emergency codes

4. Provides clerical support and administrative assistance as directed

  • Demonstrates competency in alphabetizing, filing, faxing and other duties to support Nursing/ Refill line’s administrative office needs
  • Assists with prescription call in as needed

5. Interacts with patients and providers

  • Answers phone and greets patients
  • Always interacts with customers and coworkers in a patient,  professional and respectful manner
  • Takes all steps to preserve patient confidentiality
  • Appropriately triages patients to pharmacist when unable to meet requests
  • Accepts refill requests from patients and providers

6. Meets Agency Participatory Expectation

  • Adheres to all agency and departmental policies and procedures
  • Participates in quality assessment and improvement activities as requested
  • Adheres to the highest principles of patient and client confidentiality
  • Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
  • Attends all required meetings, in-services and professional trainings
  • Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
  • Serves on agency committees and in professional organizations when requested

7. Performs related duties as required


  • High School Diploma
  • Pharmacy Technician Certificate (CPhT) required
  • Prior experience working in a pharmacy preferred
  • Understanding of basic medical terminology
  • Current CPR Certification
  • Excellent customer services skills and computer skills
  • Experience with electronic medical records is preferred
  • Experience working with a diverse work staff and patient population
  • Bi-lingual, Spanish/English a plus

Ability to meet the following physical requirements with or without reasonable accommodations:

  • Sit at a computer station or stand at a counter for extended periods of time
  • Ability to keyboard for extended periods of time
 We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 11 paid holidays, paid vacation, and more. 
LGBTQ-identified persons, people of color, and others from historically underrepresented communities are encouraged to apply.