Pharmacy Concierge

Job Summary

The Complex Care Concierge Technician will be responsible for providing engagement and retention services for members engaged in chronic health disease services at AbsoluteCare. This role will serve as the primary point of contact (inbound/outbound) for members, and will be responsible for some or all of the below types of activities: responding to patient requests and inquiries regarding prescription drug plan coverage and fulfillment through the pharmacy; status checks on prescriptions; assisting with member adherence monitoring and member retention; responsible for providing knowledgeable and courteous customer assistance and response to members, providers, and pharmacy team member inquiries; serves as a point of contact between patients, pharmacy, liaisons, clinical providers, and various internal functional areas.

Duties and Responsibilities

Patient Engagement & Retention in Care

• Provide superior customer service experience for each member, ensuring a welcoming and supportive environment.
• Conduct proactive outreach to address medication issues and support continuous medication management.
• Focus on high-value medications to support retention in care.
• On call to assist in transitioning members to AbsoluteCare pharmacy services during clinic visits and respond to in-clinic pharmacy service needs.

Medication Coordination & Adherence Support

• Coordinate medication refills and deliveries for chronic disease medications in collaboration with pharmacists.
• Track and manage adherence for long-acting injectables and other specialty medications.
• Maintain and update high-priority medication and adherence tracking spreadsheets.
• Serve as a subject matter expert on compliance/adherence packaging and support prescription clarification with pharmacists.

Operational & Clinical Support

• Assist Clinical Pharmacists with member-related tasks, including outreach calls, urgent delivery coordination, and operational support.
• Monitor and support patient adherence in coordination with the clinical care team and program leadership.
• Participate in Population Health meetings and physician huddles to support care coordination.
• Identify trends, resolve problems, recommend improvements, and implement changes to enhance service delivery.

Communication & Collaboration

• Coordinate with pod teams and pharmacy staff to maintain accurate demographic and medication information.
• Communicate medication discrepancies and updates to care teams and ensure EMR accuracy.
• Collaborate with pharmacists and clinicians to support medication adherence and education efforts.

Professionalism & Development

• Maintain confidentiality and protect organizational value in all interactions.
• Stay current by participating in educational opportunities, reading professional publications, and engaging in professional networks.

• Other duties and/or responsibilities may apply

Experience and Requirements

• Required Licensure/Certification: We are seeking experienced pharmacy technicians who are state registered as a pharmacy technician, or who will acquire such credentials within 3-6 months of acquiring role. Nationally certified as a CPhT or equivalent is strongly preferred. Should additional licensure need to be obtained, the applicant will commit to obtaining the required licensure within a mutually agreed upon timeframe. Continued employment is contingent upon meeting these requirements.

• If the candidate's state of residence does not have a state registration available, then the National certification is required at time of hire. Should additional licensure need to be obtained, the applicant will commit to obtaining the required licensure within a mutually agreed upon timeframe. Continued employment is contingent upon meeting these requirements.

Experience and Education Requirements:

• S. Diploma/GED (Required)
• 1+ years experience as a pharmacy technician in a community outpatient, specialty or infusion pharmacy (Required)
• Preferred Experience experience working patients with complex medication needs (HIV programs strongly preferred) , supporting medication adherence, working and with interdisciplinary clinical care teams

Additional Knowledge, Skills and Abilities

• Excellent writing and interpersonal communication skills, particularly for communicating with a wide variety of individuals from diverse backgrounds.
• Ability to adhere to policy and procedures and maintain clear professional boundaries
• Attention to detail and ability to chart and enter data accurately
• Ability to accurately convey scientific information accurately in plain language
• Familiarity with PioneerRx pharmacy software and eClinical Works electronic health record.

Skills : Strong interpersonal communication skills, exceptional phone skills, comfortable with proactively engaging patients telephonically and in person, comfortable reaching out to on-site clinicians, payers, and pharmacies telephonically, highly proficient in Microsoft Office particularly Excel and Word; able to quickly learn other programs; strong organizational skills a must

Traits : Organized, high-integrity, high accountability, attention to detail, dependable, quality focus, empathetic, good listener/communicator, collaborative, consistently arrives to work on-time with minimal unscheduled time off

Other: Energetic, highly motivated, team player with strong personal and communication skills, ability to sit and/or stand with focus at a workstation for a long period of time; discretion and confidentiality essential as position deals with highly sensitive and private data

Working conditions

This job operates in a professional pharmacy office environment. This role routinely uses general office equipment. Exposed to diseases and infections of patients daily. May share workspace with other technicians and staff.

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Ability to remain stationary for long periods of time.
• Constantly operates the computer, keyboard, copy and fax machine, phone, and other general office equipment.

• Ability to occasionally move objects up to 20 lbs.

Direct reports

None.

All Employees are expected to maintain the security and privacy of all information that is owned by AbsoluteCare or maintained on behalf of the companys patients, employees, and business partners. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time. This description reflects managements assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. This job description is subject to change at any time.