Purpose: The Pharmacy Support Assistant will focus primarily on providing direct support to customers at the retail pharmacy site. Additionally, the Pharmacy Support Assistant will provide support to the Pharmacy Technicians and the Staff Pharmacists to triage to ensure customers in the pharmacy waiting for service are completed in a timely manner and to serve as a conduit of communication. Also, the Pharmacy Support Assistant will collaborate with the Pharmacy Central Support Assistant on customer service, clerical and administrative support, and to be the primary Pharmacy site staff member to receive incoming calls transferred in from the Pharmacy Central Processing.

　　Key Job Responsibility Areas

　　Customer Service

　　Support Duties

　　Basic Data Entry Support

　　Miscellaneous

　　Detail of Key Job Responsibility Areas

　　Customer ServiceProvide direct customer service at Pharmacy point-of-sale stations

　　Prescription pick-up and drop off, including refill requests

　　Customer queries

　　OTC sales

　　Referral to appropriate staff for more complex issues

　　Listen to Pharmacy site general mailbox voice messages

　　Make any return phone calls, or triage to appropriate Pharmacy staff member for follow-up

　　Answer incoming phone calls transferred from Pharmacy Central Processing

　　Inform Pharmacy Central Support Assistant of all required patient follow-up phone calls, or make the call as needed

　　Collaborate with Pharmacy Central Support Assistant on all pending return to stock phone calls

　　Collaborate with Pharmacy Central Support Assistant on any additional patient phone calls as needed

　　Support DutiesGeneral clerical support for Pharmacy site(s)

　　Work in collaboration with Pharmacy Central Support Assistant on site-specific required filing

　　Re-send any pending outstanding refill requests under direction of Pharmacy Technicians

　　Work with Supervising Pharmacist to ensure all required documents, registrations, etc. are posted

　　Oversight of all electronic Pharmacy site messaging and prescription status displays

　　Basic Data Entry SupportAssist data entry staff

　　IVR refills

　　Patient portal refills

　　Mobile app refills

　　Provider refill (re-)requests

　　Provide support to data entry in entering/updating all new patient information

　　Patient demographics

　　Insurance information

　　Delivery information

　　MiscellaneousRepresent Trillium at organizational and community events in efforts to build collaborative relationships with key business partners and sponsors, and to promote the Trillium Health brand, mission and vision.

　　Requires the ability and commitment to respect and support inclusiveness and diversity including but not limited to individuals of different backgrounds, cultures, races, ages, sexual orientations, gender identities or expressions, experiences, opinions, etc.

　　Requires individual demonstration of commitment to the One Trillium behaviors and business impacts and modeling them in the organization.

　　Responsible for maintaining confidentiality of all patient, client, employee, protected and proprietary information.

　　Employees are accountable for meeting the performance standards of their departments and must participate as requested in compliance audits, process improvement and quality improvement plans.

　　Other duties as assigned.

　　Qualifications

　　High School diploma required or Associates Degree strongly preferred. 1-3 years customer service and/or retail experience required. Ability to speak Spanish and or ASL preferred but not required. Excellent interpersonal, verbal and written communication skills are required. Additional requirements include good computer/internet and phone skills, organization, attention to detail and the desire to work as a part of a team. Must be extremely customer oriented and accustomed to working in a diverse environment.

　　Physical Requirements

　　While performing the duties of this job the employee is required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms, talk and hear. Occasionally the employee must stoop, bend and lift or move up to 25 lbs. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

　　In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.