Position Summary
Capstone Vital Care is seeking a dependable and patient-focused Home Infusion Pharmacy Call Center Technician to assist with the medication refill process for home infusion patients.
This position performs many of the duties required before medications and supplies can be refilled and delivered to the patient. Responsibilities include contacting patients, completing refill assessments, obtaining laboratory results, preparing medication-related documentation, coordinating delivery documentation, and communicating with pharmacists, nurses, physician offices, laboratories, and other members of the healthcare team.
The ideal candidate will be organized, detail-oriented, compassionate, and able to manage multiple patient-related tasks in a fast-paced call center environment.
Essential Job Functions
Patient Communication and Refill Process
Proactively contact patients to confirm medication and supply needs.
Confirm upcoming medication dispense and delivery dates.
Complete patient refill assessments according to established pharmacy procedures.
Obtain required laboratory results and other clinical information needed for the refill process.
Prepare required refill documentation, including compounding records, delivery tickets, assessments, and prescription-related documents.
Ensure refill orders and supporting documentation are completed accurately and within established timeframes.
Communicate refill and delivery information clearly to patients and caregivers.
Escalate clinical questions or patient concerns to a pharmacist or nurse as appropriate.
Call Management and Multitasking
Answer and appropriately route incoming calls from patients, caregivers, physician offices, clinical laboratories, referral sources, and internal departments.
Make outbound calls related to refills, laboratory results, medication needs, deliveries, and other patient-service requirements.
Prioritize and organize daily patient tasks to ensure timely completion.
Monitor assigned queues, messages, and follow-up activities.
Meet established call center performance expectations, including inbound and outbound call volume, call response time, call resolution, documentation accuracy, and timely completion of assigned tasks.
Collaboration and Teamwork
Work closely with pharmacists, nurses, technicians, delivery personnel, and other team members to maintain continuity of patient care.
Communicate changes in patient status, medication needs, laboratory results, and delivery requirements to the appropriate team members.
Collaborate with call center team members and assist in other areas as needed to support smooth daily operations.
Maintain effective communication with physician offices, laboratories, referral sources, and other healthcare professionals.
Customer Service and Problem Resolution
Provide professional, compassionate, and respectful service during every patient and provider interaction.
Assist with resolving patient concerns related to medications, copayments, refill timing, supplies, and delivery issues.
Demonstrate active listening and clear communication when addressing patient questions or concerns.
Identify urgent concerns and promptly notify the appropriate pharmacist, nurse, or supervisor.
Maintain professionalism when assisting patients with serious, chronic, or complex medical conditions.
Work Quality, Compliance, and Professional Development
Maintain a high level of accuracy when completing refill assessments, prescription orders, patient records, and medication documentation.
Document patient, provider, and laboratory communications accurately in the pharmacy management system.
Maintain patient confidentiality and comply with HIPAA requirements when discussing or documenting Protected Health Information.
Follow company policies, standard operating procedures, and applicable state and federal pharmacy requirements.
Participate in required training and seek opportunities to improve pharmacy knowledge and job-related skills.
Perform other duties as assigned based on operational and patient-care needs.
Required Qualifications
High school diploma or equivalent.
At least 18 years of age.
Registered with the applicable State Board of Pharmacy when required in the state or states within the pharmacy's service area.
Strong verbal and written communication skills.
Ability to communicate effectively with patients, caregivers, employees, referral sources, physician offices, and laboratories by telephone and electronic communication.
Strong organizational and multitasking abilities.
Ability to document information accurately and maintain attention to detail.
Ability to work effectively in a fast-paced, team-oriented environment.
Ability to protect confidential information and comply with HIPAA requirements.
Preferred Qualifications
National Pharmacy Technician Certification, such as CPhT.
Completion of a pharmacy technician training program.
Previous experience in a pharmacy, laboratory, healthcare setting, medical call center, specialty pharmacy, or home infusion pharmacy.
Knowledge of medication refill processes, pharmacy terminology, laboratory results, prescription documentation, and medication delivery coordination.
Understanding of HIPAA regulations and Protected Health Information requirements.
Physical Requirements
Ability to sit at a desk or workstation for prolonged periods, potentially up to eight hours per day, while using a computer and telephone system.
Ability to occasionally stand or walk throughout the workday.
Frequent use of hands and fingers to operate a computer keyboard, mouse, telephone headset, and other standard office equipment.
Ability to hear and speak clearly by telephone for extended periods.
Ability to recognize changes in tone, urgency, or distress during patient or provider calls.
Ability to read information displayed on computer screens and in electronic or printed records.
Ability to occasionally lift or move office materials or supplies weighing up to 10 pounds.
Reasonable accommodations may be provided to qualified individuals with disabilities.
Work Environment
This position may be performed either onsite at the pharmacy or from an approved home-based workspace, depending on operational needs and the employee's assigned work arrangement.
Employees working from home must maintain a private, secure, professional, and distraction-free workspace that protects patient confidentiality and complies with HIPAA requirements. Reliable internet access and the appropriate use of company-provided equipment, telephone systems, and electronic communication platforms are required.
Employees may be required to report to the pharmacy for training, meetings, equipment needs, or other operational purposes. When working onsite, employees must follow all pharmacy safety procedures and use personal protective equipment when required.
Benefits
Eligible full-time employees may receive:
Medical, dental, and vision insurance
Paid time off
Paid holidays
Retirement plan with company match
Employee-paid voluntary benefit options available through payroll deductions
Training and professional development opportunities
About Us
Capstone Health, LLC dba Capstone Vital Care is a proud franchise of Vital Care Infusion Services, Inc., leading the way in home infusion therapy across Alabama, Florida, Georgia, Indiana, Kentucky, Michigan, Mississippi, and Ohio. As an established provider of home infusion therapy services, Capstone Health, LLC dba Capstone Vital Care is dedicated to delivering high-quality, patient-centered care in the comfort of our patients' homes. Our team of pharmacists, nurses, and support staff work collaboratively to improve health outcomes through personalized medication management and clinical support.
Mission Statement
Capstone Health, LLC dba Capstone Vital Care delivers efficient, expedient, and exemplary infusion services to patients and referral sources throughout the communities we serve.
Our Vision
Capstone Health, LLC dba Capstone Vital Care will be the preferred infusion pharmacy for specialty infusions and other infusion therapy services throughout Alabama, Florida, Georgia, Indiana, Kentucky, Michigan, Mississippi, and Ohio. We recognize the value of all our resources, starting with employees first. We focus our services and provide a “no quit approach” to those patients who have chosen us as their preferred infusion pharmacy.
Equal Employment Opportunity
Capstone Vital Care is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.
