The Clinical Help Desk Consult Technician will be responsible for monitoring the eNAV Pharmacist Consult board.They will use their experience and critical thinking skills to determine which consults are most urgent and which issues need immediate attention.They will contact prescribing health care practitioners offices to relay messages for the pharmacists and will take clarifications on orders and new verbal order prescriptions, while recognizing missing, inappropriate, conflicting or non-compliant data in orders.They will triage appropriate calls and concerns to the nursing staff or Clinical Help Desk Pharmacists, including any clinical questions.They will queue up calls to patients for consultation and then transfer to a nurse or pharmacist as appropriate.This position will assist with metrics reporting.The Clinical Help Desk Consult Technician will also assist with monitoring the Pharmacist Transfer eNAV dashboard, scanning and uploading documents into eNAV, complete PQC reporting, assist with verbal orders as necessary, and other functions to directly assist the pharmacist and or nursing staff as determined by the Clinical Help Desk Manager.This position requires communicating effectively with Clinical Help Desk pharmacists, nurses, technicians, and members of other Diplomat teams as well as patients and health care practitioners.
This position reports directly to the Clinical Help Desk Manager.
This position has no direct reports.
Education : High School Diploma or G.E.D required.
Certifications : Pharmacy Technician Certification is required. If not certified at time of hire, employee must obtain certification within 210 days of hire date
Experience : Minimum 5 years of previous experience in pharmacy communicating with health care practitioners and providing customer service
Strong customer service background
Must be detail-oriented and be able to multi-task
Strong phone and computer skills required
Have critical thinking skills based on experience
Must be dependable, exhibit extraordinary attendance adherence and be able to maintain various levels of confidentiality
Should be organized and able to prioritize and manage time effectively
Superior communication and documentation skills
Be able to work well with various personalities and work as a team
Friendly and caring demeanor is required
Must be able to maintain open and effective lines of communication with the CHD team, managers and other Diplomat employees.
General knowledge of Internet navigation and research, e-mail, fax transmission, and copy equipment are essential.
Physical : Walking, sitting, standing, kneeling, crouching, stooping, and capable of lifting 35 pounds.
Mental : Basic math skills and computer aptitude.
Language : Fluency in English with outgoing personality that translates to phone skills with excellent verbal and written communication skills.
Reasoning : Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Technology : Proficient in Windows based operating systems and Microsoft Office programs including Outlook, Word, Excel, and PowerPoint.
A climate controlled office environment.
DUTIES & RESPONSIBILITIES
Monitor and triage Pharmacist Consult eNAV dashboard
Relay messages from pharmacist or nurse to appropriate health care practitioner
Route/triage incoming Clinical Help Desk phone calls
Prepare outbound calls for pharmacists
Provide guidance as appropriate to other technicians based on their experience level
Take verbal orders when the verbal order skillset is at capacity
Monitor Pharmacist, Transfer eNAV dashboard
Scanning and uploading prescriptions and other documents to eNAV
Assist with department metrics reporting
PQC report entry
Identify, research, and resolve non-clinical patient issues utilizing the computer system
Follow-up on patient inquiries not immediately resolved
Complete call logs, documentation and reports as needed
Assist with Order Entry if available
Other duties and responsibilities as assigned