Consult Tech, Clinical Help Desk
Diplomat Specialty Pharmacy - Flint, MI

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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

Skills/Knowledge :
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.


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

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