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The primary purpose of the Investigation Request (IR) Specialist position is to investigate and resolve pharmacy service-related complaints and concerns in accordance with company policy to promote a positive patient experience. The IR Specialist will also identify and track errors to contribute to overall process improvement.
KEY RESPONSIBILITIES:
- Investigate and resolve pharmacy service-related complaints and concerns in accordance with company policy and promote a positive patient experience.
- Responsible to track and monitor errors for coaching and improving quality.
- Handle escalations promptly and with intention to deliver effective and efficient results.
- Assist Pharmacists, Pharmacy Supervisors and Trainers in coaching, training, and directing department personnel.
- Attend/Host pertinent meetings when necessary.
- Identify system defects as well as future enhancement requests for overall process improvement.
- Assist leadership with reporting as needed.
- Respect and maintain confidentiality guidelines of HIPAA.
- Follow and aid in enforcement of all company policies and procedures.
- Responsible for other tasks and projects as assigned.
The above duties are meant to be representative of the position and not all-inclusive.
MINIMUM JOB REQUIREMENTS:
- Registered Technician with the State of Florida in good standing
- Certified Pharmacy Technician preferred
- High School Diploma or equivalent
Business Experience: Three-years minimum of pharmacy experience. Two-years minimum of training or leadership experience preferred.
KNOWLEDGE, SKILLS & ABILITIES:
- Exceptional verbal and written communication skills that are effective, thoughtful, and courteous.
- Attention to detail.
- Focused and collaborative team player, who can work in conjunction with pharmacists, other departments, patients, physicians and management.
- Demonstrated ability to work independently with little supervision and meet daily deadlines.
- Ability to perform repetitious work accurately.
- Excellent time management and organizational skills.
- Thorough knowledge and understanding of Pharmacy Operating Systems including ePostRx, IRIS and CRM.
- Proficient in MS Word, Excel, Power Point.
- Current understanding of state Board of Pharmacy and HIPAA healthcare communications regulatory issues.
PHYSICAL DEMANDS:
- Location of job activities 100% inside
- Noise and/or vibrations exposure
- Reaching (overhead), handling, and feeling
- Stand and sit for prolonged periods of time.
- Lift, carry, and move up to 50 pounds.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.