QNS Recruiting

  • Pharmacy Order Entry - Customer Service Associate

    Posted Date 3 weeks ago(7/1/2019 3:40 PM)
    Job ID
    Grane Rx - Pittsburgh
    Regular Full-Time
    Experience Needed
    Less than 1 year
    Salary Info
    Based On Experience
  • Overview

    Order Entry - Customer Service Associate


    Full Time - RIDC Park


    The Order Entry Technician 4 - PACE position serves internal and external customers by determining requirements, answering inquiries, resolving problems, fulfilling requests to ensure excellent service standards and maintain high customer satisfaction by using the “WE CARE” customer service promise. 


    The PACE Order Entry Technician reports directly to Customer Service/PACE Manager.  This position works with customer service, order entry technicians, and pharmacists. This position works with team members and management in Pharmacy Operations, Medical Records, Consultant Pharmacists, Consultant Nurses, Billing, and Inventory.  This position also works with PACE Center staff, nurses and practitioners.





    (With minimal supervision)


    • Make outbound calls to PACE Centers, courier service and back up pharmacies as needed.
    • Back up Customer Service Associate for inbound phone calls when associate on another call or away from desk.
    • Organize work flow to meet internal and external needs.
    • Document all call information that requires action by team member – record details of actions taken and any additional comments or complaints made by caller.
    • Run no refill report as assigned on PACE Monthly Calendar to request renewal prescriptions from centers
    • Flash cycle medications and unit of use medications as assigned on PACE Monthly calendar.
    • Identify and escalate priority issues to Pharmacist-in-Charge and/or appropriate department manager(s). Examples: cycle meds not delivered entire facility, pain medication not delivered and facility upset, emergency verbal prescriptions, resident actively dying.
    • Review CII Omnicell report and compare actual pulls against the prescription and make sure that quantities match. Follow up with prescriber to rectify any discrepancy(s) found.
    • Process new members and make sure they go out on delivery when all information is received from PACE Centers.
    • Write the Rx numbers and quantities on hard copy narcotic prescriptions after scanning into ECM.
    • Assist Customer Service Associate with discrepancy log research when assistance is required.
    • Remain calm and professional when faced with emotional or frustrated customers.
    • Follow procedures, guidelines/SOPs to ensure compliance is maintained.
    • Competent in software systems that include FrameworkLTC, FrameworkECM, Omnicell, and Automated Packaging System.
    • Additional duties as assigned by manager.




    • 6 months pharmacy or medical experience preferred.
    • High School Diploma or equivalent required.
    • Customer orientation and ability to adapt/respond to different types of calls.
    • Proven customer support experience – passion for excellence with respect to treating and caring for customers.
    • Strong attention to details – interested in preventing errors and solving problems.
    • Strong phone contact handling and active listening skills.
    • Strong work ethic and team player mindset.
    • Experience using word processing, spreadsheet, database, internet and e-mail, pharmacy information systems required.



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