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Pharmacy Refill Technician - Call Center 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
About the Organization The mission of Fenway Health is to enhance the wellbeing of the lesbian, gay, bisexual, and transgender (LGBTQIA+) community and all people in our neighborhoods and beyond through access to the highest quality health care, education, research, and advocacy. Fenway Health was founded in 1971 and has grown from a less than 10 person operation in the basement of a building near the Boston Fens to one of the largest LGBT-focused organizations in the world. It consists of three main centers:

• Fenway Community Health Center, our clinical arm, which is a federally qualified health center that operates three clinic sites (Fenway:1340, Fenway:South End, and the Sidney Borum, Jr. Health Center) in the Boston area and provides over 30,000 patients with primary and specialty medical care, behavioral health care, optometry care, and dental care;

• The Fenway Institute, our research/training/education/policy development arm, which houses numerous research initiatives as well as the National LGBT Education Project, the LGBT Aging Project, the National Center for Innovation in HIV Care, and the Center for Population Research in LGBT Health; and

• AIDS Action, our HIV/AIDS service organization, which provides nonclinical services (case management, housing and legal assistance, outreach, peer support) to people living with HIV/AIDS and operates numerous programs focusing on HIV/STD prevention/testing/treatment, including the Access (drug user health program), TransCEND (transgender peer support and risk reduction program), and Youth on Fire (drop-in center for homeless and street-involved youth) programs.

Position Prescription Coordinator  
Full-Time/Part-Time Full-Time  

Starting on March 1, the links to our employment opportunities will be here. Thank you for your patience as we switch to our new recruiting system.

Function: Under the direction of the Prescription Refill Lead Technician, the Prescription Refill Technician will coordinate the functions of the refill line.

Schedule: Monday - Friday, 8:30am - 4:30pm, or 9:00am - 5:00pm

Representative Duties:

1. Coordinates and monitors the Refill Line and other prescriptions requests

  • Checks refill line for messages hourly
  • Endeavors to answer refill line live
  • Checks prescription boxes throughout the day as needed for paper scripts and distributes per patient request
  • Checks fax machines throughout the day as needed for prescription requests and distributes or enters into EMR
  • Serves as training resource for Medical Assistants assisting with faxed prescriptions
  • Works to promote Fenway Pharmacy
  • Facilitates the prescription prior authorization process

2. Provide phone support for general patient inquiries on the Refill Line line

  • Telephones, faxes or mails prescription refills to pharmacy per medical provider authorization
  • Answer each phone call in a cheerful, welcoming and professional manner
  • Refer unusual or difficult situations to supervisor
  • Is polite and efficient in assisting patients in obtaining the information a patient needs or sending them to the person that can help them
  • Calls patients at Pharmacist's direction, or as needed to obtain demographics or insurance information

3. Effectively communicates with patients, co-workers on Pharmacy team, in medical department and across departments

  • Demonstrates competency in EMR, WinRx, and Microsoft Outlook
  • Attends and participates in regularly scheduled general staff meetings as directed.
  • Maintains familiarity with emergency codes

4. Provides clerical support and administrative assistance as directed

  • Demonstrates competency in alphabetizing, filing, faxing and other duties to support Nursing/ Refill line's administrative office needs
  • Assists with prescription call in as needed

5. Interacts with patients and providers

  • Answers phone and greets patients
  • Always interacts with customers and coworkers in a patient, professional and respectful manner
  • Takes all steps to preserve patient confidentiality
  • Appropriately triages patients to pharmacist when unable to meet requests
  • Accepts refill requests from patients and providers

6. Meets Agency Participatory Expectation

  • Adheres to all agency and departmental policies and procedures
  • Participates in quality assessment and improvement activities as requested
  • Adheres to the highest principles of patient and client confidentiality
  • Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
  • Attends all required meetings, in-services and professional trainings
  • Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
  • Serves on agency committees and in professional organizations when requested

7. Performs related duties as required

We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 11 paid holidays, paid vacation, and more.
LGBTQ-identified persons, people of color, and others from historically underrepresented communities are encouraged to apply.

Number of Openings 4  
Position Requirements


  • High School Diploma
  • Pharmacy Technician Certificate (CPhT) required
  • Prior experience working in a pharmacy preferred
  • Understanding of basic medical terminology
  • Current CPR Certification
  • Excellent customer services skills and computer skills
  • Experience with electronic medical records is preferred
  • Experience working with a diverse work staff and patient population
  • Bi-lingual, Spanish/English a plus

Physical Requirements:
Ability to meet the following physical requirements with or without reasonable accommodations:

  • Sit at a computer station or stand at a counter for extended periods of time
  • Ability to keyboard for extended periods of time
Category Pharmacy  
Number Filled 3  
Location Medical - Amory  
Shift -not applicable-  
Req Number HEA-19-00025  

This position is currently not accepting applications.

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