Pharmacy Technician II Duke Specialty Pharmacy Contact Center

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke University Hospital

Pursue your passion for caring with Duke University Hospital in Durham, North Carolina, which is consistently ranked among the best in the United States. The largest of the four Duke Healthhospitals with 1062 patient beds, it features comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center, an endo-surgery center, and more.

$2,500 Commitment Bonus for Eligible Newly Hired Team Members

Relocation Assistance Available for Eligible Candidates

Work Location: Duke Specialty Pharmacy - Duke University Hospital - Durham, NC

Working hours:

• 40 hours/week
• Monday-Friday
• 8.5 hours/shift (operating hours between 8:00 am - 6:00 pm)
• Opportunity for weekend coverage

General Description of the Job Class

This individual performs, under supervision, advanced pharmacy technician duties supporting the patient access and call center functions of Duke Specialty Pharmacy. Responsibilities include coordinating prescription refills, communicating with patients and caregivers, resolving non-clinical prescription and insurance barriers, supporting medication access and adherence activities, and coordinating with pharmacists and operational staff to promote timely and safe medication therapy.

Individuals eligible for Pharmacy Technician II are competent in all tasks associated with Pharmacy Technician I and have achieved area-specific advanced competency requirements. Pharmacy Technician II staff must achieve and maintain certification by PTCB or ExCPT.

Duties and Responsibilities of this Level

• Manage inbound and outbound patient communications related to specialty prescription refills, prescription status, shipment coordination, and general service needs.
• Conduct refill coordination and structured patient outreach in accordance with department procedures, including confirming medication supply, identifying changes in contact or delivery information, and documenting patient-reported information for pharmacist review when appropriate.
• Coordinate prescription refill requests and communicate with prescribers, clinic staff, payers, and internal pharmacy teams to support continuity of therapy.
• Identify and work to resolve non-clinical prescription processing, insurance rejection, authorization-status, copay, and billing issues within the technician's scope; route clinical or complex matters to the appropriate pharmacist or specialist.
• Support prior authorization workflows by gathering required non-clinical information, monitoring request status, communicating updates, and routing clinical documentation needs to the appropriate team member.
• Coordinate with operations staff to confirm prescription readiness, shipping arrangements, delivery preferences, and potential delays; communicate relevant updates to patients.
• Provide accurate information regarding pharmacy processes, refill timelines, delivery options, and established patient service procedures without providing clinical advice outside the technician's scope.
• Document all patient, prescriber, payer, and internal communications accurately and promptly in the appropriate pharmacy systems.
• Recognize and escalate urgent medication access concerns, potential therapy interruptions, adverse-effect reports, clinical questions, and patient safety concerns to a pharmacist.
• Assist pharmacists with medication adherence, patient follow-up, and other approved clinical support initiatives, including collection of information for pharmacist assessment.
• Maintain professional, empathetic, and patient-centered communication while managing call volume, service expectations, and competing priorities.
• Assist with training and mentoring new employees and students on call center workflows, documentation standards, communication practices, and role-specific systems.
• Complete assigned quality, safety, and workflow activities; identify opportunities to improve patient experience and operational efficiency.
• Manage individual responsibilities while shifting to support team members and broader pharmacy goals with minimum supervision.
• Perform other related duties incidental as assigned.

Minimum Qualifications

Education

• High school diploma or equivalent and completion of an accredited pharmacy technician-training program.

or

• Acceptance into pharmacy school.

or

• High school diploma or equivalent and one year of pharmacy or health care related experience.

Experience

• Minimum of one year related experience.
• 2+ years of Pharmacy Technician experience preferred
• Specialty pharmacy experience preferred

Degrees, Licensures, Certifications

• North Carolina Board of Pharmacy registration is required.
• Pharmacy Technician certification is required from the Pharmacy Technician Certification Board (PTCB) or The Exam for the Certification of Pharmacy Technicians (ExCPT).