Pharmacy Technician Call Center

Vanidia Perez

Registered Pharmacy Technician

Summary:

Experienced Registered Pharmacy Technician with a strong background in specialty pharmacy call center operations. Proficient in managing high volumes of inbound and outbound calls, supporting prescription processing, insurance verification, and patient coordination. Highly efficient in data entry with a typing speed of 35+ WPM, ensuring fast and accurate documentation across pharmacy systems. Committed to delivering exceptional service while upholding HIPAA compliance and industry best practices.

Education & Certifications:

Registered Pharmacy Technician (RPhT) – Certified in Orlando, FL (2018)

General Education Diploma (GED) – Indian River College, Port Saint Lucie, FL (2008 – 2009)

Professional Experience:

Asembia Jun 2024 – Dec 2024

Registered Pharmacy Technician

Delivered outstanding support in a dynamic call center environment, handling a high volume of inbound and outbound calls with empathy, professionalism, and urgency.

Provided real-time assistance to patients, prescribers, and healthcare providers, resolving inquiries, coordinating prescription fulfillment, and ensuring satisfaction across every touchpoint.

Verified insurance coverage, captured and entered accurate data into pharmacy systems at an efficient typing speed exceeding 35 WPM.

Facilitated prior authorizations and appeals by collecting essential medical documentation, expediting payer communication, and ensuring timely access to care.

Proactively sourced financial assistance through copay programs, manufacturer savings, and nonprofit foundations, significantly reducing patient out-of-pocket costs.

Maintained continuous communication with dispensing pharmacies, medical providers, and manufacturer reps to ensure treatment continuity.

Documented all patient and provider interactions with accuracy and timeliness, ensuring adherence to compliance and service-level standards.

Collaborated with IT teams to optimize call center workflows and enhance patient data processing efficiency.

Demonstrated unwavering commitment to HIPAA compliance and privacy protocols in every interaction and documentation process.

CVS Specialty Sep 2023 – Apr 2024

Registered Pharmacy Technician

Provided comprehensive support within a high-volume pharmacy call center, assisting patients and providers with medication inquiries, refills, and insurance-related concerns.

Entered, verified, and processed prescription orders in pharmacy systems with precision, maintaining accuracy and compliance with HIPAA regulations.

Responded to inbound calls from patients and providers, offering knowledgeable assistance on medication access, dosage instructions, delivery schedules, and pharmacy procedures.

Coordinated with prescribers to clarify prescription details, update patient profiles, and ensure all documentation met regulatory standards.

Utilized pharmacy benefit systems to verify insurance coverage, resolve claim rejections, and determine eligibility for specialty therapies.

Maintained thorough records of all interactions, transactions, and prescription updates, supporting operational transparency and audit readiness.

Demonstrated excellent typing speed (35+ WPM) to ensure efficient data entry and minimize call handling time without compromising quality.

Collaborated with billing teams, pharmacists, and support staff to streamline the prescription workflow and eliminate processing delays.

Delivered compassionate and clear communication to support patients managing chronic or complex health conditions requiring specialty medications.

Strictly adhered to all HIPAA, company, and industry standards while handling sensitive health and financial information.

Walmart Specialty Pharmacy May 2023 – Sep 2023

Core Pharmacy Technician

Supported patients and healthcare providers through phone and electronic communication, addressing prescription, billing, and refill-related questions.

Accurately processed call requests for prescription refills, new orders, claims, and patient financials, inputting detailed data efficiently and error-free.

Handled medication shipments by coordinating with carriers and verifying delivery schedules, ensuring prompt and secure distribution.

Navigated multiple pharmacy systems with ease, maintaining accurate ICD-10 coding, claim information, and day-supply metrics.

Partnered with foundations and copay assistance programs to advocate for patients facing cost barriers.

Walgreens AllianceRx, Walgreens.com & GSK Mail Order Feb 2018 – Apr 2023

Registered Pharmacy Technician

Served as a lead call center technician, resolving complex escalations from patients, physicians, and insurers with expert-level pharmacy knowledge and swift problem-solving.

Supported registration and onboarding of new patients, ensuring completeness and compliance in documentation.

Provided first-level escalation support to frontline staff, mentoring team members and facilitating smooth case resolutions.

Identified claim issues and executed corrections with precision, collaborating with payers to minimize delays in therapy initiation.

Accurately entered and maintained records in multiple pharmacy systems with high-speed typing proficiency and minimal error rates.

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