The posting
The Pharmacy Technician - Fulfillment & Triage supports both the non-dispensing pharmacy intake process and the dispensing pharmacy fulfillment process across the patient access journey, from prescription intake and coverage determination through treatment initiation and ongoing refill cycles. This role applies pharmacy technician knowledge and experience to coordinate prescription triage, pharmacy routing, and prescription fulfillment.
The Pharmacy Technician - Fulfillment & Triage serves as a central point of coordination among patients/caregivers, prescribers, dispensing pharmacies, internal PRO-spectus teams, and manufacturer-program stakeholders. This role identifies missing or incomplete prescription information, coordinates with pharmacy partners, and helps resolve prescription-processing and fulfillment barriers. Once a coverage determination has been made, the Pharmacy Technician either fulfills the prescription directly or triages it to the appropriate in-network pharmacy. The role manages each case with a high level of accuracy, responsiveness, and completeness to support timely patient access to therapy.
This position must have an active Pharmacy Technician license in the state of Texas and reports directly to a supervising pharmacist.
Core Duties/Responsibilities:
- Apply pharmacy technician knowledge to support prescription intake, pharmacy triage, prescription status review, and coordination of pharmacy-related case activities.
- Review prescription and patient information for completeness and identify missing, incomplete, or inconsistent information requiring follow-up with healthcare provider offices, pharmacies, patients, or other stakeholders.
- Serve as a primary point of contact between patients, caregivers, prescribers, dispensing pharmacies, and manufacturer-program stakeholders, communicating case status, outstanding requirements, and barriers clearly to appropriate stakeholders, including the supervising pharmacist.
- Coordinate with a pharmacist to validate prescriptions for accuracy and completeness prior to triage, following up with prescribers to resolve missing or incomplete information.
- Triage prescriptions to the appropriate dispensing pharmacy based on coverage determination.
- Coordinate with specialty, dispensing, and other pharmacy partners regarding prescription receipt, processing status, insurance requirements, patient outreach, affordability considerations, and fulfillment.
- Assist with coordination of copay assistance, patient assistance programs, foundation support, or other affordability resources, as applicable to the program.
- Manage inbound phone and email inquiries from patients, caregivers, and prescribers, troubleshooting technical and non-technical issues and escalating complex problems to the appropriate stakeholder as needed.
- Collaborate with internal PRO-spectus teams and manufacturer-program stakeholders (e.g., case management, reimbursement, and program leadership) to provide accurate, up-to-date information about the product, services, policies, and procedures needed to resolve patient and prescriber cases.
- Maintain accurate, timely, and complete case and customer interaction documentation in accordance with program requirements, standard operating procedures, client expectations, and applicable privacy and compliance requirements, including regular reporting to the manufacturer as needed.
- Identify complex fulfillment, payment, or patient access issues and escalate to the supervising pharmacist while maintaining ownership of case progression, and effectively prioritize competing demands including triage timelines, refill cycles, and patient/caregiver communications.
- Accurately navigate pharmacy dispensing, case-management, and CRM systems to document, track, and progress cases.
- Provide support across multiple client programs, as assigned, ensuring consistent delivery of quality service and operational excellence.
Skills & Requirements:
- Strong knowledge of pharmacy workflows and prescription processing, including intake, triage, and fulfillment.
- Demonstrated understanding of the role of dispensing pharmacies within the patient access journey.
- Ability to review patient, prescription, and supporting documentation to identify information required for accurate case progression.
- Ability to identify prescription-processing or fulfillment barriers and coordinate with prescribers, pharmacies, and internal teams to resolve them.
- Comfort handling patient payment collection and basic billing/payment cadence tracking.
- Strong attention to detail with the ability to maintain accurate and thorough case documentation.
- Ability to independently manage a caseload, prioritize work, and consistently meet established timelines and service expectations.
- Strong organizational and multitasking skills with the ability to coordinate multiple priorities, cases, and stakeholders simultaneously.
- Strong problem-solving skills with the ability to identify barriers, explore alternatives, and know when to escalate to the supervising pharmacist.
- Communicates effectively both verbally and in writing, with professionalism, empathy, and clarity.
- Ability to communicate effectively with patients, caregivers, prescribers, pharmacies, and client stakeholders.
- Demonstrates agility in learning and implementing new processes, systems, and program requirements.
- Comfort learning and working across pharmacy dispensing software, case-management/CRM platforms, and standard office technology.
- Operates with a high degree of independence, accountability, follow-through, and resilience.
- Demonstrates discretion and professionalism when handling confidential patient and healthcare information.
Education, Certifications and Experience:
- 2–4 years of experience in a pharmacy, specialty pharmacy, hospital, patient support, healthcare, or customer service–focused role, including 2+ years as a Pharmacy Technician.
- Current, active Texas Pharmacy Technician licensure required.
- Active national certification through either the Pharmacy Technician Certification Board (PTCB) or the National Healthcareer Association (ExCPT).
- Experience with prescription processing, pharmacy triage, specialty pharmacy operations, or patient assistance program coordination strongly preferred.
- Experience with payment collection, dispensing pharmacy coordination, or pharmaceutical manufacturer programs preferred.
- College degree (bachelor's or associate) preferred; relevant pharmacy technician and patient access experience may be considered in lieu of degree.
Location:
- Remote position; candidates residing in or near Addison, Texas strongly preferred
Physical Requirements:
- As a remote-forward organization, this position operates in a virtual professional office environment and teleworking from the employee's home address listed in their employment file.
- Prolonged periods of sitting at a desk and working on a computer
- Keyboarding
- Speaking
- Must be able to lift up to 15 pounds at times
- Flexibility of working hours to support activities across EST to PST zones
- Minimal travel possible
Our PRO-Spectus Culture Philosophy
At PRO-spectus we have created a culture that is supportive, dedicated, and teamwork driven. We celebrate each other’s joys in personal life and professional accomplishments, promoting meaningful relationships and friendships.
Our employees bring strength of mind and spirit to make the extraordinary happen every day. With humility and compassion at our core, PRO-spectus is proud of our relentless focus towards the higher purpose of improving the lives of patients we support.
We recognize it takes a lot of people working together with a common goal to make spectacular happen, and we never forget that at the heart of our company are the people who make it work.
PRO-spectus is an Equal Opportunity / Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, protected veteran status, marital status or other protected status under federal, state or local laws.
At PRO-spectus, we are deeply committed to pay transparency and equity. The salary range for this position is $21.00 - $26.00 an hour, based on experience and qualifications, with the final offer reflecting skills and other job-related factors. Beyond competitive pay, we offer a comprehensive and generous benefits package designed to support your well-being and work-life balance.
Our benefits include robust medical, dental, and vision plans; life insurance and disability coverage; and tax-advantaged savings accounts. We also provide an Employee Assistance Program, home office benefits, and unique perks like an Employee Ownership Program. With paid time off, holidays, bereavement leave, and a 401(k)-retirement plan with employer matching, PRO-spectus prioritizes your financial and personal security. Plus, you may be eligible for a performance-based bonus opportunity.
Join PRO-spectus, where your career growth, well-being, and contributions truly matter!
