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Beth Israel Deaconess Medical Center Shared Services Pharm Lead in Westwood, Massachusetts

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Shared Services Pharm Lead

Department Description:null

Job Location:Westwood, MA

Req ID:41175BR

Job Summary:The Shared Services Pharm Tech Lead collaborates with pharmacy management to lead a team of data entry and call center technicians who are responsible for all pharmacy billing and inbound/outbound calls for our specialty pharmacy operation. Assists with the day to day operations and oversight of various centralized pharmacy services such as data entry, call center, and prescription fulfillment. Must be committed to providing the highest quality of service to patients, providers, and vendors.

Essential Responsibilities:

  • Oversees daily operations and assists a team that answers, screens and processes a high volume of calls in a professional manner. Utilizes and adheres to phone scripts and guidelines for triaging calls when needed. Asks appropriate questions and uses independent judgment within scope of knowledge and authority to provide the highest level of service to our patients.

  • Oversees daily operations and assists a team that maintains new/existing patient profiles, enters new prescriptions into patient profiles, contact insurance companies for benefit investigation/coverage eligibility, assist patients with the enrollment process for manufacturer/non-profit organization copay assistance programs and coordinates approvals with the pharmacy for fulfillment

  • Generates, collects, analyzes and reports all pharmacy call center data, including inbound calls, e-mail, and facsimile messages, to ensure that the Center is run efficiently and resources utilized optimally. Reviews all problem/ emergency situations and provides direction/guidance to ensure all problems/emergencies are resolved to the patient's satisfaction and organizational standards.

  • Assists management with all HR functions including hiring, on-boarding, training, and continuous improvement process of staff.

  • Prepares detailed staff schedules. Organizes the work of support staff including the coordinating and prioritizing of workflows. Monitors Pharmacy Shared Service Representatives to ensure a consistency of quality on all job related functions. Provides training to develop customer service and problem-solving skills.

  • Participates in quality project and initiatives including but not limited to service excellence training, patient/physician satisfaction surveys, and resource tool development for appointment access. Collaborates with division leadership on other ambulatory initiatives and projects. This may entail up to 10% of job function.

  • Performs and assists with all daily functions of all BILH Pharmacy service lines as needed.

Required Qualifications:

  • High School diploma or GED required. Bachelor's degree preferred.

  • License Mass Registered Pharmacy Tech required.

  • 3-5 years related work experience required.

  • Basic familiarity with computers. Ability to navigate at a basic level within web-based applications.

Preferred Qualifications:

  • PTCB certification.

  • Mail Order Pharmacy and/or Pharmacy accreditation experience.

  • Experience with call center metrics and reporting. Supervisory or management experience.


  • Decision Making:Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.

  • Problem Solving:Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.

  • Independence of Action:Ability to set goals and determines how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction.

  • Written Communications:Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.

  • Oral Communications:Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.

  • Knowledge:Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.

  • Team Work:Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.

  • Customer Service:Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.

Physical Nature of the Job:

Medium work: Exerting up to 50 pounds of force occasionally and or up to 20 pounds of force frequently. Job is physical in nature and employee needs to stand and/or move around through the majority of their shift.

EOE Statement



As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. BILH requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment.Learn more ( about this requirement