Senior Investigation Request Specialist

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The primary purpose of the Senior Investigation Request (SIR) Specialist position is to investigate and resolve pharmacy service-related complaints and concerns in accordance with company policy to promote a positive patient experience. The IR Specialist will also identify and track errors to contribute to overall process improvement. The SIR will also collaborate with leadership and other departments to document, create, and launch enhancements across the pharmacy. Our ideal candidate is a team-oriented individual who is driven to ensure that professionalism, productivity, and quality are maintained and continually improved within the team

KEY RESPONSIBILITIES:

• Investigate and resolve pharmacy service-related complaints and concerns in accordance with company policy and promote a positive patient experience.
• Responsible to track and monitor errors for coaching and improving quality.
• Handle escalations promptly and with intention to deliver effective and efficient results.
• Assist Pharmacists, Pharmacy Supervisors and Trainers in coaching, training, and directing department personnel.
• Attend/Host pertinent meetings when necessary.
• Identify system defects as well as future enhancement requests for overall process improvement.
• Respect and maintain confidentiality guidelines of HIPAA.
• Follow and aid in enforcement of all company policies and procedures.
• Responsible for other tasks and projects as assigned.
• Provide daily, weekly, and monthly reporting.
• Assist Compliance with any CPS based investigations and eQMS documentation as required.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• Registered Technician with the State of Florida in good standing
• Certified Pharmacy Technician preferred
• High School Diploma or equivalent

Business Experience: Three-years minimum of pharmacy experience. Two-years minimum of training or leadership experience preferred.

KNOWLEDGE, SKILLS & ABILITIES:

• Exceptional verbal and written communication skills that are effective, thoughtful, and courteous.
• Attention to detail.
• Focused and collaborative team player, who can work in conjunction with pharmacists, other departments, patients, physicians and management.
• Demonstrated ability to work independently with little supervision and meet daily deadlines.
• Ability to perform repetitious work accurately.
• Excellent time management and organizational skills.
• Thorough knowledge and understanding of Pharmacy Operating Systems including ePostRx, IRIS and CRM.
• Proficient in MS Word, Excel, Power Point.
• Current understanding of state Board of Pharmacy and HIPAA healthcare communications regulatory issues.

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Noise and/or vibrations exposure
• Reaching (overhead), handling, and feeling
• Stand and sit for prolonged periods of time.
• Lift, carry, and move up to 50 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

I understand this job description and its requirements.  I understand this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.