Licensed Pharmacy Technician, Escalations

Why Birdi?

At Birdi, we're committed to delivering an exceptional pharmacy experience for every patient, provider, and client we serve. When concerns arise, our Escalations team plays a critical role in identifying solutions, restoring confidence, and ensuring issues are resolved quickly, accurately, and compassionately.

We're looking for a problem-solver who thrives in complex situations, enjoys investigating issues, and takes ownership of resolving challenges from start to finish. If you have strong pharmacy knowledge, excellent customer service skills, and a passion for delivering positive outcomes, we'd love to hear from you.

About the Role

The Licensed Pharmacy Technician, Escalations is responsible for researching, investigating, and resolving escalated patient, provider, client, and prescription-related concerns.

This role serves as a key resource for handling non-clinical escalations involving service issues, prescription processing concerns, shipping delays, claims adjudication issues, quality concerns, and client complaints. The Escalations Technician takes ownership of issues from initial receipt through resolution, working closely with patients, providers, insurance carriers, manufacturers, and internal teams to ensure timely and accurate outcomes.

The ideal candidate combines pharmacy knowledge, critical thinking, customer service excellence, and strong investigative skills to successfully manage complex cases while maintaining compliance and confidentiality.

What You'll Do

Escalation Management & Issue Resolution

• Investigate, research, and resolve escalated patient, provider, and client concerns.
• Handle non-clinical escalations that do not require pharmacist intervention.
• Take ownership of cases from initial intake through final resolution and closure.
• Analyze situations, identify root causes, and implement appropriate corrective actions.
• Resolve service delays, prescription concerns, and client escalations in a timely and professional manner.
• Escalate clinical matters to pharmacists when appropriate.

Prescription Processing & Claims Resolution

• Interpret prescription orders and enter prescription information accurately.
• Process prescription corrections, replacements, and updates as needed.
• Research rejected insurance claims and work toward resolution.
• Investigate claim submission issues and coordinate corrective actions.
• Apply organizational policies and client guidelines when determining resolution strategies.
• Assist with quality-related prescription concerns and replacement requests.

Patient, Provider & Client Communications

• Make outbound calls to:
• Patients
• Prescribers
• Insurance companies
• Pharmacy partners
• Manufacturers
• Obtain clarification on prescription information and claims issues.
• Communicate status updates and resolution outcomes.
• Follow up on incidents and ensure concerns are fully resolved.
• Deliver exceptional service through professional, empathetic, and solution-oriented communication.

Manufacturer & Product Coordination

• Coordinate with manufacturers regarding product replacement and quality issues.
• Assist with defective product investigations and replacement processes.
• Ensure manufacturer-related concerns are documented and tracked appropriately.

Complaint & Grievance Management

• Assist with investigation and resolution of client complaints and grievances.
• Gather supporting information and documentation.
• Ensure complaints are addressed according to established procedures.
• Support service recovery efforts when issues impact patient satisfaction.

Operational Excellence & Compliance

• Maintain thorough knowledge of:
• Pharmacy operations
• Departmental procedures
• Company policies
• Client requirements
• Utilize critical-thinking skills to identify missing information and determine next steps.
• Maintain detailed and accurate documentation within company systems.
• Protect patient and proprietary information in accordance with company policies.
• Support departmental quality, compliance, and performance goals.
• Perform additional responsibilities and special projects as assigned.

What You'll Bring

Required Qualifications

Education & Licensure

• High School Diploma or GED.
• Registered Pharmacy Technician in good standing with the applicable State Board of Pharmacy.
• Certified Pharmacy Technician (CPhT) through the Pharmacy Technician Certification Board (PTCB).

Experience

• Experience working in a pharmacy environment.
• Experience with prescription processing and pharmacy operations.
• Claims adjudication knowledge or experience preferred.
• Experience handling complex customer service issues or escalations is highly desirable.

Knowledge, Skills & Abilities

• Strong interpersonal and customer service skills.
• Excellent verbal and written communication skills.
• Strong investigative and problem-solving abilities.
• Ability to independently identify, research, and resolve complex issues.
• Ability to exercise sound judgment and maintain confidentiality.
• Strong analytical and critical-thinking skills.
• High attention to detail and commitment to accuracy.
• Ability to mentor and support fellow team members.
• Ability to effectively prioritize multiple responsibilities and deadlines.
• Strong organizational skills and self-direction.
• Ability to perform effectively in a fast-paced environment.
• Proficiency with Microsoft Office and pharmacy-related software systems.
• Ability to work extended hours, weekends, and holidays as business needs require.
• Ability to lift up to 15 pounds.

Preferred Qualifications

• Knowledge of secondary billing practices, including:
• Prescription discount cards
• Medicaid
• Previous experience within:
• Retail Pharmacy
• Mail-Order Pharmacy
• Specialty Pharmacy
• Pharmacy Benefit Management (PBM)
• Pharmaceutical Industry
• Managed Care
• Experience handling escalated customer service concerns, grievances, or service recovery situations.
• Experience working with manufacturers and product replacement processes.

Key Competencies

• Escalation Management
• Problem Solving & Investigation
• Prescription Processing
• Claims Adjudication
• Customer Service Excellence
• Medication Access Support
• Critical Thinking
• Attention to Detail
• Issue Resolution
• Communication & Follow-Through
• Team Collaboration
• Confidentiality & Compliance

Work Environment

• Hybrid home-office and onsite work environment.
• Occasional local and overnight travel may be required.
• Minimal exposure to excessive noise or adverse environmental conditions.
• Travel may include automobile and air transportation.
• Ability to sit and stand for prolonged periods.
• Frequent computer, phone, and documentation activities throughout the workday.

Why This Role Matters

When service issues occur, patients need someone who can quickly understand the problem, navigate the pharmacy process, and take ownership of finding a solution.

As a Licensed Pharmacy Technician, Escalations, you'll serve as that resource. Your ability to investigate issues, coordinate across departments, resolve concerns, and communicate effectively will help ensure patients receive the medications and support they need while maintaining confidence in the Birdi experience.

Your work directly contributes to patient satisfaction, operational excellence, and quality outcomes across the organization.

Equal Employment Opportunity Statement

Birdi is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. We make employment decisions without regard to race, color, religion, creed, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, marital status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

Birdi is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the recruitment process and employment relationship. If you require an accommodation, please notify a member of our Talent Acquisition team.