Position:  Pharmacy Technician, Rapid Response Specialist
Location:  Lakeland, FL
Job Id:  789
# of Openings:  3
At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable. 
Our Vision:  
Powering better health through pharmacy care driven by tech, trust and heart  
Our Mission:  
To deliver pharmacy care where access is effortless, care is affordable and patients come first.  
 
Summary
The Rapid Response Escalation Specialist is an experienced Pharmacy Technician responsible for managing high-priority operational, patient, provider, client, and payer escalations across the pharmacy enterprise. This role serves as the central coordination point for urgent issues requiring immediate intervention, ensuring timely resolution while maintaining exceptional service, quality, compliance, and patient safety standards.
 
The Specialist works across the entire pharmacy operation, including intake, benefits verification, clinical review support, dispensing, fulfillment, customer service, and account management functions. The role requires strong operational expertise, critical thinking, de-escalation skills, and the ability to coordinate responses across multiple departments and leadership teams.
This position serves as the "owner" of escalated issues from identification through final resolution, ensuring transparency, accountability, documentation, communication, and root cause investigation.
 
Essential Duties and Responsibilities
  • Escalation Management
    • Serve as the primary point of contact for operational, patient, provider, client, and pharma escalations.
    • Triage, prioritize, and manage escalated cases according to established severity and response criteria.
    • Conduct real-time investigation and resolution of complex issues affecting patient access, medication fulfillment, reimbursement, service delivery, and customer experience.
    • Utilize de-escalation techniques to effectively manage dissatisfied callers and complex service situations.
    • Coordinate immediate responses to urgent patient safety, clinical, regulatory, or service-impacting events.
    • Escalate critical issues to leadership, pharmacists, compliance, quality, or clinical teams as necessary.
  • End-to-End Operational Ownership
    • Manage escalations across all pharmacy operational functions.
    • Collaborate with intake, reimbursement, clinical, dispensing, fulfillment, shipping, and customer service teams.
    • Remove operational barriers impacting patient access to therapy.
    • Monitor escalated cases to ensure timely follow-up and closure.
    • Facilitate communication between internal teams and external stakeholders.
    • Patient, Provider, and Client Support
    • Serve as a high-level resource for patients, caregivers, providers, manufacturers, health plans, and client representatives.
    • Resolve complex service issues requiring advanced operational knowledge.
    • Provide status updates and expectations to stakeholders throughout the resolution process.
    • Support high-visibility client and account management concerns requiring rapid intervention.
Education and Experience
  • High School Diploma or GED required.
  • Pharmacy Technician Certification (CPhT) or Registration required as per Board of Pharmacy state regulations.
  • Active State Pharmacy Technician Registration/Licensure as applicable.
  • Minimum 5 years of pharmacy operations experience.
  • Minimum 3 years of specialty pharmacy, mail order, reimbursement, patient services, or healthcare operations experience preferred.
  • Previous experience handling escalated customer, patient, provider, or client issues.
  • Demonstrated experience working across multiple pharmacy operational functions.
Knowledge, Skills and Abilities
  • Advanced pharmacy operations knowledge.
  • Strong understanding of prescription processing workflows.
  • Excellent problem-solving and critical-thinking skills.
  • Exceptional verbal and written communication abilities.
  • Strong conflict resolution and de-escalation skills.
  • Ability to manage multiple urgent priorities simultaneously.
  • Experience working with pharmacy management systems, CRM platforms, and workflow tools.
  • Strong organizational and time-management capabilities.
  • Ability to function effectively in high-pressure environments.
  • Proficiency with Microsoft Office applications.
Work Environment / Physical Demands
This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. Some travel may be required.
EOE M/F/D/V – WellDyne and HealthDyne are equal opportunity employer and prohibits discrimination of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected status under federal, state, or local law.
 
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