Medical Receptionist/Pharmacy Technician Summit Spine and Joint Centers (SSJC) is on track to become the largest comprehensive spine and joint care provider in the state of Georgia while providing clinical, surgical, and imaging services to our patients. We are seeking qualified individuals to join our team and provide exceptional patient care! The Medical Receptionist/Pharmacy Technician is the first point of contact for patients calling about prescription and medication-related needs. This high-volume, fast-paced healthcare call center role requires excellent communication, accurate EHR documentation, strong customer service, and the ability to remain professional with patients who may be frustrated, concerned, or in pain. This position does not provide clinical or medical advice. The receptionist gathers complete information, documents requests accurately, routes them to the appropriate clinical team or provider, and communicates established processes and expectations. This job is a full-time, benefited position at Summit Spine & Joint Centers that reports to the Administrative Manager. This position's primary location will be at the Administrative Building in Lawrenceville, GA.
Primary Responsibilities:
Answer a high volume of inbound medication-related patient calls and accurately identify the reason for each call.
Process and route prescription refill/renewal requests, bridge medication requests, pharmacy changes, prescription transmission concerns, medication issues requiring clinical review, and prior authorization status inquiries.
Verify patient demographics, pharmacy information, medication details, and other required information before routing requests.
Review the patient chart for relevant documentation and previously submitted requests.
Document every patient interaction clearly, accurately, and promptly in the EHR.Communicate professionally with patients who may be frustrated, upset, in pain, or concerned about medication delays.
Set appropriate expectations regarding response times, next steps, and established medication-line processes.
Communicate with providers, medical assistants, pharmacies, front-office staff, and other departments as needed.
Follow medication-line workflows, escalation procedures, HIPAA requirements, and departmental quality/productivity
clinical questions or urgent concerns and route them appropriately without providing medical advice.
Experience Needed To Be Successful1–2+ years of healthcare experience in a medical office, healthcare call center, patient access center, pharmacy environment, medication line, or similar patient-facing role.
Experience handling high-volume inbound calls and documenting while actively speaking with
using an EHR/EMR to review patient information and create accurate telephone encounters.
Working knowledge of basic medical and medication terminology.
Strong computer navigation, typing, multitasking, written communication, and problem-solving skills.
Ability to follow detailed workflows, recognize escalation needs, and remain calm with emotionally escalated
Preferred Experience
Previous Pharmacy Technician experience is highly preferred and considered a strong advantage for this role.
Experience with prescription refill requests, medication messages, pharmacies, prior authorizations, or clinical teams.
Familiarity with prescription terminology, common medication names, pharmacy processes, and communication with pharmacies.
Experience with eClinicalWorks (eCW).Experience in pain management, orthopedics, spine care, primary care, specialty medicine, or another setting with frequent medication-related calls.
Experience in a healthcare contact center with productivity, quality, service-level, or call-performance
Pharmacy Technician certification is not required.
What Success Looks Like:
CALM UNDER PRESSURE - De-escalates frustrated patients while maintaining professionalism and control of the call.
DETAIL-ORIENTED:
Captures medication, pharmacy, dosage, patient information, and request details + ACCURATE - Navigates the chart, verifies information, documents, and routes requests efficiently.
ACCOUNTABLE:
Owns their portion of the process, follows through, and understands administrative vs. clinical boundaries.
