Patient Engagement Specialist

Location: Remote

The Patient Engagement Specialist will be responsible for outbound patient refill calls and assisting the patient through the entire refill process.  This role will be responsible for some or all of the following activities: responding to patient requests and inquiries regarding prescription drug plan coverage and fulfillment through the pharmacy, answering inbound calls to support the health system, conducting status checks on prescriptions, assisting pharmacies in properly adjudicating electronic prescription drug claims, and resolving adjudication error messages. This role is also responsible for providing knowledgeable and courteous customer assistance and response to members, providers, and pharmacy team member inquiries as this role serves as a point of contact between patients, pharmacy, liaisons, clinical providers, and various internal functional areas.

Key Responsibilities:

• Proactively coordinate medication refills including data entry and pharmacy claim adjudication
• Make outbound patient refill phone calls and complete the patient refill request
• Answer, resolve and triage inbound inquiries
• Clarify prescription orders with pharmacist and/or clinician as appropriate
• Identify medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medications
• Manage, organize, and update relevant data using database applications
• Apply observations and recommendations regarding operational issues, increased productivity, and quality standards
• Identify trends and resolve problems by recommending improvements and implementing changes
• Actively participate in process improvement initiatives
• Act as a value-added business partner to stakeholders throughout the organization
• Protect organization's value by maintaining confidential information
• Update knowledge by participating in educational opportunities, reading professional publications, and maintaining networks
• Ability to be flexible on shift times: typical shift times: 8:30AM to 5:00PM but can differ based on time zone and clinic operating hours (standard hours to be discussed at time of hire and overtime and weekend hours may be required as needed)
• Other duties and/or responsibilities may apply

Required Licenses/Requirements:

We are seeking experienced pharmacy technicians who are state registered as a pharmacy technician. Nationally certified as a CPhT or equivalent is required.

*If the candidate's state of residence does not have a state registration available, then the National certification is required at time of hire. Should additional licensure need to be obtained, the applicant will commit to obtaining the required licensure within a mutually agreed upon timeframe. Continued employment is contingent upon meeting these requirements. 

Experience/Education:

• 1-3 years of pharmacy technician experience adjudicating claims
• Experience managing refills, working in a specialty pharmacy, working with clinical care teams, and working remotely strongly preferred but not required
• High school diploma or GED required

Skills: Candidates should have strong interpersonal communication skills, exceptional phone skills, comfortability with proactively engaging patients over the phone, comfortability reaching out to on-site clinicians, payors, and pharmacies , and proficient in Microsoft Office, particularly Excel and Word and the ability  to quickly learn other programs An ideal candidate must also adapt to Shields’ unique tools ,have strong organizational skills proven ability to follow all policies, and meet/exceed metrics established

Traits: Organized, high-integrity, high accountability, attention to detail, dependable, quality focus, empathetic, good listener/communicator, collaborative, consistently arrives at work on-time with minimal unscheduled time off

Other: Ability to sit and/or stand with focus at a workstation for a long period of time; discretion and confidentiality are essential as position deals with highly sensitive and private data

Job Salary: 

This information is being provided to promote pay transparency and equal employment opportunities at Shields Health Solutions. The current pay range for this position is $20.00 to $23.00 hourly. The actual salary within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience, and other relevant factors.