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Key/Essential Functions & Responsibilities

• Provides clerical and administrative support for PHC patients and their circles of support, Citywide, serving as the primary resource for medication-related requests, providing excellent service while ensuring appropriate tracking, follow-up and coordination for medication-related matters or inquiries.

• Accepts calls and collects information from appropriately authorized PHC patients and circles of support regarding medication requests in a call center environment and responds to related inquiries from pharmacies, home health agencies or other external parties, collecting and providing appropriate information in accordance with all policies and procedures.

• Documents requests and sends messages to providers regarding medication-related requests, as needed and conducts follow-ups with providers, pharmacies or others if needed to confirm receipt and processing of requests.

• Collaborates with multidisciplinary team to ensure optimal care is provided to the patient, assisting with redirecting patients and circles of support to appropriate resources and appropriately escalating concerns and issues to Nurse Manager, Medical Director or other applicable staff for assistance or resolution.  

• Reviews patients’ charts in electronic medical record to determine if medications are available for refill requests or if an appointment is required to support medication requests and/or hospital discharge follow-ups; schedules appointments with patients or circles of support using appropriate scheduling templates, if needed. 

• Liaises with providers to secure approvals or letters of medical necessity to support requests for prior authorization of medication requests, submitting documentation on behalf of providers as required for specific medication(s) and/or the insurance company.

• Obtains and appropriately updates patient’s medical records by scanning, saving, uploading and/or entering notes relating to requests, follow-ups and/or prior authorization approvals for prescription medications in accordance with all applicable policies and procedures on a timely basis.

• Coordinates with Call Center staff, nursing and providers regarding prescription-related inquiries, acting as liaison between clinician and patient regarding all medication-related communications using electronic medical record system.

• Participates in quality improvement activities and escalates quality, compliance and/or safety concerns to Practice Administrator, supervisor or other applicable departments in accordance with policies and procedures or as directed by supervisor.  

• Performs all duties of a Patient Services Specialist to support day-to-day operations of the clinic, as needed or requested.

• Complies with all Federal, State, Local and other relevant regulatory agency requirements, including the Health Insurance Portability and Accountability Act (HIPAA).

• Performs all other duties, as assigned.

Minimum Qualification Requirements including education, experience, licensure/certification, etc. and essential physical capabilities (e.g. lifting, assisting lifting, standing, etc.)

• High School diploma or its educational equivalent; and

• Six (6) months experience in an outpatient clinic, doctor’s office or other healthcare environment performing clerical, customer service or related support duties; or

• Satisfactory combination of education, experience and/or training.

• Experience using an electronic medical record/electronic health record system (EMR/EHR) and familiarity with prescription medications.

• Excellent written and verbal communication skills.

• Strong customer service skills and professional manner.

• Basic knowledge of Microsoft Office, specifically Word and Outlook and ability to learn to use common office equipment and various electronic systems and software programs (e.g. Workday, Practice Management or similar databases etc.).

• Well-organized and self-directed with strong record-keeping skills.

• Basic problem-solving skills and good judgment, including the ability to interpret and follow verbal and written instructions and to recognize situations that require escalation.

• Ability to report regularly to assigned clinic location.

• Ability to meet essential physical demands of position including: using hands to finger, handle or feel objects, tools or controls; sitting, standing, bending, twisting, stooping, kneeling, crouching, pushing, pulling and reaching with hands and arms.

Preferred Qualification Requirements (desired requirements beyond MQRs above)

• Experience in a call center environment or as a receptionist providing customer service to callers

• Experience with individuals with intellectual and developmental disabilities (I/DD)

• Working knowledge of medical terminology, disorders, diagnoses and/or treatments 

• Verbal and/or written fluency in a second language preferred, Spanish highly preferred

Schedule: Monday to Friday 9am to 5pm

Pay rate: $17.00 per hour

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a Vietnam or disabled veteran. YAI is an Equal Opportunity Employer.

To ensure fairness, safeguard transparency, and promote an equitable workforce environment, YAI Network prohibits the practice of nepotism in the workforce and hiring process.