Requirements

• Must hold an active state pharmacy technician license

• Must hold an active national pharmacy technician certification (PTCB or NHA)

The Patient Outreach Supervisor will be a front-line manager for the Patient Outreach team, a team dedicated to communicating with potential patients about the value of hospital base pharmacies. They will be responsible for the development, maintenance, and growth for a team of highly efficient and trained Patient Outreach Coordinators and Onboarding Specialists. They will also maintain and build strong collaborative relationships with their partnering Hospital sites and regional operations teams. The Patient Outreach Supervisor will counsel Patient Outreach Coordinators and Onboarding Specialists on incorrect conversational topics, documentation or workflow deficiencies, and will escalate other performance concerns to the Manager of Patient Outreach.

The Patient Outreach Supervisor will take ownership of each site they supervise with regards to workflow, communications, training, access requests, growth opportunities for the business as well as managing day to day personnel.

Job Duties:

• Ensure Patient Outreach Coordinators consistently communicate with patients compliantly and convey the culture of kindness and value of the hospital-based pharmacies
• Coach Patient Outreach Coordinators on calling best practices, conversational techniques including how to listen, understand, respond, and confirm patients’ concerns about their care, pharmacy needs, and socioeconomic situations
• Complete audits of team in DialPad, TelemetryRX application, Electronic Medical Records, and other required systems to ensure effective communications with patients, efficient workflow, and compliant conversations with potential patients of hospital partner pharmacies
• Work with a high sense of urgency to manage, monitor, and facilitate any issues and/or escalations related to Outreach Coordinators with hospital partners
• Establish efficient workflows between Patient Outreach Coordinators, Onboarding Specialists and liaison team via collaboration with clinical integration team, on site managers, and Patient Outreach Management
• Manage all aspects of ADP, PTO, and Time Reports for team members
• Provide front line supervision and ongoing coaching and performance management to Patient Outreach Coordinators
• Monitoring and acting all forms of communications between Patient Outreach and other clinical and operational teams as needed
• Manage Telemetry application, email, Microsoft teams communications up to company policy
• Work with on site management at hospital partners for any collaboration calls, such as quarterly calls, kick off calls, as needed calls
• Patient Outreach team meetings: creating agendas, running meeting, follow up
• Hospital Management meeting: calls with on site manager to review current status, identify areas for improvement, and areas of success
• Record keeping/notes of all collaboration calls and team meetings
• Providing guidance/assistance/troubleshooting in daily tasks for Patient Outreach team members as requested by Patient Outreach Coordinators and Onboarding Specialists
• Review and address any concerns with Patient Outreach team, and hospital partners as needed
• Provide insight to various teams across company for growth and development opportunities as needed
• Work with various teams for special projects
• Report on hiring needs based on implementation roll outs
• Assist in interviewing, and onboarding new Patient Outreach Coordinators and Onboarding Specialists including coordinating access requests and trainings
• Investigate research needed for data analytics team, contracting team as needed
• Report to Manager of Patient Outreach

Experience/ Education:

• High school degree or equivalent; Bachelor’s degree in business administration, business, or related field preferred
• Years of Experience: Required 5+ years customer support, client services, sales with a demonstrated and proven sales record
• Have a desire and aptitude for leading others and the ability to establish credibility within a team environment.
• Be very organized with attention to detail and have great interpersonal skills, high integrity, be dependable and a good listener and an empathetic communicator. 
• Strong phone skills, highly proficient in Microsoft Office particularly Excel and Word, able to quickly learn other database programs (knowledge of the Willow, Qs1, and RX30 software system a plus) and able to identify relevant information with a focus on quality is also desirable.
• The ideal candidate will be an energetic and highly motivated, team player with a willingness to do whatever is necessary for the betterment of the company. Discretion and confidentiality are essential as position deals with highly sensitive and private data.

Patient Support Advocate

Job Purpose:

Within this role, this person will provide patient care by removing the barriers to medication access. Working with insurance companies and clinician offices to facilitate approval of medications through prior authorizations. Working with patients and a variety of funding sources such as foundations, or directly through manufactures to obtain financial assistance for high dollar co-pays.  Provide phone support to patients by navigating a variety of pharmacy dispensing systems to adjudicate claims, refill medications, and increase adherence in patients.

Job Duties:

• Directly communicate with insurance companies to facilitate the approval of medications.
• Navigate pharmacy operating systems to input data, perform adjudication on test claims and prepare action plans for follow-up.
• Effectively communicate across databases, electronic medical records and emails to document patient concerns, prior authorization status, and financial assistance needs.
• Review prescriptions with doctors' offices to ensure optimal care of the patient.
• Keep complete and accurate records of patient communications.
• Assist patients in the management of their pharmacy insurance claims.
• Work closely with pharmacists and pharmacy liaisons to provide an integrated approach quality patient care.
• Communicate directly with patients over the phone to assist them in all aspects of medication compliance.
• Research and investigate information to enable strategic decision-making by others.
• Manage, organize, and update relevant data using database applications.
• Apply observations and recommendations to operational issues, increased productivity, quality, and customer-service standards.
• Identify trends, resolve problems; recommend improvements; implement change.
• Actively participate in process improvement initiatives.
• Act as a value-added business partner to stakeholders throughout the organization.
• Protect organization's value by keeping information confidential.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Minimal in or out of state travel may be required.
• Perform other duties as assigned.

Experience/ Education:

Required Licensure/Certification:  We are seeking experienced pharmacy technicians who are state registered, or state certified as a pharmacy technician.  Nationally certified as a CPhT or equivalent is strongly preferred but not 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. 

Years of Experience: Required 1+ years as a Pharmacy Technician

Education: High school diploma or GED required

Overview:

Springboard is launching an online course for aspiring Pharmacy Technicians who have no prior experience in healthcare or pharmacy. Springboard is looking to hire an engaging Live Course Instructor with prior experience teaching aspiring CPhTs to supplement the self-directed and 1:1 tutoring components of the program. 

Responsibilities:

• Facilitate large-group “review sessions” (20-75 students per session) aligned to key curriculum areas over a 25-week period. Sessions will be 60 mins each. We’re expecting ~10 distinct lectures needed over this period, repeated 2-3 times each to accommodate time zones. 
• Review sessions will have a specific focus on memorization, study strategies, and recall practice – eg: sharing mnemonic devices and memory tricks to learn specific topics, and quizzing students via games. 
• Lead engaging, motivational sessions that help build student confidence on material. 
• Prepare independently for live sessions (up to 4 additional hours per week).
• Work with Springboard to develop and modify session agendas and lecture decks as needed.
• Develop gamified approaches using tools like Kahoot and others. 
• Offer 2-3 live session slots for a given topic, to accommodate different time zones. 
• Perform skill demonstrations live, as needed, for 6 key lab skills. 
• Support NHA ExCPT and PTCB exam prep by holding exam review sessions towards the end of the course. 
• Respond to student questions and help moderate the course online community channel throughout the duration of the course, specifically responding to questions about the course material. 
• This might also include monitoring Canvas discussion boards for weekly student responses and questions.
• Armed with an understanding of best practices and approaches to delivering Pharmacy Technician–aligned education online, apply your subject matter expertise in:
• Core pharmacy workflows and entry-level technician skill development
• Pharmacy law, regulatory compliance, and medication safety principles
• Pharmacology fundamentals, drug classifications, and brand/generic identification
• Dosage calculations, conversions, and accuracy protocols
• Customer service and patient-centered communication in pharmacy settings
• Appropriate depth of content for entry-level Pharmacy Technician training
• Pharmacy Technician scope of practice across retail and clinical environments
• How to recreate pharmacy workflow and skill-based training outside of a live pharmacy setting
• Determining “need-to-know” vs. “nice-to-know” knowledge for ExCPT-aligned training
• You may be called upon to: 
• Work with Springboard's Learning Experience team and Instructional Designers to adjust session content as needed. 
• Other needs as they arise 

Qualifications:

• At least 5 years of experience working as a PharmD or a CPhT. 
• Active PharmD or CPhT license and/or certification. 

Experience teaching CPhTs online. 

• Experience using online teaching tools (eg: Canvas, Zoom, Kahoot). 
• Strong presentation and facilitation skills with large student audiences; students should feel more confident and motivated leaving the session than when they arrived. 
• A robust toolkit of “memory and learning tricks” you use to teach CPhTs topics like Basic Pharmacology, Drug Classifications & Disease States, A&P, Pharm Law, Math, and more. 
• Strong student empathy, excellent communication skills and a positive outlook on the PharmTech role & Pharmacy career. 
• You live and work in the US.

Pay: Up to $40 an hour pending location and experience