Summary
This position supports the Ambulatory Clinical pharmacy team by performing outreach to patients to help close care gaps and ensure evidence-based, quality patient care. The position primarily involves telephonic outreach to patients with reminders, scheduling appointments for the pharmacists, and relaying information from the pharmacy team to the patients.
Essential Job Functions -
Perform outbound telephonic outreach to patients. Independently triage outreach based on multiple moving projects and requests from multiple clinical pharmacists for support. Answer inbound patient line. Answer questions and triage patient concerns to pharmacy team as appropriate, using independent problem solving skills. Convey messages clearly to patients while effectively interpreting and answering patient questions and concerns. Escalate patients to staff appropriately based on algorithms and key words, and triage both outgoing and incoming calls with high quality patient care. Provide excellent customer service, under all conditions.Effectively utilize data to triage patient outreach, based on protocol and workflow. Sort, filter and analyze patient data on Microsoft Excel spreadsheets with minimal supervision to perform this responsibility. Document triage data on spreadsheets. Provide reports on Excel data to supervisor upon request and at regular intervals.Complete chart review and documentation in Epic, following protocols to include or exclude patients for outreach/appointment scheduling, by reviewing for key elements in Electronic Medical Record. Must document appropriately, route charts effectively, and schedule patients in the Electronic Medical Record.Operate and run daily working reports in Epic, provide clerical support for clinical pharmacists, and provide general office support as assignedInteract with patients and healthcare professionals and effectively communicate, answer questions, and triage patient and patient-care issues to pharmacist as appropriateThis document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job related duties as required by their supervisor, subject to reasonable accommodation.This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.
Licensing/Certification
Medical Assistant, LPN, Pharmacy Technician or other community health worker certification (required)
Certification in Excel or other data tools (preferred)
Education
Vocational/ Technical Degree (required)
Associate Degree (preferred)
Work Experience
2 years of health care experience. Experience with health-care systems, data analysis, and medication name and indications essential.
Skills
Understanding of common medical terms as well as names and uses of common medications is required.
Strong customer service skills and experience in telephonic patient care.
Eligible to access Electronic Medical Record
Ability to problem solve and act independently
Strong interpersonal skills and ability to work collaborative with patients, non-clinical staff, clinical staff and project team.
Highly organized and detail oriented with strong tact and diplomacy skills
Effective oral and written communication skills, communicates information correctly.
Many of our opportunities reward* your hard work with:Comprehensive, affordable medical, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/AD&D
Employer contributions to retirement savings plan when eligible
Paid time off
Educational Assistance
And much more
*Benefits offerings vary according to employment status
All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com