POSITION SUMMARY:

The Senior Medication Support & Fulfillment Specialist is responsible for providing pharmacy services within the context of the mail order pharmacy offering traditional and specialty medication patient support and fulfillment following safe and best practice standards. Functions include but are not limited to, reviewing patient profiles for duplication of therapy, processing prescription orders, resolving insurance and/or billing issues, and the preparing and of prescription orders for final review by the pharmacist that are ultimately dispensed to the patient either via mail, courier, or picked -up at originating pharmacy. Special attention will be made towards upholding specialty pharmacy standards such as those required by URAC guidelines and Health Plan performance guarantees for related prescription orders. Specialist will be an integral team member in meeting key performance guarantee metrics which may include call response time, dispensing accuracy, timely shipping, and overall patient/client experience. Specialist works under the direct supervision of the pharmacist, and/or the management team to ensure delivery of high-quality patient centered pharmacy services.

Position: Senior Medication Support & Fulfillment Specialist

Department: Mail Order Pharmacy

Schedule: Full Time, Rotating

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Patient Medication and Client Support - Responsible for managing and supporting patient medication prescription profile
  • Provide outbound therapy/medication adherence check-ups and process refills to ensure no gaps in refills/treatment.
  • Profile review that entails medication reconciliation, review for duplication of therapy, medication synchronization, etc. under the supervision of the pharmacist.
  • Ensure timely filling, renewal, and refilling of prescriptions to increase medication compliance.
  • Follow applicable Federal and State laws and regulations to ensure patient safety and protect patient privacy. (e.g., HIPPA).

• Patient engagement
  • Encourage patients to keep updated contact and mailing address information to improve pharmacy experience.
  • Work closely with patients to deliver a full continuum of medication adherence support by utilizing our various tools and applications demonstrating genuine compassion and care for patients' well-being.
  • Leverage available tools, resources, applications, and training available to assist accurately and effectively support patients.
  • Build relationships with patients by providing friendly, courteous and efficient service.
  • Ensure ongoing patient engagement and continued pharmacy utilization which is essential for growth and thus is a key measurement outcome for success.

• Medication fulfillment related competencies for central fill, traditional, and specialty prescriptions.

• Personnel Responsibilities - Responsible for building and maintaining relationships with patient, provider, care teams, and ancillary support necessary to sustain efficient services
  • Maintains own professional and specialized competency, including the following:
  • National Technician certification.
  • Participate in experiences necessary to ensure appropriate skill development and training.
  • Maintain and display appropriate knowledge of developments in the field through continuing education, reviewing pertinent literature and/or by attending professional meetings.
  • Attend and participate in hospital and other management training and development workshops.

• Maintain excellent familiarity with appropriate department policies and procedures, including adhering to the following:
  • Adapt to changes in the departmental needs including but not limited to: offering assistance to other team members, floating, adjusting assignments, etc.
  • Maintain all medical information as confidential per established protocols.
  • Maintain work environment in a clean and orderly fashion.
  • Utilize hospital's behavioral standards as the basis for decision making and to support the department and the mission and goals.
  • Follow established infection control and safety procedures.

• Maintain and support pharmacy relationships to ensure seamless transition of patient care
• Operational Responsibilities - Sharp communication skills at all levels and thoughtful problem solving are required
  • Navigate patient Electronic Medical Record (EMR) to effectively answer questions and/or provide documentation as needed for prior authorizations.
  • Communicate with providers (doctors, nurses, pharmacists) in a timely and professional manner.
  • Communicate with manager and supervisor to provide support for new and ongoing initiatives.
  • Communicate with Pharmacy Patient Liaisons to ensure high-quality patient adherence.
  • Resolve high level patient care issues and situational awareness around when to involve managers and/ or clinicians.
  • Demonstrate resourcefulness in the face of challenges and provide workable solutions to complex problems.
  • Capacity to work independently by managing workload and meeting established goals in a fast paced environment.
  • Train and support new team members in understanding and learning the expectations for day-to-day operations in their role.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• High school diploma or equivalent required.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• Massachusetts Registered Pharmacy Technician required.
• Certified Pharmacy Technician (CPhT) required.

EXPERIENCE:

Minimum of 4 years progressively responsible experience in a pharmacy setting.

KNOWLEDGE AND SKILLS:

• Energetic, positive, supportive, encouraging and overall pleasant disposition..
• Effective interpersonal skills to interact appropriately with hospital staff, patients, families/visitors, physicians, colleagues, and others.
• Strong operational, critical thinking, analytical and strategic planning skills to manage time efficiently.
• Pharmacy licensing requirements knowledge, general compliance standards relating rules and regulations of pharmacy practice.
• Demonstrated general knowledge of inventory control system management; computer functions, operation, and support; automation familiarity and operation; advanced system features, etc.
• Ability to introduce change, implement new programs and strategies and ability to maintain program performance over time and to analyze, organize, and implement operations and procedures.
• Experience in outpatient and inpatient pharmacy services.
• Leveraging available tools, applications and training resources available to assist patients accurately and effectively.
• The ability to use data to drive performance improvement and evidence-based decisions.
• Ability to delegate work and responsibilities to others and effectively evaluate their performance.
• Ability to exercise judgment, tact, and diplomacy.
• Presentation and content development skills.
• High level of proficiency with standard Microsoft programs (i.e. MS Word, Excel, PowerPoint [ThinkCell], Outlook) and web browsers.
• Must adhere to all of BMC's RESPECT behavioral standards.

Equal Opportunity Employer/Disabled/Veterans