Patient Advocate – Pharmacy Technician

HarmonyCares•Troy, MI

2d•Onsite

About The Position

HarmonyCares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Headquartered out of Troy, Michigan, HarmonyCares operates home-based primary care practices in 14 states. HarmonyCares employs more than 200+ primary care providers to deliver patient-centered care under an integrated, team-based, physician-driven model. Our Mission– To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care. Our Shared Vision– Every patient deserves access to quality healthcare. Our Values– The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other.

Requirements

Active Certified Pharmacy Technician (CPhT)
Current and unrestricted pharmacy license or required training/certification per state guidelines
3 years’ experience in a pharmacy technician role
Ability to communicate effectively with patients and their family members, and facility staff
Excellent written and verbal communication skills and demonstrated ability to develop effective lines of communication with all levels of staff
Adept at reading, writing, mathematics; multi-tasking; work well within stressful environment
Ability to work independently with minimal supervision
Strong interpersonal, analytical and problem solving skills

Nice To Haves

Proficiency with Microsoft Office (Word, Excel)
Experience working with pharmacy technician protocols
1 or more years working in a call center
Experience with EMR or pharmacy system
Medical Terminology

Responsibilities

Serve as the first point of contact for callers with medication refill requests, and either resolves the call or re-directs callers to other teams or escalates to the pharmacist per protocols.
Maintain clear and compassionate communication with patients, family members, providers, pharmacists, and other external entities, representing the company in a professional and courteous manner in all interactions.
Quickly and accurately enter prescription renewal requests into the EMR, review patient records and other available information to identify and work to resolve potential discrepancies.
Follow renewal protocols to accurately enter appropriate quantities and refills for medication renewals.
Identify and escalate medication issues that fall outside established protocols.
Communicate effectively with patients, providers, staff members, service teammates, and pharmacies.
Optimize refill service workflows and processes to improve efficiencies and improve outcomes.
Ensure maintenance of and adherence to established policies and procedures related to prescription renewal.
Maintain accurate and appropriate documentation within EMR.
Complete opening shift duties and closing shift duties to ensure collaboration with afterhours team, as assigned.
Demonstrate exceptional customer service by addressing all inquiries, concerns, and needs with empathy, professionalism, and a solutions-oriented mindset.
Complete data entry work, including but not limited to: updating patient information, updating pharmacies, and updating medication lists.
Provide back-up coverage to the Patient Advocates, as needed.
Adhere to all state and federal laws, including HIPAA.
Appropriately identify, acknowledge, and escalate and/or address patient complaints, grievances, and concerns in a timely and effective manner.
Collaborate with care team members to promote quality patient care, satisfaction, and outcomes.
Participate in quality improvements as assigned.