Patient Support Specialist

BioMatrix Specialty Pharm•Los Angeles, CA

7d•Onsite

About The Position

The Patient Support Specialist is responsible for maintaining on-going patient care through the support of patient outreach and prescription refill management services throughout the patient’s specialty or infusion therapy. Refill management support may include but is not limited to overseeing the intake or gathering of patient documentation, obtaining new prescriptions as needed for patients to continue therapy, communicating with doctors’ offices and patients, submitting insurance re-authorizations and assisting the pharmacy operations team on a daily basis. This position requires professional communication skills and compliance with all applicable laws and regulations, including state board of pharmacy and HIPAA.

Requirements

Current Pharmacy Technician registration and/or certification in good standing, as required by state Board of Pharmacy
Or commitment to obtaining necessary BoP registration/certification within first 60 days of employment
High school diploma or GED required
Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction
Experience with data entry, navigation of technology to support work environment, and general familiarity with medical terminology
Basic level skill in Microsoft Office (including Word, Excel, PowerPoint, etc)

Nice To Haves

Pharmacy Technician certification preferred (unless required by State Board of Pharmacy)
Minimum of one (1) year of experience in Specialty pharmacy preferred
Direct patient care and/or experience communicating with patient care settings such as healthcare practices, inpatient, outpatient, skilled nursing, and/or home care settings preferred

Responsibilities

Contact patients to set up prescription refills while gathering necessary data points to support refill process
Submit for insurance re-authorizations as needed
Obtain necessary documentation from doctors’ offices and/or patients, to include lab work, prescription refills, etc., while following all legal requirements
Ensure clinical compliance of patients by asking pre-determined questions and escalating to a pharmacist when necessary
Refer all clinical questions, situations, and responses to a pharmacist
Communicate professionally with both patients and doctor offices while following all legal requirements, to include state pharmacy regulations and HIPAA
Responsible for maintaining relationships with doctor’s offices to include:
Appropriate communication with offices as required and permitted by law
Communication with field-based sales representative while adhering to HIPAA requirements
Customizing services where possible in accordance with office preferences
Stay up to date with appropriate level of clinical knowledge of applicable disease states
Support other technicians, acting as mentor and trainer when appropriate
Assist pharmacy operations teams as needed
Maintain knowledge of and comply with the regulatory guidelines and standards of practice of the State Board of Pharmacy, FDA, DEA, Department of Health & Human Services, Medicare, ACHC, URAC and OSHA as applicable to pharmacy location
Communicate with physicians, patients and insurance companies within legal limits according to state, communicating professionally at all times and complying with HIPAA regulations
Triage patient and pharmacist related questions and channel to the appropriate person
Support, upon request, production/dispensing/shipping duties in an accurate and timely manner as permitted by law and under the supervision of a pharmacist
Process all faxes and E-script orders
Manage and process all refills
Input all demographic and insurance information
Verify eligibility and specific drug coverage
Work on prior authorizations and insurance over-rides as instructed
Run appropriate labels
Support refill or delivery coordination reminders using designated technology