Patient Support Specialist

BioMatrix Specialty Infusion Pharmacy•Los Angeles, CA

8h•$20 - $25•Onsite

About The Position

BioMatrix is a nationwide, independently-owned infusion pharmacy with decades of experience supporting patients on specialty medication. Our compassionate care team helps patients navigate the often-challenging healthcare environment. We treat our patients like family and get them started on therapy quickly. We work closely with them as well as their family and their healthcare providers throughout the patient journey, staying focused on optimal clinical outcomes. At BioMatrix the heart of our Inclusion, Diversity, Equity, & Access (IDEA) philosophy is the commitment to cultivate a welcoming space where everyone’s contributions are acknowledged and celebrated. Our goal is to draw in, develop, engage, and retain talented, high-performing individuals from diverse backgrounds and viewpoints. We believe that both respecting and embracing diversity enriches the experiences and successes of our patients, employees, and partners. Location: It is anticipated that an incumbent in this role will work onsite in Van Nuys, CA. Work location is subject to change based on business needs. Monday-Friday 8 am-5 pm PST. Job Description: 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)
Strong phone skills, speaks clearly, supports active listening, and manages call flow effectively meeting the needs of the caller as effectively and efficiently as possible
Strong ability to build and maintain contacts and effective working relationships with internal and external customers including patients, caregivers, healthcare service providers, and field team members
Ability to support and manage difficult situations while remaining calm and working with team members to organize a resolution
Ability to take direction and learn from experience and engagement with each patient encounter
Ability to organize workload while supporting disruptions and escalation
Ability be patient and caring for peers and patients
Working knowledge of medical terminology
Ability to perform referral related work and tasks in an organized fashion with focus on complete information and time related deadlines
Ability to complete multiple projects with time sensitive deadlines
Ability to manage more than one priority project at a time
Ability to work as part of a team/committee to complete assigned tasks
Ability to exercise independent judgment and at times, work independently
Ability to enlist cooperation of other people and department in completing assigned work and projects
Ability to actively communicate, inspire and motivate peers, customers, and other stakeholders encountered in the referral services department
Ability to think and act strategically and proactively
Ability to maintain accurate records and prepare reports and correspondence related to the work
Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; demonstrates group presentation skills; actively participates in meetings
Writes clearly and informatively with professional context and direction; edits work for spelling and grammar; varies writing style to meet needs of audience; presents qualitative and quantitative data effectively; able to read and interpret written information effectively.
Become and remain proficient is all technology platforms, applications, and programs necessary to perform duties

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
Ability to prioritize and handle multiple tasks and projects concurrently
Careful attention to detail
Performs related duties as requested
Participates in quality assurance activities and audits as directed
Participation in membership of professional societies or organizations as deemed helpful or necessary for role
Will participate in legal and ethical compliance training each year.
Will consistently behave in compliance with the BioMatrix, LLC’s legal and ethical policies and procedures.
Will abide by the policies of BioMatrix, LLC as set forth in the Compliance Manual.
Will not participate in any conduct considered to be unethical or illegal.