Pharm Outreach Specialist

Wellbe Senior Medical•Chicago, IL

36d

About The Position

WELLBE INTRODUCTION The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients. This population is typically underserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care. WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum. GENERAL SUMMARY The pharmacy outreach specialist plays an integral role by assisting patients in adhering to their medication regiment as well as by coordinating with pharmacies in distributing medication to patients. This position on the central quality initiatives team will act as a liaison between patient, provider, and pharmacy to promote medication adherence and improve pharmacy quality measures, specifically the Part D STARS measures proportion of days covered (PDC). The pharmacy outreach specialist will conduct patient outreach to identify and address medication adherence barriers and serve as a medication adherence subject matter experts for the organization. This important role will contribute to increasing overall quality ratings by ensuring patients refill and take their medication on time and as directed. The pharmacy outreach specialist is responsible for pursuing new medications and/or refills for our patients. You will pursue medications for our patients by sending faxes, calling doctors, and calling our patients. These positions are call oriented, repetitive, and fast-paced. To be successful in this job you must be very comfortable working on several different computer programs and can interpret data quickly and accurately. You will process a substantial amount of patient information every day. You will have the satisfaction of knowing that YOU are helping our patients receive their medications, and that will help them be more adherent and stay healthier longer. We are looking for an individual with strong telecommunications and quality experience to engage patients that have been identified as having a medication adherence gap or issue with filling timely medication(s) and help coordinate their refills. The ideal candidate will have excellent communication skills, attention to detail and comfortable working in a dynamic environment. You likely thrive under pressure and see ambiguity and uncertainty as your opportunity to solve problems, innovate and deliver. You will be expected to work both independently and as part of a team within a multi-disciplinary environment. This is truly an exciting time to contribute to high quality patient care and improve clinical outcomes for patients.

Requirements

High school diploma or equivalent
Minimum of 3 years of experience in customer service or outreach demonstrating ability to influence customers/ members; or any combination of education and experience, which would provide an equivalent background
Pharmacy Tech Certification, or Training required
Easily navigates through multiple computer systems
Comfortable on the phone to engage with patients, pharmacies, doctor offices, insurance companies, etc.
Call Center Experience
Strong proficiency in MS Office (e.g. Excel) and Google documents/spreadsheets
Ability to synthesize and analyze large amounts of data to make sound business decisions
Requires strong oral, written, and interpersonal communication skills, problem-solving and facilitation skills
Excellent detail orientation and organizational skills
Strong orientation towards patient-centric care creating an unmatched patient experience

Responsibilities

Assisting patients adhere to their medication regiment and by assisting clinicians and pharmacies in distributing medication to patients
Completing telephonic outreach to patients to identify and address medication adherence barriers
Pursuing medications for our patients by faxes, calling doctors, and calling our patients
Reach and maintain productivity and quality metrics
Assist in developing logic to target highest priority patients for outreach
Contact prescribers offices via telephone in pursuit of medication
Contact patients via telephone and text in pursuit of medication
Provide one call resolution on all calls
Keep a high level of professionalism when speaking patients, providers, and other employees
Keep lines of communication open with the team members to address potential issues that may arise
Conducts medication compliance calls to patients
Gathers and records appropriate member information in accordance with policies and procedures via telephone
Educates patients on importance with medication adherence, formulary, medication resources or assistance programs
Encourages members to participate in the Care Management programs by providing information about the program, outlining program features/value and explaining available services
Records call details and utilize call scripts as needed based on client requirements
Completes & coordinates medication refill with retail pharmacies, primary doctor, or other clinicians, as required. Contacts physician offices to obtain demographic information or related data as needed
Confirms patients' demographic information as necessary for mail order prescriptions
Transfers prescriptions as requested by patients or other pharmacies
Triages calls/voicemails, working to resolve any outstanding prescription issues, as appropriate
Directs member inquiries to appropriate clinical staff
Maintains record keeping and generates reports related to outreach, and other ad-hoc reports
Adheres to HIPAA requirements while contacting patients, providers, and other pharmacy staff
Applies excellent communication, customer service, and problem-solving skills to all interactions