Pharmacy Medication Access Coordinator

Boston Medical Center•Boston, MA

About The Position

Boston Medical Center’s Specialty Pharmacy serves patients with complex chronic medication needs through an integrated care team of pharmacists, pharmacy technicians, pharmacy liaisons, and medication access coordinators. The Pharmacy Medication Access Coordinator provides hands-on support to patients and pharmacists, combining personalized patient service with specialty pharmacy business performance. The role works closely with patients and clinic teams to support medication adherence, successful medication acquisition, and positive patient outcomes, while coordinating among patients, pharmacies, payers, and providers. The coordinator performs pharmacy technician services and assigned tasks independently, with increased competency in patient medication therapy. The position supports patient recruitment and retention, medication access and adherence, clinic-to-pharmacy coordination, and efficient operations. It also serves as an operational resource for leadership and colleagues, while providing effective, appropriate, and safe pharmacy services under the direct supervision of leadership.

Requirements

High school diploma or GED required.
Must be registered as a Pharmacy Technician with the Massachusetts Board of Pharmacy or hold a Massachusetts Pharmacy Intern License.
Technicians must have current active national certification verified by PTCB or ExCPT.
Four to five years of pharmacy experience required; pharmacy interns must be in their second year.
Excellent English oral and written communication skills, including professional telephone communication.
Strong interpersonal skills to provide personalized customer service, build confidence, advocate for patients, and explain information clearly.
Organization, attention to detail, self-direction, multitasking and prioritization skills, dependability, empathy, quality-service orientation, and goal orientation.
Cultural sensitivity and comfort working with diverse social, racial, and ethnic populations.
Discretion and confidentiality when handling sensitive and private information.
Ability to understand and promote hospital objectives and coordinate work in support of program goals.
Flexibility to adapt to changing departmental needs, assist colleagues, and adjust assignments.
High proficiency in Microsoft Office, particularly Excel, Word, and Outlook.
Ability to learn relevant patient-care applications quickly and extract necessary information.
Ability to work independently, manage workload, and meet goals in a fast-paced environment.

Nice To Haves

Associate or bachelor’s degree preferred.
Knowledge of transplant, hepatitis C, infectious diseases including HIV, oncology, or other specialty medication therapies.
Bilingual or multilingual skills beyond English appropriate to the patient population served.
Experience submitting prior authorization requests to third-party payers.
Familiarity with the 340B drug program and ACO hospital models.
Knowledge of QS1/NRx, EPIC, Salesforce, or Navinet.

Responsibilities

Manage and grow the specialty pharmacy patient account base through patient recruitment and retention, using assigned targets and performance measures.
Follow up on leads and generate new patient referrals through provider relationships and direct customer service engagements.
Encourage clinic patients to use BMC Pharmacy and provide medication adherence support using available tools and applications.
Conduct outbound therapy and medication adherence check-ups and process refills to prevent gaps in treatment.
Monitor medication-related patient outcomes and refer or triage needs to pharmacists to support safe medication use.
Build and maintain relationships with providers, hospital staff, patients, payers, and manufacturers to support medication access and care.
Integrate with clinic staff and represent the pharmacy department in coordinating patients’ medication needs and transitions from clinic to pharmacy.
Train, mentor, and support colleagues and new staff in operational practices.
Coordinate care needs, including laboratory and appointment follow-up when needed for medication access and adherence.
Research information and resources to provide comprehensive patient support.
Process orders, forms, and applications, including prior authorizations and copay assistance, or connect patients with financial services.
Advocate for patients by helping reduce medication access barriers and encouraging appropriate medication use.
Interpret and retrieve clinical documentation to meet payer criteria for drug approvals and stay current with payer requirements in the designated work area.
Route calls to appropriate team members, document customer interactions, and identify pharmacy-related issues requiring guidance.
Navigate the patient electronic medical record to answer questions and provide documentation for prior authorizations.
Input data, adjudicate test claims, and prepare follow-up action plans to meet operational objectives.
Communicate professionally and promptly with providers, pharmacy management, medical directors, and practice managers about patient needs and hospital initiatives.
Resolve high-level patient care issues and recognize when managers or clinicians should be involved.
Manage workload independently, meet established goals, and develop workable solutions to complex problems in a fast-paced environment.
Participate in assigned departmental and organizational committees.
Support ethical pharmacy practice and safe, appropriate pharmacy services under leadership supervision.
Communicate courteously with patients, visitors, physicians, and team members; provide customer service and service recovery as appropriate.
Assist customers in person and by phone, obtain information for new prescriptions, maintain confidentiality, and refer prescription-related inquiries and clinical questions to a pharmacist as appropriate.
Report equipment maintenance needs, malfunctions, and unsafe working conditions to pharmacists or the pharmacy manager.
Adhere to BMC RESPECT behavioral standards and applicable confidentiality requirements.