Support Services Specialist - Anticoagulation Case Management Services

UIOWA•Iowa City, IA

23h•Hybrid

About The Position

Under the supervision of the Ambulatory Care Pharmacy Manager, this position will provide clinical and administrative support for the Department of Pharmaceutical Care to ensure effective and efficient delivery of health care in the Anticoagulation Case Management Service (ACMS). This position requires discretion, independent judgment, autonomy, and a high degree of customer service. Responsibilities of the position are outlined below and may include other support services tasks (including, but not limited to patient medication management calls, assistance with pharmacy billing and shipping activities) as assigned. Position Responsibilities Support Services to Clinical and Non-Clinical Departments Provide the first line of customer contact for all patients seeking services from the Department of Pharmaceutical Care’s ACMS clinic. Patient support includes: greeting and assisting patients, scheduling patients for in-person visits and telephone visits, coordinating medication and laboratory monitoring, and triaging telephone calls. The position is also a liaison to inpatient units and ambulatory clinics to ensure appropriate patient continuity of care. Coordinate patient care kits as needed. Communicate/Collaborate with Internal and External Constituents Collaborate with inpatient unit and ambulatory clinic personnel to coordinate patient continuity of care (i.e. new clinic visit enrollment, follow-up appointment, laboratory monitoring). Identify process improvement opportunities and ways to enrich communication with others. Enhance visibility of the Department by implementing best practices and developing strong working relationships with UI staff. Develop Programs, Policies, Practices that Enhance Patient/Staff Environment Provide feedback regarding opportunities for clinic expansion and process improvement to enhance safety, efficiency and patient/staff satisfaction of the ACMS clinic. Compliance Maintain appropriate policies and records to comply with the Iowa Board of Pharmacy rules and regulations and other accrediting agencies. Data Integrity Maintain, input and ensure integrity of data and records related to compliance, patient scheduling and patient monitoring. Human Resources Provide information to ACMS staff regarding compliance and clinic prioritization. Maintains and distributes meeting minutes for monthly ACMS meetings. Volume and Financial Management Collect, compile and distribute volume, clinical and financial data to ACMS pharmacists and management. Provide suggestions for improvement when opportunities arise.

Requirements

Completion of a Bachelor’s degree or equivalent combination of education and experience.
Iowa Board of Pharmacy registration as Pharmacy Trainee required prior to commencement of employment.
Successful completion of the pharmacy technician certification exam within one year of the start of employment.
Previous experience (typically 6-12 months) in administrative office/support services.
Experience and proficiency with computer software applications (i.e. Microsoft Office Suite – Word, Excel, Outlook, PowerPoint) or comparable programs.
Strong attention to detail and proven ability to gather and analyze data and keep accurate records.
Self-motivated with initiative to seek out additional responsibilities and tasks along with generating suggestions for improving workflow.
Effective verbal and written communication skills, active listening skills and the ability to maintain professionalism while handling difficult situations.
Demonstrate effective problem solving abilities and meets challenges with resourcefulness.
Familiarity with medical terminology.

Nice To Haves

Experience working in a complex hospital system is highly desirable.
Experience working in a collaborative team environment is desirable.
Pharmacy experience is desirable.
Experience working with multiple technology platforms (i.e. Epic, GE) is desirable.
Knowledge and understanding of the Health Insurance Portability and Accountability Act (HIPAA) is desirable.

Responsibilities

Provide the first line of customer contact for all patients seeking services from the Department of Pharmaceutical Care’s ACMS clinic.
Patient support includes: greeting and assisting patients, scheduling patients for in-person visits and telephone visits, coordinating medication and laboratory monitoring, and triaging telephone calls.
The position is also a liaison to inpatient units and ambulatory clinics to ensure appropriate patient continuity of care.
Coordinate patient care kits as needed.
Collaborate with inpatient unit and ambulatory clinic personnel to coordinate patient continuity of care (i.e. new clinic visit enrollment, follow-up appointment, laboratory monitoring).
Identify process improvement opportunities and ways to enrich communication with others.
Enhance visibility of the Department by implementing best practices and developing strong working relationships with UI staff.
Provide feedback regarding opportunities for clinic expansion and process improvement to enhance safety, efficiency and patient/staff satisfaction of the ACMS clinic.
Maintain appropriate policies and records to comply with the Iowa Board of Pharmacy rules and regulations and other accrediting agencies.
Maintain, input and ensure integrity of data and records related to compliance, patient scheduling and patient monitoring.
Provide information to ACMS staff regarding compliance and clinic prioritization.
Maintains and distributes meeting minutes for monthly ACMS meetings.
Collect, compile and distribute volume, clinical and financial data to ACMS pharmacists and management.
Provide suggestions for improvement when opportunities arise.