Location:

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Position Summary

Responsible for placing outbound and receiving inbound calls to patients, care givers, and health care professionals regarding patient medications, adherence, and prescription barriers related to the patient.  This role is under the supervision of the Pharmacy Operations Manager and Pharmacy Intake Coordinator.
 

Primary Key Performance Areas

KPA 1 – Data entry, documentation, and navigation

Ensure the accurate and timely documentation of patient information into multiple software systems.

• Monitor timely creation of orders in e-prescribe and ensure accurate patient demographic information is loaded into the patient profile in CPR+.

• Able to navigate and accurately document information in CPR+/ORCA, ONCO EMR, and any additional pharmacy applications when needed.

• Review the daily Onco inbox report and document trends.

• Ensure complete and accurate patient setup in our operating systems.

KPA 2 – Pharmacy Help Desk

Communication and Documentation via pharmacy helpdesk tickets in Fresh Service, CPR+, ONCO EMR, and ORCA.

• Will facilitate communication between AON Pharmacy, the Pharmacy Liaison, Company clinics, Company Healthcare physicians/ practitioners, other Company departments and outside vendors.

• Monitor Fresh Service helpdesk requests and ensure responses to clinics are thorough, accurate, and timely.

KPA 3 – Specialty pharmacy follow-up and staff support

• SP follow-up to assure orders are being processed efficiently.

• Communicate with patient and clinic as to status of prescription. 

• Will monitor daily activities and provide backup support where needed, including PA, PAP, SP follow-ups, BV and claims adjudication as needed.

• Performs other duties and projects as assigned.

KPA 4 – Pharmacy call center communication and Customer Service

Ensure effective communication and premier customer service with all internal and external customers.   

• Will bridge the gap between patients and other specialty pharmacies by overseeing timely follow up by means of phone, e-mail or portal communication with specialty pharmacies.

• Demonstrate the ability to actively listen and understand patient questions and provide accurate answers and solutions. Will ensure that all phone calls are addressed professionally, courteously and in a timely manner. 

• Act as a liaison between teams to communicate changes and help improve interdepartmental processes to improve patient care.

• Review incoming team emails to verify they are answered in a timely and professional manner.

KPA 5 – Compliance  

Ensure all local, state, and federal guidelines are followed as well as corporate policies, pharmacy Standard Operating Procedures (SOPs) and accreditation bureaus’ standards.

• Verify all department compliance training is completed by the established deadlines.

• Maintain continuing education requirements for licensure.

• Maintain and ensure the confidentiality of all patient and employee information as required by the HIPAA regulations. Will assist department management in ensuring the storage, collection, and destruction of all Protected Healthcare Information is adherent to all federal and state guidelines, in addition to all accreditation standards.

• Performs other duties and projects as assigned.

Position Qualifications/Requirements

Education

• High school education required

Certifications/Licenses

• Active/Unrestricted Pharmacy Technician permit in the state of residence. Willing to obtain Florida Technician permit (if applicable).

Previous Experience

• Two years’ experience in specialty, retail, mail order, or hospital pharmacy as a pharmacy technician is required.

Core Capabilities

• Analysis & Critical Thinking: Critical thinking skills including solid problem solving, analysis, decision-making, planning, time management and organizational skills. Must be detailed oriented with the ability to exercise independent judgment.

• Interpersonal Effectiveness: Developed interpersonal skills, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness. Ability to work effectively with sensitive and confidential material and sometimes emotionally charged matters.

• Communication Skills: Good command of the English language. Second language is an asset but not required. Effective communication skills (oral, written, presentation), is an active listener, and effectively provides balanced feedback.

• Customer Service & Organizational Awareness: Strong customer focus. Ability to build an engaging culture of quality, performance effectiveness and operational excellence through best practices, strong business and political acumen, collaboration and partnerships, as well as a positive employee, physician and community relations.

• Self-Management: Effectively manages own time, conflicting priorities, self, stress, and professional development. Self-motivated and self-starter with ability work independently with limited supervision. Ability to work remotely effectively as required.  

• Must be able to work effectively in a fast-paced, multi-site environment with demonstrated ability to juggle competing priorities and demands from a variety of stakeholders and sites.

• Computer Skills:

  • Proficiency in MS Office Word, Excel, Power Point, and Outlook required.

  • Proficiency in ONCO, ORCA, and CPR+ is preferred.

Travel:  0%

Standard Core Workdays/Hours: Monday to Friday 8:30 AM – 5:00 PM local residence time. 

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