This position supports the specialty pharmacy service teams by performing outreach to patients to help close care gaps and ensure evidence-based, quality patient care. The position primarily involves telephonic outreach to patients with reminders, scheduling appointments for the pharmacists, and relaying information from the pharmacy team to the patients.

Essential Functions

Perform outbound telephonic outreach to patients.

Independently triage outreach based on multiple moving projects and requests from multiple clinical pharmacists for support.

Answer inbound patient line.

Answer questions and triage patient concerns to pharmacy team as appropriate, using independent problem solving skills.

Convey messages clearly to patients while effectively interpreting and answering patient questions and concerns.

Escalate patients to staff appropriately based on algorithms and key words, and triage both outgoing and incoming calls with high quality patient care.

Provide excellent customer service, under all conditions.

Effectively utilize data to triage patient outreach, based on protocol and workflow.

Sort, filter and analyze patient data on Microsoft Excel spreadsheets with minimal supervision to perform this responsibility.

Document triage data on spreadsheets.

Provide reports on Excel data to supervisor upon request and at regular intervals.

Complete chart review and documentation in appropriate technology relevant to service line. Examples include electronic health record or pharmacy patient management software. following protocols to include or exclude patients for outreach/appointment scheduling, by reviewing for key elements in Electronic Medical Record. Must document appropriately, route charts effectively, and schedule patients in the Electronic Medical Record.

Operate and run daily working reports in pharmacy systems, provide clerical support for clinical pharmacists, and provide general office support as assigned

Interact with patients and healthcare professionals and effectively communicate, answer questions, and triage patient and patient-care issues to pharmacist as appropriate

Employment Qualifications

Required Minimum Education: Vocational/ Technical Degree

Licensure/Certification Required: Medical Assistant, LPN, Pharmacy Technician or other community health worker certification

Minimum Qualifications

2 years of community health care experience. Experience with health-care systems, data analysis, and medication name and indications essential.

Understanding of common medical terms as well as names and uses of common medications is required.

Strong customer service skills and experience in telephonic patient care. Eligible to access Electronic Medical Record.

Ability to problem solve and act independently.

Strong interpersonal skills and ability to work collaborative with patients, non-clinical staff, clinical staff and project team. * Highly organized and detail oriented with strong tact and diplomacy skills.

Effective oral and written communication skills, communicates information correctly.

• Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com