Senior Medication Support & Fulfillment Specialist - Mail Order Pharmacy

Overview

Position Summary
The Senior Medication Support & Fulfillment Specialist is responsible for providing pharmacy services within the context of the mail order pharmacy offering traditional and specialty medication patient support and fulfillment following safe and best practice standards. Functions include, but are not limited to, reviewing patient profiles for duplication of therapy, processing prescription orders, resolving insurance and/or billing issues, and the preparation of prescription orders for final review by the pharmacist that are ultimately dispensed to the patient either via mail, courier, or picked up at originating pharmacy.

Special attention will be made towards upholding specialty pharmacy standards such as those required by URAC guidelines and Health Plan performance guarantees for related prescription orders. The Specialist will be an integral team member in meeting key performance guarantee metrics which may include call response time, dispensing accuracy, timely shipping, and overall patient/client experience. The Specialist works under the direct supervision of the pharmacist, and/or the management team to ensure delivery of high-quality patient-centered pharmacy services.

Position:
Senior Medication Support & Fulfillment Specialist

Department:
Mail Order Pharmacy

• Patient Medication and Client Support – Responsible for managing and supporting patient medication prescription profile
• Provide outbound therapy/medication adherence check-ups and process refills to ensure no gaps in refills/treatment
• Profile review that entails medication reconciliation, review for duplication of therapy, medication synchronization, etc. under the supervision of the pharmacist
• Ensure timely filling, renewal, and refilling of prescriptions to increase medication compliance
• Follow applicable Federal and State laws and regulations to ensure patient safety and protect patient privacy (e.g., HIPAA)
• Encourage patients to keep updated contact and mailing address information to improve pharmacy experience
• Work closely with patients to deliver a full continuum of medication adherence support by utilizing our tools and applications
• Leverage available tools, resources, applications, and training to assist accurately and effectively support patients
• Build relationships with patients by providing friendly, courteous and efficient service
• Ensure ongoing patient engagement and continued pharmacy utilization which is essential for growth and thus is a key measurement outcome for success
• Medication fulfillment competencies for central fill, traditional, and specialty prescriptions

• Personnel Responsibilities – Build and maintain relationships with patients, providers, care teams, and ancillary support necessary to sustain efficient services
• Maintain professional competency through continuing education and training
• Maintain knowledge of developments in the field by reviewing pertinent literature and/or attending professional meetings
• Attend and participate in management training and development workshops
• Maintain familiarity with department policies and procedures, and adapt to changes in departmental needs
• Maintain patient information confidentiality per established protocols
• Maintain a clean and orderly work environment
• Follow infection control and safety procedures
• Maintain and support pharmacy relationships to ensure seamless transition of patient care

• Navigate patient EMR to effectively answer questions and provide documentation for prior authorizations
• Communicate with providers (doctors, nurses, pharmacists) in a timely and professional manner
• Communicate with manager and supervisor to support new and ongoing initiatives
• Communicate with Pharmacy Patient Liaisons to ensure high-quality patient adherence
• Resolve high-level patient care issues and determine when to involve managers and/or clinicians
• Demonstrate resourcefulness and provide workable solutions to complex problems
• Work independently by managing workload and meeting established goals in a fast-paced environment
• Train and support new team members in day-to-day operations

Education
High school diploma or equivalent required.

Certificates, Licenses, Registrations Required
Massachusetts Registered Pharmacy Technician required. Certified Pharmacy Technician (CPhT) required.

Experience
Minimum of 4 years progressively responsible experience in a pharmacy setting.

• Energetic, positive, supportive, encouraging and overall pleasant disposition
• Effective interpersonal skills to interact with hospital staff, patients, families/visitors, physicians, colleagues, and others
• Strong operational, critical thinking, analytical and strategic planning skills
• Pharmacy licensing requirements knowledge and compliance standards
• Knowledge of inventory control systems, computer operations, automation familiarity, and advanced system features
• Ability to implement new…