Patient Engagement Specialist Stoughton, MA

Overview

Patient Engagement Specialist |

Location:

Remote (Prefer Phoenix or Stoughton metro areas)

The Patient Engagement Specialist will be responsible for providing service for inbound pharmacy phone calls and/or placing outbound patient refill calls and assisting the patient through the entire refill process. This role will respond to patient requests and inquiries regarding prescription drug plan coverage and fulfillment through the pharmacy; handle inbound calls to support the health system's needs in patient status checks on prescriptions;

assist pharmacies to properly adjudicate electronic prescription drug claims and resolve adjudication error messages; provide knowledgeable and courteous customer assistance and response to members, providers, and pharmacy team member inquiries; and serve as a point of contact between patients, pharmacy, liaisons, clinical providers, and various internal functional areas.

• Proactively coordinate medication refills including data entry and pharmacy claim adjudication
• Make outbound patient refill phone calls and complete the patient refill request
• Answer, resolve and triage inbound inquiries
• Clarify prescription orders with pharmacist and/or clinician as appropriate
• Identify medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medication
• Manage, organize, and update relevant data using database applications
• Apply observations and recommendations to operational issues, increased productivity, quality, and customer-service standards
• Identify trends, resolve problems; recommend improvements; implement change
• Actively participate in process improvement initiatives
• Act as a value-added business partner to stakeholders throughout the organization
• Protect organization's value by keeping information confidential
• Update knowledge by participating in educational opportunities; reading professional publications; maintaining networks; participating in professional organizations
• Flexible scheduling to meet business needs with health system partners starting as early as 7:45 AM (EST) / 8:00 AM EST
• Other duties and/or responsibilities may apply

Experience and

Education Requirements:

• 1-3 years of Pharmacy Technician and adjudicating claims
• Experience strongly preferred but not required - managing refills, specialty pharmacy, working with clinical care teams, and working remotely

Education: High school diploma or GED required

Required Licensure/Certification:
We are seeking experienced pharmacy technicians who are state registered as a pharmacy technician. Nationally certified as a CPhT or equivalent is strongly preferred but not required. If additional licensure is needed, the applicant will commit to obtaining the required licensure within a mutually agreed upon timeframe. Continued employment is contingent upon meeting these requirements.

If the candidate's state of residence does not have a state registration available, then the National certification is required at time of hire. If additional licensure is needed, the applicant will commit to obtaining the required licensure within a mutually agreed upon timeframe. Continued employment is contingent upon meeting these requirements.

Strong interpersonal communication skills, exceptional phone skills, comfortable with proactively engaging patients telephonically, comfortable reaching out to on-site clinicians, payors, and pharmacies telephonically, highly proficient in Microsoft Office particularly Excel and Word; able to quickly learn other programs, adapt to Shields’ unique model/tools and able to extract relevant information; strong organizational skills a must

Organized, high-integrity, high accountability, attention to detail, dependable, quality focus, empathetic, good listener/communicator, collaborative, consistently arrives to work on-time with minimal unscheduled time off

Energetic, highly motivated, team player with strong personal and communication skills, ability to sit and/or stand with focus at a workstation for a long period of time; discretion and confidentiality essential as position deals with highly sensitive and private data

• Remote role requires sitting at a desk with two company-required monitors
• Must have high speed, stable, and reliable internet connection
• Must be willing to work overtime to support week to week fluctuations in patient care management
• Must have a distraction-free work environment where your primary focus is patient care throughout the day
• Ability to have camera on for most meetings with co-workers or leaders

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Shields Health Solutions provides equal employment…