Job Description

Schedule: Monday through Friday, 8:30 AM to 5:00 PM (30-minute)
Compensation : $20 - $26 an hour (based on experience)

The Pharmacy Concierge serves as a Complex Care Concierge Technician. This role is responsible for providing engagement and retention services for members engaged in chronic health disease services at AbsoluteCare. This role will serve as the primary point of contact (inbound/outbound) for members, and will be responsible for some or all of the below types of activities: responding to patient requests and inquiries regarding prescription drug plan coverage and fulfillment through the pharmacy; status checks on prescriptions; assists with member adherence monitoring and member retention; responsible for providing knowledgeable and courteous customer assistance and response to members, providers, and pharmacy team member inquiries; serves as a point of contact between patients, pharmacy, liaisons, clinical providers, and various internal functional areas.

Duties and Responsibilities

• Provide superior customer service experience for each member.
• Proactively coordinate medication refills and delivery of chronic health disease medication- including data entry- in coordination with Pharmacist in Charge and Clinical Pharmacist
• Focus on the cohort of members engaged in specialty care
• Member outreach and engagement through reporting to increase utilization of AbsoluteCare Pharmacy
• Assisting Clinical pharmacist(s) with member related tasks

1. Outreach Calling / LAI Monitoring
2. Special Delivery Coordination for “Urgent” situations

iii. Misc. Operational support to assist Clinical services

• Serve as subject matter expert on Compliance/Adherence packaging
• Assist pharmacists in clarifying prescriptions as appropriate to support member adherence. Clarify prescription orders with pharmacist and/or clinician as appropriate.
• Together with pharmacist-in-charge or clinical pharmacist, track chronic disease medication adherence and delivery coordination Manage, organize, and update relevant data on high priority medication spreadsheet and attend all relevant Population Health meetings and/or physician huddles
• Apply observations and recommendations to operational issues, increased productivity, quality, and customer-service standards.
• On Call for clinic regarding any member pharmacy service questions and needs (ex. Transitioning a member to our pharmacy during a visit)
• Identify trends, resolve problems; recommend improvements; implement change.
• Actively participate in process improvement initiatives, including participation in on-going syndemic services meetings as appropriate.
• Protect organization's value by keeping information confidential.
• Update knowledge by participating in educational opportunities; reading professional publications; maintaining networks; participating in professional organizations
• Monitor and support patient adherence in coordination with clinical care team in coordination with programmatic leadership
• Other duties and/or responsibilities may apply

Minimum Qualifications

• High School diploma or equivalent.
• State Registered Pharmacy Technician
• National Certified Pharmacy Technician (CPhT or equivalent) is preferred.
• 1+ years’ experience as a pharmacy technician in a community outpatient, specialty or infusion pharmacy (Required)
• Preferred Experience – experience working patients with complex medication needs (HIV programs strongly preferred) , supporting medication adherence, working and with interdisciplinary clinical care teams
• Excellent writing and interpersonal communication skills, particularly for communicating with a wide variety of individuals from diverse backgrounds.
• Strong interpersonal communication skills, exceptional phone skills, comfortable with proactively engaging patients telephonically and in person, comfortable reaching out to on-site clinicians, payers, and pharmacies telephonically, highly proficient in Microsoft Office particularly Excel and Word; able to quickly learn other programs, ; strong organizational skills a must
• Ability to adhere to policy and procedures and maintain clear professional boundaries
• Attention to detail and ability to chart and enter data accurately
• Ability to accurately convey scientific information accurately in plain language
• Familiarity with PioneerRx pharmacy software and eClinical Works electronic health record.

Working conditions

This job operates in a professional pharmacy office environment. This role routinely uses general office equipment. Exposed to diseases and infections of patients daily. May share workspace with other technicians and staff.

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Ability to remain stationary for long periods of time.
• Constantly operates the computer, keyboard, copy and fax machine, phone, and other general office equipment.

• Ability to occasionally move objects up to 20 lbs.

Direct reports

None.

All Employees are expected to maintain the security and privacy of all information that is owned by AbsoluteCare or maintained on behalf of the company’s patients, employees, and business partners. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. This job description is subject to change at any time.