• Manage refill services for select patient populations in accordance with department policies and procedures.
• Communicate via phone and electronically with patients, pharmacist, providers and other health care team members regarding patient adherence issues.
• Monitor and manage inventory activities related to patient prescription needs.
• Provide accurate documentation of all patient interactions/assessments as required by accrediting agencies, payers and/or administration.

• Communication with patient, pharmacist and/or provider to gather relevant demographic information, shipping and contact preferences.
• Provision of appropriate enrollment and contact information.
• Provides highest customer service experience for patients and providers.

• Understand the importance of effective business communication and maintaining professionalism in difficult situations.
• Participate in orientation of pharmacy technicians, pharmacists, pharmacy residents and others within the department on pharmacy practices.

• Provide assistance with the resolution of shipment/delivery issues.
• Communicate with providers, payors, patients, co-workers, supervisors and departments to resolve complex insurance issues.
• Provide assistance to patients with billing and claim resolution issues

• Workload statistics (enrolled/active patients, mail outs, etc)
• Phone statistics

Assists with evaluation and implementation of new policy and procedures

• Participate in piloting new workflows/procedures
• Assist with preparing training and orientation materials for new procedures
• Assist with training and orientation of staff to new procedures
• Assist with specialty pharmacy service equipment modifications, reorganization, and additions to implement new policy and procedure

• Provide cross functional support to assist with communication and enrollment of patients into copay/coinsurance assistance and grant programs
• Provide cross functional support to assist with troubleshooting claim payments

Pay Level: 3A https://hr.uiowa.edu/pay/professional-and-scientific-compensation/professional-and-scientific-job-classifications-pay

• Completion of a Bachelor’s degree or equivalent combination of education and experience.
• Iowa Board of Pharmacy registration as Pharmacy Trainee required prior to commencement of employment.
• Successful completion of the pharmacy technician certification exam within one year of the start of employment.

• Previous experience (typically 6-12 months) in support or customer service.
• Experience and proficiency with computer software applications (i.e. Microsoft Office Suite – Word, Excel, Outlook, PowerPoint) or comparable programs.
• Strong attention to detail and proven ability to gather and analyze data and keep accurate records.
• Self-motivated with initiative to seek out additional responsibilities and tasks along with generating suggestions for improving workflow.
• Effective verbal and written communication skills, active listening skills and the ability to maintain professionalism while handling difficult situations.
• Demonstrate effective problem-solving abilities and meets challenges with resourcefulness.
• Familiarity with medical terminology.

• Experience working in a complex hospital system is highly desirable.
• Experience working in a collaborative team environment is desirable.
• Pharmacy experience is desirable.
• Knowledge of healthcare billing, experience working with insurance and/or federal and state assistance programs is desirable.
• Experience working with multiple technology platforms (i.e. Epic, GE) is desirable.
• Knowledge and understanding of the Health Insurance Portability and Accountability Act (HIPAA) is desirable.
• Professional experience working effectively with individuals from a variety of backgrounds and perspectives.

• Resume
• Cover Letter