Clinical Call Center Rep

Description

JOB SUMMARY

The Medication Therapy Management (MTM) Patient Engagement Coordinator will provide assistance to the MTM Pharmacist(s) to support our mission of delivering safe, effective, and affordable medication therapy to our target population. The MTM Patient Engagement Coordinator will support the MTM Pharmacist(s) in providing outstanding customer/patient service. In addition, MTM Patient Engagement Coordinator will assume the responsibility of performing technical and clerical duties, which do not require the professional clinical judgment of the Pharmacist.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Contact patients to introduce and explain the benefits of the MTM program
• Schedule appointments for the MTM Pharmacist(s) to complete Comprehensive Medication Reviews, Disease State Medication Reviews, or Targeted Interventions
• Receive and respond to incoming patient calls; take appropriate action based off protocols and use critical thinking skills to escalate calls to appropriate parties when needed
• Ensure each patient has a positive experience by providing a high level of customer service by answering promptly, professionally, and politely
• Accurately document all discussions with patients and schedule follow up appointments as needed
• Update patient demographic information in the MTM platform
• Obtain correct/updated health care provider contact information
• Provide outstanding customer service
• Place onboarding confirmation calls to new MTM Solution customers
• Perform auxiliary functions essential to the efficient operation of the department
• Comply with the MTM Telecommuters Policy, which may include site check of remote workspace
• Meet productivity and performance expectations set forth by manager

Qualifications

KNOWLEDGE & REQUIREMENTS

• Call Center Operations (Pharmacy, Medication Therapy Management)
• Excellent Customer Care skills
• Working in Remote environment

EDUCATION & EXPERIENCE REQUIREMENTS

• High School diploma, GED or equivalent, or equivalent work experience preferred
• 12 months experience in at least one of the following settings: medical, pharmacy, health insurance or call center preferred
• Customer service experience, sales experience and/or high volume scheduling experience preferred
• Ability to provide excellent customer service with a can do attitude
• Proven record of excellent attendance and punctuality
• Additional education in a medical field (e.g. medical assistant, CNA, pharmacy technician, etc.) preferred
• Familiarity with medical/medication terminology preferred
• Experience with MTM Platforms, electronic health records or scheduling software preferred
• Experience working in a remote or telecommuter environment 

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee 
to successfully perform the essential functions of this job.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing

What’s In It For You?

• Medical, Dental and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Paid Parental Leave
• Adoption Assistance Program
• Employee Resource Groups
• Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Program
• 401k Employer Match & Roth Option Available – immediate eligibility

The hiring range for this position is $18.00 per hour. The actual base pay offered will consider candidate’s geographic location, job related knowledge, experience, and skill amongst other potential factors. There may be a bonus or commission, and/or a long-term incentive that will be provided as part of the compensation package, along with medical, financial and/or other benefits, depending on the level and position offered.

#LI-DNP