Happy Money is looking for a Patient Engagement Specialist to provide essential service for inbound pharmacy phone calls and place outbound patient refill calls. In this role, you will assist patients through the entire refill process, responding to inquiries and coordinating between patients, pharmacy, and clinical providers.
What You'll Do
- 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 to increase productivity, quality, and customer-service standards.
- Identify trends, resolve problems, recommend improvements, and 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, and participating in professional organizations.
- Work flexible scheduling to meet business needs with health system partners, starting as early as 7:45 AM EST.
What We're Looking For
- State registration as a pharmacy technician (if state requires). If state does not require registration, National certification (CPhT or equivalent) is required at time of hire.
- High school diploma or GED.
- 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 and tools, and extract relevant information.
- Strong organizational skills.
- 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.
- For this remote role, you must be able to sit at a desk with two company-required monitors.
- Must have a high speed, stable, and reliable internet connection.
- Must be willing and able to work overtime to support week-to-week fluctuations in patient care management.
- Must have a distraction-free work environment where you can keep your primary focus on patient care throughout the day.
- Ability to have camera on for most meetings with co-workers or leaders.
Nice to Have
- Nationally certified as a CPhT or equivalent.
- 1-3 years of Pharmacy Technician and adjudicating claims experience.
- Experience managing refills, specialty pharmacy, working with clinical care teams, and working remotely.
Work Mode
This is a fully remote role. Preference will be given to candidates in the Phoenix or Stoughton metro areas.
Shields Health Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
