The posting
Position Summary: Under the supervision of the Pharmacy Business Services Supervisor, the Patient Assistance Coordinator will provide clinic in-reach, eligibility education, enrollment navigation and retention assistance aimed at supporting individuals/families in obtaining and retaining medication access from pharmaceutical manufacturers patient assistance programs. In addition, contributes to all units in the Pharmacy Operations Department. Essential Functions of the Job:
Upon referral from a medical provider, receives and processes requests in a timely manner with the outmost attention to accuracy and completeness. Research available pharmaceutical manufacturer programs for the specific medication product required. Educate patients and medical providers regarding the available patient assistance program benefits, restrictions, and procedures. Assists individuals in applying and retaining medication access by collecting required and accurate personal and demographic information; determining eligibility; assessing needs; providing accurate information regarding medication coverage options; uploading verification documents and completing application on patient's behalf. Complete and submit patient assistance application. Initiate and maintain proper follow-up with patients and pharmaceutical manufacturers to ensure timely processing and completion of all mandated requirements and accompanying documentation. Track and provide information regarding status of cases, drug orders and alternative funding to patient and provider. Document all communication and actions related to activity. Accurately enter and maintain data utilizing an electronic database to monitor outstanding items on each patient's case file. Ensure and follow up as needed on all reports and activities that must be completed related to eligibility (i.e., maintain records on active vouchers, tracks disenrollments, reporting to referring provider, and work with various team members of pharmacy to ensure accuracy on all eligibility issues). Serve as a liaison between medical provider and patient enrolled into the program. Coordinate appointments with patients to assist with application and resolution of any issues related to eligibility. Facilitate referral to SYH providers and community resources for assistance with other needs and intricate issues. Maintain accurate and thorough records of all activities. Prepare statistical reports and patient/client correspondence. Submit monthly reports.
Provide responsive, high-quality service to patients, medical providers, pharmacy staff and SYH employees by providing accurate, complete, and up-to-date information in a courteous, efficient, and timely manner. Provide follow-up activities as needed to ensure patients obtain and retain medication coverage. A high focus will be on assisting patients requiring more intensive assistance (i.e., senior, or adult with disabilities) to ensure there is no lapse in coverage. Conducts clinic in-reach and education activities, individually and in group, to medical providers at clinic locations about manufacturer patient assistance program services. Supports Supervisor with on-site training for new staff when requested. Following proper procedures and training templates provided by Supervisor. Works in collaboration with other team members for positive customer service, and aids, as needed for smooth operations. Assists in the supervision, maintenance, revision of established department policies and procedures, promotes abiding by Core Values, preparation of work schedules, assignment of staff, assists in appropriate education, training, and guidance of staff, and evaluation of work performance and productivity, making recommendations for staff actions.
Additional Duties and Responsibilities:
Ability to manage multiple priorities and possess good analytical skills. Ability to proficiently maneuver through all electronic applications used for the job. Adhere to established departmental policies and procedures, objectives, quality assurance, safety, environmental and infection control standards. Attend all organizational and departmental meetings and training courses as required. Perform other related duties as assigned or requested. Participates in department projects and contributes to its success through effective communication and use of its resources.
Job Requirements Experience Required:
A minimum of 2 years of experience in a healthcare setting, case management, referrals, or Pharmacy related functions with working knowledge of medical and pharmaceutical terminology. Related education may substitute for experience. A minimum of 1 year customer service experience.
Education Required:
High School Diploma or GED equivalent required. Preferred: Bachelor's degree in a health-related field or Pharmacy technician license preferred.
Verbal and Written Skills Required to Perform the Job:
Must have excellent oral and written communication skills, including the ability to communicate with medical providers, pharmaceutical manufacturers and all nternal and external customers Preferred: Bilingual (English/Spanish)
Technical Knowledge and Skills Required to Perform the Job:
Proficient in Microsoft applications and use of electronic health record. At a minimum, have good computer literacy including internet navigation and research skills.
Equipment Used:
Proficient in Microsoft Office (Power point, Microsoft Word, Excel including pivot tables, Outlook) and typing speed of 55 wpm or above preferred.
Working Conditions and Physical Requirements:
Ability to work on-site and drive to SY health clinic sites as necessary. Position requires prolonged periods of sitting, standing, and walking. May be required to work evenings and/or weekends.
Universal Requirements: Pre-employment requirements include I-9, physical, positive background and reference check results, complete application, new hire orientation, pre-employment PPDs. Compliance with all mandated vaccinations and all boosters is a term and condition of employment.
