Primary Function/General Purpose of Position
This position supports the Ambulatory clinical pharmacy team by performing outreach to patients to help close care gaps and ensure evidence-based, quality patient care. The position primarily involves telephonic outreach to patients with reminders, scheduling appointments for the pharmacists, and relaying information from the pharmacy team to the patients.
Essential Job Functions
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Perform outbound telephonic outreach to patients. Independently triage outreach based on multiple moving projects and requests from multiple clinical pharmacists for support.
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Answer inbound patient line. Answer questions and triage patient concerns to pharmacy team as appropriate, using independent problem solving skills.
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Convey messages clearly to patients while effectively interpreting and answering patient questions and concerns. Escalate patients to staff appropriately based on algorithms and key words, and triage both outgoing and incoming calls with high quality patient care.
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Provide excellent customer service, under all conditions.
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Effectively utilize data to triage patient outreach, based on protocol and workflow. Sort, filter and analyze patient data on Microsoft Excel spreadsheets with minimal supervision to perform this responsibility.
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Document triage data on spreadsheets. Provide reports on Excel data to supervisor upon request and at regular intervals.
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Complete chart review and documentation in Epic, following protocols to include or exclude patients for outreach/appointment scheduling, by reviewing for key elements in Electronic Medical Record. Must document appropriately, route charts effectively, and schedule patients in the Electronic Medical Record.
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Operate and run daily working reports in Epic, provide clerical support for clinical pharmacists, and provide general office support as assigned
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Interact with patients and healthcare professionals and effectively communicate, answer questions, and triage patient and patient-care issues to pharmacist as appropriate
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This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job related duties as required by their supervisor, subject to reasonable accommodation.
This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.
Licensing/Certification
Medical Assistant, LPN, Pharmacy Technician or other community health worker certification (preferred)
Certification in Excel or other data tools (preferred)
Education
High School Diploma or GED (required)
Completion of ASHP/ACPE tech training program - or - pharmacy technician training via Armed Forces/Veterans Affairs - or respective state department approved career tech high school program (preferred)
Work Experience
2 years of health care experience (preferred)
Experience with health-care systems, data analysis, and medication name and indications (preferred)
Training
None
Language
None
Patient Population
x Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit.
x Demonstrates knowledge of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to his or her age, specific needs and to provide the care needed as described in departmental policies and procedures.
Neonates (0-4 weeks)
Infant (1-12 months)
Pediatrics (1-12 years)
Adolescents (13-17 years)
Adults (18-64 years)
Geriatrics (65 years and older)
Not applicable to this position
Working Conditions
X Periods of high stress and fluctuating workloads may occur.
Long-distance or air travel as needed- not to exceed 10% travel.
X General office environment.
May be exposed to high noise levels and bright lights.
x May be exposed to physical altercations and verbal abuse.
May be exposed to limited hazardous substances or body fluids.*
May be required to use physical restraints.
May be exposed to human blood and other potentially infectious materials.*
May be exposed to adverse weather conditions; cold, hot, dust, wind, etc.
X May have periods of constant interruptions.
Required to car travel to off-site locations, occasionally in adverse weather conditions.
Prolonged periods of working alone.
____ Other:
____ Not applicable to this position
- Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control.
Physical Requirements
Physical Demands
Frequency 0% 1-33% 34-66% 67-100%
Lifting/ Carrying (0-50 lbs.) X
Lifting/ Carrying (50-100 lbs.) X
Push/ Pull (0-50 lbs.) X
Push/ Pull (50-100 lbs.) X
Stoop, Kneel X
Crawling X
Climbing X
Balance X
Bending X
Work Position
Frequency 0% 1-33% 34-66% 67-100%
Sitting X
Walking X
Standing X
Additional Physical Requirements/Hazards
Physical Requirements
Manual dexterity (eye/hand coordination)
Perform shift work
Maneuver weight of patients
x Hear alarms/telephone/audio recordings
Reach above shoulder
Repetitive arm/hand movements
x Finger Dexterity
Color Vision
Acuity – far
Acuity – near
____ Not applicable to this position
Hazards
Depth perception
Use of Latex products
Exposure to toxic/caustic/chemicals/detergents
Exposure to moving mechanical parts
Exposure to dust/fumes
Exposure to potential electrical shock
Exposure to x ray/electromagnetic energy
Exposure to high pitched noises
Gaseous risk exposure
Other:
__x__ Not applicable to this position
Skills
Hard/Technical Skills:
Understanding of common medical terms as well as names and uses of common medications is required.
Strong customer service skills and experience in telephonic patient care.
Eligible to access Electronic Medical Record
Soft/Interpersonal Skills:
Ability to problem solve and act independently
Strong interpersonal skills and ability to work collaborative with patients, non-clinical staff, clinical staff and project team.
Highly organized and detail oriented with strong tact and diplomacy skills
Effective oral and written communication skills, communicates information correctly.
As a Bon Secours Mercy Health associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.
What we offer
- Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
- Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
- Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
- Tuition assistance, professional development and continuing education support
Benefits may vary based on the market and employment status.
All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Bon secours Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email [email protected]. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [email protected]
