The Medication Therapy Management (MTM) Clinical Call Center Rep 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 Clinical Call Center Rep will support the MTM Pharmacist(s) in providing outstanding customer/patient service. In addition, Clinical Call Center Rep will assume the responsibility of performing technical and clerical duties, which do not require the professional clinical judgment of the Pharmacist. This includes inbound/outbound call handling discussing the benefits of a Comprehensive Medication Review and scheduling patients for a review with a pharmacist.
Essential Duties & Responsibilities
Team Based Patient Care Activities
Contact patients via phone to introduce and explain the benefits of the MTM program and ensure patients are prepared to complete the MTM service at their scheduled appointment time.
Accurately conduct telephonic patient intake by inputting demographic, allergy and medication information into the MTM platform.
Document patient questions and/or concerns for the pharmacist to address directly with the patient.
Contact patients as needed for follow up and adherence monitoring.
Scheduling Activities
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
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
General Activities
Provide exemplary internal and external customer service through prompt, professional, and polite communication
Perform auxiliary functions essential to the efficient operation of the department
Meet productivity and performance expectations set forth by manager
Qualifications
KNOWLEDGE & REQUIREMENTS
Strong Telephonic Skills: Ability to speak clearly and communicate fluidly with senior citizens and healthcare professionals alike
Excellent Listening and Interpersonal Skills:Ability to convey warmth and empathy to others while patiently employing active listening techniques
Healthcare Professional level Communication Skills: Ability to articulate complex information, both verbally and in writing, in a clear and concise manner to a variety of audiences
Professional Demeanor: Consistent demonstration of a professional attitude and behavior
Exceptional Interviewing Skills:Ability to probe and question patients to extract information to understand concerns and needs
Conflict Resolution Skills: Ability to defuse potential customer conflict and respond supportively to patients through use of appropriate tone, questioning, or counsel
Strong Work Values:Ability to follow all company and departmental processes and procedures
Self Management Skills:Self motivation, organization, and attention to detail
Knowledge of the Law:Understanding of basic compliance measures for the CMS programs, and ensure privacy and confidentiality as required by HIPAA, company and department guidelines
Computer/Technology Competency:Proficiency in use of Microsoft Word, Excel, and Outlook, with strong data entry skills and ability to multitask using multiple databases/applications
Diligent healthcare professional in operations environment, ensuring high level of attendance and exceeding productivity benchmarks. Dedicated to maintaining exceptional standards in a patient centric environment, prioritizing quality care
Experience with MTM Platforms, electronic health records and scheduling software
Required:
Active pharmacy technician license in state of residence where required and current National Pharmacy Technician Certification (ExCPT or PTCB)
Proven record of excellent attendance and punctuality
Extensive understanding of:
Medications and medical terminology, including basic disease state knowledge
Pharmaceutical therapeutic categories and common indications of medications
The pharmacist’s clinical role in the care of patients
Proven ability to:
Use and pronounce common medical and pharmacy terms correctly, including medication names
Use and understand pharmaceutical references
Evaluate information from both oral and written sources and report information to pharmacists
Follow step by step instructions and enter data accurately into MTM database with close attention to detail
Provide excellent customer service with a can do attitude
Work independently in a collaborative environment
Education & Experience Requirements
Minimum years of work experience: 1 year
Minimum level of education or education/experience: High School Diploma
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
Company Description
Outcomes provides innovative pharmacy management solutions and clinical applications that adapt to the workflow needs of the largest network of independent and community pharmacists. For over 40 years, Outcomes has supported the needs of single, multi-site, assisted living and hospital pharmacies through its portfolio of software and services including Rx30, Computer-Rx, Telepharm, and PharmAssess.
Outcomes provides innovative pharmacy management solutions and clinical applications that adapt to the workflow needs of the largest network of independent and community pharmacists. For over 40 years, Outcomes has supported the needs of single, multi-site, assisted living and hospital pharmacies through its portfolio of software and services including Rx30, Computer-Rx, Telepharm, and PharmAssess.
Seniority level
Entry level
Employment type
Full-time
Job function
Health Care Provider
Industries
Hospitals and Health Care
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