MTM Clinical Specialist (Pharmacy Technician) - Remote Position

JOB SUMMARY

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

Preferred:

• High school diploma or equivalent
• Outpatient pharmacy technician experience
• Medication reconciliation experience
• PTCB Advanced Certified Pharmacy Technician (CPhT Adv) certification
• Completion of a Medication History Education/Training Program
• Medical background or alternative patient care experience
• Experience coordinating, delivering, and/or supporting MTM programs
• 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