Medication Adherence Specialist - PTCB Certification

Job Details: Job Location: Remote - , , Salary Range: Undisclosed, JOB SUMMARY 

The Medication Adherence Specialist is responsible for engaging patients, prescribers and pharmacies to support medication adherence, facilitate prescription refills, and identify barriers to compliance. This role focuses on patient engagement and health system coordination following structured protocols and scripts to improve adherence measures and health outcomes. In addition, they will assume the responsibility of performing technical and clerical duties, which do not require the professional clinical judgment of a pharmacist

ESSENTIAL DUTIES & RESPONSIBILITIES

Conduct proactive patient outreach to support medication adherence programs using an approved script
Educate patients on the importance of taking medications as prescribed, reinforcing adherence strategies without exercising clinical judgment
Assist patients with medication refills and coordinating prescription renewals with pharmacies and providers
Identify common adherence barriers such as cost, forgetfulness, or access issues and provide non-clinical solutions within the scope of the role
Follow established protocols to triage patients to a pharmacist when clinical concerns, side effects, or medication-related questions arise
Document all patient interactions, including identified challenges and resolutions, accurately and in compliance with company policies
Call patients to explain MTM Services and schedule appointments when applicable
Complete outreach to prescriber offices and pharmacies, as needed
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
Promote a mission-driven team culture, actively demonstrating accountability, empathy, integrity, opportunity and unity
Provide exemplary internal and external customer service through prompt, professional, and polite communication
Perform auxiliary functions essential to the efficient operation of the department
Perform other duties as assigned
Meet performance expectations set forth by manager
Comply with the Outcomes Telecommuter Policy, Attendance Policy and other specific policies and procedures

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, Teams, 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

    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:

Strictly follow approved scripts and protocols without exercising clinical judgment
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 or GED
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 and ability to comply with Introductory Period Attendance Policy which is critical for proper training, and associate and company success.
Comfortable working in a remote or call center environment with performance metrics.

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

What’s In It For You?

Medical, Dental and Vision Plans
Voluntary Benefits
HSA & FSA
Fertility & Family Planning Benefits
Paid Parental Leave
Adoption Assistance Program
Employee Resource Groups
Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
11 Paid Holidays
Corporate Wellness Program
401k Employer Match & Roth Option Available – immediate eligibility

The rate of pay for this position is $22 per hour.  There may be a bonus or commission, and/or a long-term incentive that will be provided as part of the compensation package, along with medical, financial and/or other benefits, depending on the level and position offered. 

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