MEDICATION SUPPORT COORDINATOR

GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.

Reporting directly to the Operations Manager, Brigham and Women's Primary Care Center of Excellence, this position effectively performs a variety of medication-related tasks, as well as other duties in support of department operations within their scope of practice. The individual will work closely with practice-based care teams to provide patient-centered care to our population of approximately 160,000 patients. The position requires excellent customer service skills, critical thinking, and collaborative problem solving. The position requires knowledge of laws and regulations related to pharmacy practice and patient confidentiality. It also requires knowledge of medication abbreviations and symbols; medical terminology; medication indication and dosage; and common medication questions.

Brigham Health Primary Care is committed to racial justice by building and active enforcement of policies, practices, attitudes, and actions that produce equitable access, treatment, and outcomes for all people. Our clinics are grounded in team-based, patient and family-centered care. We partner with communities to seek health and wellness, working to eliminate health care inequities with an expanded care team that includes behavioral health, social workers, nurses, population health coordinators, patient navigators, community health workers, community resource specialists, high-risk RN case management, and support for virtual visits.

Computer, written and verbal communication skills are necessary and prior experience with use of an electronic medical record system (i.e. Epic) is preferred. Excellent attention to detail and strong organizational skills are required. The individual must be a graduate of an approved pharmacy technician or medical assistant program or have equivalent institutional/retail pharmacy or medical office experience. Pharmacy Technician Registration by the Massachusetts Pharmacy Board of Registration or Medical Assistant Certification is preferred. One-year experience in a medical office or pharmaceutical industry is required. Prior pharmacy experience is desirable.

PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.

For all positions that include direct patient care, indicate with an X the age(s) of all patient populations served

No Direct Patient Care

All age groups

X

Adolescence (13 to 17 years)

Neonates (birth to 1 month)

Young Adult (18 to 25 years)

X

Infant (1 month to1year)

Adult (26 to 54 years)

X

Early Childhood (12 months to 5 years)

Senior Adult (55 to 64 years)

X

Late Childhood (6 to 12 years)

Geriatric (65 years and up)

X

1. Supports the Primary Care department by assisting with patient medication management.

2. Receives, reviews, and facilitates requests for medication renewal. Reviews the requests according to guidelines. Pends the requests in the electronic medical record (Epic) and routes to prescriber for review and signature.

3. When electronic prescribing is not available, acts as an agent of the provider to transmit prescription information to pharmacies by phone, fax, or paper.

4. Acts as resource for patients on procedures of obtaining prescriptions, generic medications, prior approval requirements, insurance procedures, and other medication related issues.

5. Completes medication prior authorization paperwork or e-Forms for signoff by the clinical care team and in collaboration with the patient. Monitors progress of prior authorization status throughout review process, updating appropriate parties as necessary.

6. Completes Durable Medical Equipment (DME) approval forms and/or paperwork for signoff by the clinical care team and in collaboration with the patient. Monitors progress throughout review process, updating appropriate parties as necessary.

7. Answers the phone, provides information and directs calls to the appropriate areas.

8. Assists in department-wide initiatives for improved medication prescribing, such as preferred medications, medication recalls or alerts, medication formulation changes.

9. Performs all job functions in compliance with applicable federal, state, hospital policies and procedures.

10. Handles confidential information in compliance with HIPAA guidelines.

11. Attends team meetings as required and contributes in a positive manner, focusing on constructive processes and quality improvement.

12. Maintains clean and organized work areas.

13. Follows intuitional and departmental policies and procedures.

14. Demonstrates accountability and ownership of job responsibilities.

15. Exhibits professional behaviors and attitudes related to communication, punctuality, workplace attire, personal internet or phone use and teamwork.

16. Performs other duties as needed.

WORKING CONDITIONS: Describe the conditions in which the work is performed.

Complex, matrixed, fast-paced environment. Majority of work is done on the computer and telephone.

This employee will work remotely or in a hybrid rotation between remote and in-person work. Training is on-site. With advanced notice from the Operations Manager, employee may be asked to come to work on-site.

This employee will be a member of the Primary Care Prescription Support Team, working closely with a team of colleagues in the same job title, as well as collaborating with the clinical care team at one or more of our Primary Care practices.

SUPERVISORY RESPONSIBILITY: List the number of FTEs supervised.

No supervisory authority is required in this capacity.

FISCAL RESPONSIBILITY: Indicate financial scope information, i.e.: size of budget, volume, revenue, etc.

No fiscal responsibility required in this capacity

OTHER DUTIES AND RESPONSIBILITIES:

1. Works within legal, regulatory, accreditation and ethical practice standards relevant to the position and as established by BWH/Partners.

2. Follows safe practices required for the position.

3. Complies with appropriate BWH and Partners policies and procedures.

4. Fulfills any training required by BWH and/or Partners, as appropriate.

5. Brings potential matters of non-compliance to the attention of the supervisor or other appropriate hospital staff.

QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

1. High school diploma or equivalent.

2. Must be at least 18 years of age.

3. Successful completion of an accredited or Board-certified Pharmacy Technician or Medical Assistant training program, or equivalent institutional/retail pharmacy or medical office experience required.

4. Achievement of a passing score on either a Board approved pharmacy technician assessment examination, a Board approved national technician certification exam, or a Board approved medical assistant certification exam preferred.

5. Registered Pharmacy Technician with the Massachusetts Board of Pharmacy or Certified Medical Assistant preferred.

6. One-year experience in a medical setting is required. Prior pharmacy experience desirable.

7. Requires knowledge of laws and regulations related to clinical practice and patient confidentiality.

8. Requires knowledge of medication abbreviation and symbols, medication indication and dosage, and common medication questions.

9. Requires knowledge of medical terminology, abbreviations and computer technology.

10. Experience with electronic medical record system(s) and Outlook is preferred. Experience with Epic is desirable.

11. Strong written and verbal communication skills in English required. Bilingual (Spanish) written and verbal communication skills a plus.

12. Ability to communicate clearly and effectively with patients, families, providers and staff while protecting patient confidentiality and demonstrating courtesy and respect.

13. Demonstrated skills in service excellence including active listening, problem solving and ability to remain calm in emotional situations.

14. Demonstrated ability to apply good judgment in resolving problems independently while following department guidelines.

15. Attention to detail, strong organizational skills with the ability to prioritize multiple tasks and work independently, especially when there are time constraints.

16. Excellent interpersonal skills and ability to work well as part of a team with all levels of personnel including, management, physicians, practitioners, and staff.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

1. Satisfactory command of the English language.

2. The ability to read, interpret and follow complicated verbal and written instructions precisely.

3. Ability to work with sustained attention and care on routine repetitive tasks.

4. Ability to perform mathematical calculations.

5. Must be able to work accurately under stress with time constraints.

6. Communication skills and knowledge of Primary Care policies and procedures is essential.

7. Ability to perform in a professional and courteous manner and maintain working relationships with Physicians, Nurses, Pharmacists and other health care professionals.

8. Understanding medical terminology, abbreviations and computer operation.

9. Time management and organizational skills to handle multiple tasks under time constraints.

10. Ability to organize and maintain efficient work areas and services.

11. Ability to distinguish routine functions from those requiring a Clinician's professional judgment.

12. Attend and participate in department continuing education as requested.

---