Medication Support Specialist

2 weeks ago

Texarkana, Texas, United States CSI Pharmacy Full time

Overview
The Medication Support Specialist is dedicated to delivering exceptional customer service to both new and existing patients regarding their medication prescriptions, clinical services, billing questions, delivery arrangements, patient feedback, and concerns.

Key Responsibilities
The following duties are essential to the role, with the possibility of additional tasks as required:

  • Efficiently records and processes orders and inquiries received through various channels including fax, mail, phone, and direct patient interaction.
  • Provides prompt responses to patient inquiries via phone and email, adhering to established service and quality standards.
  • Handles inbound and outbound communications with patients and healthcare providers concerning medication orders, pharmacy services, and related inquiries.
  • Coordinates patient care by managing order schedules, informing patients about shipment details, assessing supply requirements, verifying patient and payment information, and notifying pharmacists of any changes in patient conditions.
  • Delivers accurate information or directs calls to the appropriate team member or department while maintaining professionalism.
  • Ensures positive patient relations are upheld, addressing claims and complaints in a fair and effective manner.
  • Communicates with pharmacists regarding any changes in patient conditions, compliance issues, or to facilitate direct patient counseling.
  • Completes additional special handling tasks as assigned, including drug shipment notifications and Adverse Drug Event Reports.
  • Engages in various stages of the order process as assigned, such as scanning prescriptions, image indexing, pre-quality assurance, intake preparation, and resolving work issues.
  • Documents information from calls and notifies relevant parties or systems of urgent orders, shipping issues, and any errors, complaints, or compliments.
  • Provides high-quality services to home-care patients and referral sources, consistently representing CSI Pharmacy in a professional manner.
  • Maintains effective working relationships and collaborates with all personnel within the organization.
  • Adheres to compliance requirements as outlined in the policy and procedure manual and other related policies.
  • Performs additional duties and responsibilities as assigned.

Qualifications
To be successful in this role, candidates must meet the following qualifications:

  • Certification as a Pharmacy Technician (CPhT) or a minimum of two years of experience in a similar role.
  • At least two years of medical or pharmacy experience or equivalent experience.
  • A minimum of one year in a call center or similar customer service environment.

Physical Requirements
The physical demands of this position include:

  • Regularly talking and hearing.
  • Standing, walking, sitting, climbing stairs, and using hands to handle or feel objects.
  • Frequently lifting and/or moving up to 20 pounds.
  • Specific vision abilities including close vision and the ability to adjust focus.

Work Environment
This position typically operates in a clerical office setting, utilizing standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The role may involve travel by automobile and exposure to varying weather conditions.

Note
This job description is intended to outline the essential functions, general responsibilities, and requirements for this position. It is not an exhaustive list of all duties and responsibilities associated with the role, and management reserves the right to modify duties as necessary.

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