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Implementation Specialist

3 weeks ago

Boston, MA, United States Clear Way Health Full time
Welcome to Clearway Health - a recognized Great Place to Work® and destination organization We are an award-winning culture where talented people are respected, informed, engaged, empowered, developed - and where they want to grow and make a difference. We offer a wide range of benefits, perks and wellness programs in addition to continuous learning opportunities to help you grow. At Clearway Health, diversity, equity, inclusion and belonging are an essential part of our business and workplace culture. Clearway Health emerged as a solution from Boston Medical Center to improve access to care, provide personal support and manage the complex specialty medication needs of vulnerable patients and their families. We partner with hospitals, health systems and the communities they care for to accelerate their specialty pharmacy programs. At Clearway Health, we take great pride in our High Five Values to provide best in class experiences for our employees, our clients and their patients. We welcome you to follow us on LinkedIn where you can also learn more about our company, culture, people, and careers.

The Implementation Specialist at Clearway Health will work with new partnership hospitals to integrate and launch new pharmacy services. The Implementation Specialist is deployed to the client at the onset of the partnership and is responsible for providing hands on, in person, integrated care for patients with high medication cost. You'll be responsible for delivering safe and efficient specialty services while training the incoming new team members including Pharmacy Technicians and Pharmacy Liaisons. When not integrated at a new hospital partnership, you will be assigned work from an existing liaison that requires additional support, or other special projects in support of company or departmental initiatives.

Travel Requirements: This individual must be a nationally certified pharmacy technician under the Pharmacy Technician Certification Board (PTCB). This position requires extensive air and/or auto travel to and from the client sites (domestic only). The Implementation Specialist is expected to travel from several weeks to up to one year for each client site. Frequency and mode of travel will depend on the distance from the individual's remote home base to the client site. The Implementation Specialist is a full-time travelling position; the qualified candidate must be willing to travel, which will include overnight and extended stays at a client location. Estimated durations of travel will be 3-4 months per project.

ESSENTIAL RESPONSIBILITIES / DUTIES:

As one of our Implementation Specialists, you will be responsible for the filing and renewing of any primary state pharmacy technician license registration. The Implementation Specialist is required to have a valid driver's license with current auto insurance. Clearway will reimburse for any state pharmacy technician license registration (besides their home state) and travel expenses.

Implementation & Change Management:
  • You'll provide hands-on expertise, resources, and knowledge to new hospital sites as part of a new client partnership agreement
  • Own in partnership with our People & Culture team the on-boarding experience and client satisfaction of new hires
  • Build, develop and/or maintaining on-site provider and pharmacy relationships by providing exceptional pharmacy care to patients
  • Developing relationships with local insurances, drug representatives, and external care providers to create a holistic care model for each and every patient
  • Owning of identification and address of Clinic and/or Pharmacy workflow inefficiencies: Identify key barriers, create workflow maps, propose new ideas, gain agreement from staff, and execute changes to promote workflow efficiencies (PA workflows, pharmacy workflows, escalation protocols, communication methods, patient flows)
  • Integrating specific and centralized processes for safe and efficient fulfillment of specialty pharmacy services at client sites; including training materials and education
  • Refinement of workflows and processes post launch to deliver Clearway Health experience to patients
  • Training of on-site client staff liaisons to ensure local model is consistent with every site and ensure all liaisons meet competency requirements


Provider Relations -The Implementation Specialist is responsible for making initial contact with the clinical team. This includes but not limited to
  • Attending a provider or all staff meeting.
  • Shadow a member of each group (pharmacy staff, front desk, MA, RN, and MD) to evaluate the efficiency and flow of the program's current state.
  • Identify clinic sponsors to obtain feedback/gaps with past, present, and future workflows. Purpose is to mimic what is working and provide solution to improve and expand patient care model.
  • Train and Shadow new Pharmacy Technician Liaisons and Pharmacists in all duties, roles, and responsibilities
  • Track and report status to management along with any issues: escalate to leadership any risks and barriers to success including identifying and managing individual staff presenting challenges with adopting new protocols
  • As a member of the clinical team, work seamlessly alongside hospital clinicians to serve patients both face-to-face and over the phone.
  • Communicate with Specialty Pharmacy Management, Medical Directors, and Practice Managers to provide support for new and ongoing hospital initiatives
  • Monitor staff to ensure that all required documentation is properly completed for billing purposes to include electronic orders and paperwork related to medications ordered
  • Utilize drug pricing provided by pharmacy and reconcile reimbursement to make sure it is within range
  • Communicate directly with patients to assist them in the awareness of their medications
  • Achieve operational objectives by inputting data, performing adjudication on test claims and preparing action plans for follow- up
Patient Relationship Development and Client Performance - You'll be responsible for managing and growing patient base by recruitment and retention of specialty pharmacy services
  • Patient enrollment functions, including following up on provided leads for new business in clinic, and generating leads through provider relationships or direct customer service engagements
  • Retention of patients through excellent service
  • Navigation of patient EMR (electronic medical record) to effectively answer questions and/or provide documentation as needed for prior authorizations

    Resolve patient care issues and situational awareness around when to involve managers and/ or clinicians

    JOB REQUIREMENTS

    EDUCATION:

    HS Diploma or G.E.D. required AA or BA preferred

    CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

    Must be registered and in good standing with any State Board of Pharmacy.

    Implementation Specialist must have current active National Certification verified by PTCB.

    Must have a valid driver's license with current auto insurance. Must be willing and able to travel up to 75% of the time.

    EXPERIENCE:

    Must have 4-5 years of pharmacy experience,

    Pharmacy leadership experience preferred

    KNOWLEDGE AND SKILLS:

    Excellent English oral and written communication skills required; as well as ability to communicate professionally over the phone.

    Excellent interpersonal skills to relate to hospital healthcare personnel working cooperatively and collaboratively to resolve situations and problems, as well as effectively communicating and displaying leadership within and outside of the department.

    Cultural sensitivity, understanding, and comfort with a wide range of social, racial and ethnic populations.

    Must practice discretion and confidentiality as position deals with highly sensitive and private data.

    Ability to understand, explain, and actively promote the hospital's objectives through direct coordination and commitment to the program's goals.

    Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally.

    Highly proficient in Microsoft Office particularly Excel, Word, and Outlook. Ability to quickly learn other relevant applications that support management of patient care and assigned responsibilities; and ability to extract necessary information.

    Other professional skills and qualities: organized, strong attention to detail, ability to self-direct through multitasking and prioritizing, dependable, empathetic, focused on quality service, goal oriented.

    Capacity to work independently by managing workload and meeting established goals in a fast paced environment

    Knowledge of transplant, hepatitis C, infectious diseases (including HIV), oncology and/or other specialty medication therapies preferred.

    Bilingual or multi-lingual skills (beyond that of English) appropriate to the patient population served is a plus.

    Experience with submission of prior authorization requests to third party payors

    Familiarity with 340B drug program and ACO hospital models

    Knowledge of QS1/NRx, EPIC, Salesforce, CoverMyMeds

    This information is being provided to promote pay transparency and equal employment opportunities at Clearway Health. The current annual compensation range for this position is $70,000 - $85,000. The actual rate within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors.