PHARMACY CARE COORDINATION TECHNICIAN

FLSA Status

Non-Exempt

Job Role Summary

Specialty medications treat complex chronic diseases, posing an increased patient risk and requiring in-depth monitoring. The Pharmacy Care Coordination Technician serves as an important resource for patients taking specialty medications. This position encourages patient involvement in their care, supports transitions of care, and consistently documents all patient management information. This role positively promotes and encourages enrollment into Specialty Pharmacy Services, coordinates prescription refills to ensure patient compliance, promotes adherence to specialty medications, assists with medication shipping and delivery, and streamlines communication with pharmacists and providers for timely interventions. The Pharmacy Care Coordination Technician escalates patient concerns to the appropriate healthcare professional to optimize specialty medication care and improve patient outcomes.

Essential Functions and Responsibilities

•    Patient Enrollment in Specialty Pharmacy Services
o    Provides overview of Specialty Pharmacy Services and encourages participation in the program
o    Collects pertinent demographic information, shipping, and contact preferences
o    Provides appropriate enrollment and contact information 
o    Supplies a Patient Welcome Packet to newly enrolled patients
•    Care Coordination
o    Proactively manages refills for select patient populations in accordance with department policies and procedures
o    Defers and triages all clinical questions to a pharmacist
o    Communicates issues regarding social determinants of health to the appropriate entity 
o    Consistently and accurately enters information/documentation into the electronic health record to facilitate optimal care and to ensure compliance with requirements of accrediting agencies and payers
o    Aids with billing and claim resolution issues
•    Customer Service
o    Provides outstanding customer service to people from diverse racial, ethnic, and socioeconomic backgrounds by following PRIDE standards using the AIDET process
o    Anticipates service needs and proactively resolves issues
o    Communicates with providers, payors, co-workers, and patients to resolve complex insurance issues
o    Assists with the resolution of shipment/delivery issues
o    Resolves crisis situations in a calm, constructive, and professional manner and can assist others in obtaining positive crisis resolution outcomes
o    Performs service recovery, as necessary
•    Process Improvement 
o    Mitigates and responds to patient satisfaction surveys and incidents while developing internal workflows to improve the service experience
o    Offers and implements suggestions to improve workflow; maintains efficient workflow by analyzing and adapting to changes in volume and utilizes downtime efficiently
o    Participates in piloting new workflows and procedures
o    Assists with training and orientation of staff to new procedures
•    Works collaboratively with interdisciplinary team members to provide patient-centered care
•    Understands and consistently utilizes all existing technology and information systems
•    Maintains a clean, neat, and professional work area
•    Promotes a culture of safety by identifying, mitigating, preventing, and reporting potential or actual medication incidents and adverse drug reactions
•    Consistently maintains compliance with all hospital and departmental policies and procedures; completes all required educational activities and competencies in a timely manner; remains up to date on departmental processes by attending staff meetings, reviewing meeting minutes, and reading email communications
 

Job Requirements

•    Completion of a high school education or equivalent required
•    Licensure as Pharmacy Technician or Pharmacy Technician-in-Training in the State of Indiana
•    Successful completion of Eskenazi Health Pharmacy Technician Training Program within 122-day probationary period
•    Participation in continuing education activities to meet licensure and certification requirements
•    Minimum of 3 years of relevant pharmacy experience required
•    CPhT certification through the Pharmacy Technician Certification Board required or six months from date of hire
 

Knowledge, Skills & Abilities

•    Knowledge of medication classes, brand and generic names, doses/dosage forms, pharmaceutical terminology, abbreviations, symbols; knowledge of manufacturing, packaging, and labeling of drug products
•    Knowledge and skills necessary to provide care appropriate to the age of patients served; must demonstrate knowledge of the principles of human growth and development over the life span and possess the ability to assess data/interpret appropriate information needed to identify each patient's requirements relative to age specific needs; age-appropriate cognitive abilities, skills, techniques and communications are detailed in the department/area/unit job specific/age specific competencies
•    Demonstrates effective interpersonal skills through completion of daily activities; effectively interacts with interdisciplinary members of the healthcare team to work toward optimal patient experience and outcomes; communicates effectively in writing and verbally with pharmacy staff members, other departments, patients, and family members; anticipates service needs and proactively resolves issues
•    Ability to effectively work and communicate with members of the health-care team and patients or their representatives
•    Must maintain age-specific and job-specific competencies and licensure as described according to departmental competencies