Pharmacy Support Representative, Patient Engagement (Hybrid)

A Brief Overview

Pharmacy Patient Access Representatives provide our world renowned healthcare team with comprehensive administrative support. PPAR's serve as the first point of contact for patients and exemplify personal warmth, patient engagement, and professionalism. PPAR's offer solutions in anticipation of patient needs and greet every patient verbally, with eye contact, and body language that is welcoming and friendly. In this highly visible role PPAR's support departmental teams and interact with patients, families, and health care providers.

What You Will Do

• Responsible for interviewing/registering/instructing patients in a face-to-face setting or on the telephone.
• Enters and validates medical, demographic, insurance, financial, and business data in a timely and courteous manner to ensure master patient index integrity and creation of an accurate claim.
• Maintains confidential health records, processes physician orders, and schedules medication deliveries.
• Identifies and communicates need for interpreter services.
• Provides patient education regarding third party coverage and liabilities.
• Communicates possible payment options and personally connects patients to financial assistance for copays if needed. Collects, posts, and balances co-pays, deductibles and other patient payments.
• Handles a wide variety of patient inquiries regarding services and logistics to ensure patients can access care with maximum throughput and minimal delay.
• Recruits and trains patients to access Epic MyChart.
• Ensures achievement of productivity and quality standards.
• Maintains up-to-date knowledge of computer systems, insurance/government regulations and UH/PAS policies/procedures used within the department.
• Prepares standard patient materials including forms, labels, brochures, surveys, etc.

Additional Responsibilities

• Functions as an integrated team member and works collaboratively with other pharmacy staff and providers across the system to improve patient experience and department efficiency.
• Actively participates in UH emergency preparedness.
• Maintains a clean and organized work area.
• Will be cross-trained to perform other duties as assigned.
• May be scheduled to work at off-sites.
• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

Education

• High School Equivalent / GED (Required) and
• Associate's Degree or progress towards degree (Preferred) and
• Medical Terminology (Preferred) and
• Pharmacy Experience (Preferred) or
• Experience in Healthcare (Required)

Work Experience

• 1+ years experience in call center, patient registration, scheduling, office, banking, customer service or related medical field using computers (Required)

Knowledge, Skills, & Abilities

• Demonstrated ability to use PCs (and toggle between multiple applications), MS Office, and general office equipment (i.e. printers, scanners, electronic signature pads, copy machine, multi-line phone, FAX machine, etc.) (Required proficiency)
• Excellent keyboarding/data entry skills (Required proficiency)
• Detail-oriented and organized, with good analytical and problem solving ability (Required proficiency)
• Notable client service, communication and relationship building skills (Required proficiency)
• Ability to function independently and as a team player in a fast-paced environment (Required proficiency)
• Strong written and verbal communication skills and excellent spelling (Required proficiency)
• Professional demeanor (Required proficiency)

Physical Demands

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely 20 lbs
• Carrying Rarely 20 lbs
• Pushing Rarely 20 lbs
• Pulling Rarely 20 lbs
• Climbing Rarely 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

Travel Requirements

• 10%