Job Information
Bon Secours Mercy Health Pharmacy Support Specialist in Cincinnati, Ohio
At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence.
Remote - Ohio or Virginia
Summary
This position supports the ambulatory pharmacy service teams by performing outreach to patients to help close care gaps and ensure evidence-based, quality patient care. The position primarily involves telephonic outreach to patients with reminders, scheduling appointments for the pharmacists, and relaying information from the pharmacy team to the patients.
Essential Job Functions
Perform outbound telephonic outreach to patients. Independently triage outreach based on multiple moving projects and requests from multiple clinical pharmacists for support.
Answer inbound patient line. Answer questions and triage patient concerns to pharmacy team as appropriate, using independent problem solving skills.
Convey messages clearly to patients while effectively interpreting and answering patient questions and concerns. Escalate patients to staff appropriately based on algorithms and key words, and triage both outgoing and incoming calls with high quality patient care.
Provide excellent customer service, under all conditions.
Effectively utilize data to triage patient outreach, based on protocol and workflow. Sort, filter and analyze patient data on Microsoft Excel spreadsheets with minimal supervision to perform this responsibility.
Document triage data on spreadsheets. Provide reports on Excel data to supervisor upon request and at regular intervals.
Complete chart review and documentation in appropriate technology relevant to service line. Examples include electronic health record or pharmacy patient management software. following protocols to include or exclude patients for outreach/appointment scheduling, by reviewing for key elements in Electronic Medical Record. Must document appropriately, route charts effectively, and schedule patients in the Electronic Medical Record.
Operate and run daily working reports in pharmacy systems, provide clerical support for clinical pharmacists, and provide general office support as assigned
Interact with patients and healthcare professionals and effectively communicate, answer questions, and triage patient and patient-care issues to pharmacist as appropriate
This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job related duties as required by their supervisor, subject to reasonable accommodation.
Patient Population
The following must be included in all position descriptions that involve direct or indirect patient care. This is a JCAHO requirement. Also select the age of the patient population served:
☐
Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit.
☐
Demonstrates knowledge of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to his or her age, specific needs and to provide the care needed as described in departmental policies and procedures.
☐
Neonates (0-4 weeks)
☐
Adolescents (13-17 years)
☐
Infant (1-12 months)
☒
Adults (18-64 years).
☐
Pediatrics (1-12 years)
☒
Geriatrics (65 years and older)
☐
Not applicable to this position.
Employment Qualifications
Education Qualifications -
Required Minimum Education: Vocational/ Technical Degree
Preferred Education: Associate Degree
Licensing/ Certification -
Licensure/Certification Required: Medical Assistant, LPN, Pharmacy Technician OR other community health worker certification
Licensure/Certification Preferred
Certification in Excel or other data tools
Minimum Qualifications
Minimum Years and Type of Experience: 2 years of community health care experience. Experience with health-care systems, data analysis, and medication name and indications essential.
Other Knowledge, Skills and Abilities Required
Understanding of common medical terms as well as names and uses of common medications is required. Strong customer service skills and experience in telephonic patient care. Eligible to access Electronic Medical Record. Ability to problem solve and act independently• Strong interpersonal skills and ability to work collaborative with patients, non-clinical staff, clinical staff and project team. * HIghly organized and detail oriented with strong tact and diplomacy skills• Effective oral and written communication skills, communicates information correctly.
Other Knowledge, Skills and Abilities Preferred
Click or tap here to enter text.
V.Working Conditions
This section addresses the physical environment in which the employee will perform the work.
☒
Periods of high stress and fluctuating workloads may occur.
☐
Long-distance or air travel as needed- not to exceed 10% travel.
☒
General office environment.
☐
May be exposed to high noise levels and bright lights.
☐
May be exposed to physical altercations and verbal abuse.
☐
May be exposed to limited hazardous substances or body fluids.*
☐
May be required to use physical restraints.
☐
May be exposed to human blood and other potentially infectious materials.*
☐
May be exposed to adverse weather conditions; cold, hot, dust, wind, etc.
☒
May have periods of constant interruptions.
☒
Required to car travel to off-site locations, occasionally in adverse weather conditions.
☐
Prolonged periods of working alone.
☐
Other: Click or tap here to enter text.
Many of our opportunities reward* your hard work with:
Comprehensive, affordable medical, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/AD&D
Employer contributions to retirement savings plan when eligible
Paid time off
Educational Assistance
And much more
*Benefits offerings vary according to employment status
All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com