Patient Advocate – Pharmacy Technician

Overview

HarmonyCares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Headquartered out of Troy, Michigan, HarmonyCares operates home-based primary care practices in 14 states. HarmonyCares employs more than 200+ primary care providers to deliver patient-centered care under an integrated, team-based, physician-driven model. Our Mission– To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care. Our Shared Vision– Every patient deserves access to quality healthcare. Our Values– The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other. Why You Should Want to Work with Us- Health, Dental, Vision, Disability & Life Insurance, and much more- 401K Retirement Plan (with company match)- Tuition, Professional License and Certification Reimbursement- Paid Time Off, Holidays and Volunteer Time- Paid Orientation and Training- Established in 11 states- Largest home-based primary care practice in the US for over 28 years, making a huge impact in healthcare today! More details about the benefits we offer can be found at https://careers.harmonycares.com/benefits. 

Responsibilities

The Patient Advocate – Pharmacy Technician will support care of Harmony Cares patients through the centralized Patient Contact Center. They provide exceptional customer service to inbound inquiries from external and internal entities. They aim to provide first contact resolution on phone calls they receive while using appropriate judgement on when to escalate. The Patient Advocate – Pharmacy Technician adheres tightly to call scripts, policies, and procedures established by the organization. They collaborate with the Prescription Renewal service team to ensure timely and accurate processing of renewal requests and to support optimized workflow. This position plays a key role in maintaining a high level of patient and care team satisfaction with exceptional customer service.

Essential Duties and Responsibilities 

• Serve as the first point of contact for callers with medication refill requests, and either resolves the call or re-directs callers to other teams or escalates to the pharmacist per protocols.
• Maintain clear and compassionate communication with patients, family members, providers, pharmacists, and other external entities, representing the company in a professional and courteous manner in all interactions
• Quickly and accurately enter prescription renewal requests into the EMR, review patient records and other available information to identify and work to resolve potential discrepancies
• Follow renewal protocols to accurately enter appropriate quantities and refills for medication renewals
• Identify and escalate medication issues that fall outside established protocols
• Communicate effectively with patients, providers, staff members, service teammates, and pharmacies
• Optimize refill service workflows and processes to improve efficiencies and improve outcomes
• Ensure maintenance of and adherence to established policies and procedures related to prescription renewal
• Maintain accurate and appropriate documentation within EMR
• Complete opening shift duties and closing shift duties to ensure collaboration with afterhours team, as assigned
• Demonstrate exceptional customer service by addressing all inquiries, concerns, and needs with empathy, professionalism, and a solutions-oriented mindset
• Complete data entry work, including but not limited to: updating patient information, updating pharmacies, and updating medication lists
• Provide back-up coverage to the Patient Advocates, as needed
• Adhere to all state and federal laws, including HIPAA
• Appropriately identify, acknowledge, and escalate and/or address patient complaints, grievances, and concerns in a timely and effective manner
• Collaborate with care team members to promote quality patient care, satisfaction, and outcomes
• Participate in quality improvements as assigned

In this role you may work with. . .

• Advocacy Team
• Providers
• Patient Care Teams
• Market Leaders (Managers)
• Pharmacist 
• Patients
• Family Members
• Other external entities
• Facility Staff
• Caregivers 

Qualifications

Required Knowledge, Skills and Qualifications

• Active Certified Pharmacy Technician (CPhT)

• Current and unrestricted pharmacy license or required training/certification per state guidelines

• 3 years’ experience in a pharmacy technician role

• Ability to communicate effectively with patients and their family members, and facility staff
• Excellent written and verbal communication skills and demonstrated ability to develop effective lines of communication with all levels of staff
• Adept at reading, writing, mathematics; multi-tasking; work well within stressful environment
• Ability to work independently with minimal supervision
• Strong interpersonal, analytical and problem solving skills

Preferred Knowledge, Skills and Experience 

• Proficiency with Microsoft Office (Word, Excel)
• Experience working with pharmacy technician protocols
• 1 or more years working in a call center
• Experience with EMR or pharmacy system
• Medical Terminology

Posted Max Pay Rate

Posted Min Pay Rate

Pay Transparency