Patient Engagement Specialist - MA Pharmacy License

The Patient Engagement Specialist will be responsible for providing service for inbound pharmacy phone calls and/or placing outbound patient refill calls and assisting the patient through the entire refill process. This role will be responsible for some or all of the below types of activities: responding to patient requests and inquiries regarding prescription drug plan coverage and fulfillment through the pharmacy; inbound calls to support the health systems needs in patient; status checks on prescriptions; assists pharmacies to properly adjudicate electronic prescription drug claims and resolve adjudication error messages; responsible for providing knowledgeable and courteous customer assistance and response to members, providers, and pharmacy team member inquiries; serves as a point of contact between patients, pharmacy, liaisons, clinical providers, and various internal functional areas. Proactively coordinate medication refills including data entry and pharmacy claim adjudication Make outbound patient refill phone calls and complete the patient refill request. Answer, resolve and triage inbound inquiries. Clarify prescription orders with pharmacist and/or clinician as appropriate. Identify medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medication. Manage, organize, and update relevant data using database applications. Apply observations and recommendations to operational issues, increased productivity, quality, and customer-service standards. Identify trends, resolves problems; recommend improvements; implement change. Actively participate in process improvement initiatives. Act as a value-added business partner to stakeholders throughout the organization. Protect information by keeping data confidential.