Adherence Support Specialist

POSITION SUMMARY:

Join our centralized remote Patient Support Center (PSC) team, where you'll play a pivotal role in extending comprehensive assistance beyond onsite operations. As part of this team, you'll provide extensive support in program eligibility, patient panel management, medication access, triage, resolution, adherence, and clinical support. As an Adherence Support Specialist, your role in our specialty pharmacy program is pivotal. You focus on patient adherence outreach, therapy compliance management, and medication refill oversight. Serving as the main point of contact for patients regarding their medication refill or order requirements, you coordinate effectively with care teams or providers. Handling both outbound and inbound calls, you ensure clear communication with patients about their treatment plans. Your key responsibility involves reconnecting patients with care teams for ongoing clinical inquiries or side effect management, ensuring uninterrupted medication supply. Additionally, you prioritize patient retention and manage attrition while upholding patient privacy and HIPAA compliance. This role may require licensure in multiple states. Crucially, you direct patients to the appropriate care team for copay assistance or access needs, with potential direct assistance based on the complexity of financial assistance required. Your focus is on ensuring patients adhere to their treatment plans effectively, playing a vital role in improving patient outcomes within our specialty pharmacy program.

ESSENTIAL RESPONSIBILITIES/DUTIES:

Patient Relationship Development and Medication Adherence Management:

• Manage patient panels across different client sites, tailoring your approach to meet each site's unique requirements.
• Proactively engage with patients to maintain uninterrupted medication access and address any concerns or questions they may have.
• Consistently achieving and surpassing key performance indicators (KPIs) related to patient adherence success rates.
• Timely completion of adherence outreach activities, attrition rate of assigned patient panels, and overall call volume management to ensure both patient and client satisfaction.
• Conducting outbound calls for follow-ups, medication reminders, and adherence checks. Additionally, you efficiently handle inbound calls, addressing patient inquiries regarding medication refills, orders, and other assistance.
• Reconnecting patients with their care teams for ongoing clinical inquiries or side effects, ensuring they continue with the correct medication. You'll utilize different techniques to maintain patient retention and manage attrition within established goals.
• Strictly adhere to HIPAA regulations, ensuring patient privacy is maintained in all communications and interactions.
• Directing patients to the suitable care team for copay assistance or access needs. Additionally, you may offer direct assistance for straightforward financial inquiries when necessary.

EDUCATION:

• High School diploma or G.E.D. required, higher level education preferred.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• Must be Registered as a Pharmacy Technician with the Board of Pharmacy in the state where Clearway Health operates prior to the start date or per state requirements where registration is only valid upon employment.
• For the Multi-State Licensure Requirement, your duty is to acquire and uphold licensure in multiple states as needed, depending on the geographic diversity of the patient base.
• Active National Certification verified by PTCB or ExCPT preferred
• Technicians have 6 months from date of hire to become nationally certified through PTCB if not currently registered.

EXPERIENCE:

• 1+ years of direct pharmacy experience is required.

KNOWLEDGE AND SKILLS:

• Excellent English communication skills, both verbal and written.
• Strong interpersonal skills for delivering exceptional patient service.
• Organizational proficiency, capable of multitasking and effective prioritization.
• Proficient in Microsoft Office and adaptable to relevant applications.
• Agile in managing multiple patient panels and adjusting to various client site requirements.
• Outstanding teamwork capabilities, adept at collaborating with diverse care teams.

Special Working Conditions (On-call, travel, shift, coverage):

• This position may require the ability to cover alternative PSC roles related to patient eligibility determination within their assigned sites.

The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required. External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.