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Lead Medication Support Coordinator

Mass General Brigham Medical Group, Inc.
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Dec 02, 2025
The Training & Onboarding Lead Medication Access Coordinator (MAC) is responsible for delivering comprehensive onboarding, training, and ongoing education for new and established MAC team members within Mass General Brigham Medical Group. This role supports high-quality, standardized medication access operations by developing training materials, coordinating orientation activities, monitoring competency, and serving as the primary resource for workflow questions and escalation support. In addition to supporting pharmacy-based prior authorization, refill renewal, and prescription assistance workflows, the Training & Onboarding Lead ensures consistent adoption of best practices across all clinics and sites. The role works closely with clinical pharmacists, operations leadership, supervisors, and clinic partners to reinforce departmental standards, coordinate system initiatives, and facilitate communication across the medication access continuum. The Training & Onboarding Lead may assist in scheduling and work distribution for the MAC team to support daily operations when needed. Education - High School Diploma or Equivalent required - Associate's Degree Healthcare Administration preferred Experience Healthcare experience 0-1 year preferred Knowledge, Skills and Abilities - The ability to read, interpret, and follow complicated verbal and written instructions precisely. - Ability to work with sustained attention and care on routine repetitive tasks. - Understanding medical terminology, abbreviations, and computer operation. - Excellent initiative and self-motivation to complete work with a minimum of supervision. - Ability to organize and maintain efficient work areas and services. Essential Functions Training, Onboarding, & Workflow Standardization Leads onboarding for new MACs, including orientation, hands-on training, competency assessment, and ongoing reinforcement of workflows, tools, and documentation standards. Develops and maintains training materials, reference guides, standard work, and job aids to ensure consistent processes across all sites and departments. Coordinates ongoing education sessions to introduce workflow updates, system enhancements, and new organizational initiatives. Collaborates with team supervisors to identify training needs, prioritize curriculum updates, and ensure educational content aligns with performance goals and operational requirements. Assists with assigning and coordinating daily activities for MACs during training periods or when operational support is needed. Provides real-time coaching, guidance, and support to MACs, helping resolve complex workflow, insurance, or system-related issues. Medication Access Support Receives, reviews, and facilitates medication refill renewal requests in alignment with practice standards. Completes medication prior authorization documentation and prepares it for provider review and sign-off. Monitors prior authorization status throughout the review process and communicates updates to providers, clinic staff, and patients. Educates clinicians (MDs, NPs, RNs) on reimbursement updates, medication access processes, and best practices for reducing delays in patient care. Communication, Coordination, & Analytics Serves as a communication bridge between MACs, clinic teams, clinical pharmacists, supervisors, and leadership regarding workflow questions, process changes, and training needs. Assists in managing tracking tools, training logs, and operational metrics; supports the development of reports and data needed for performance monitoring and continuous improvement. Helps troubleshoot issues involving pharmaceutical companies, clinics, insurers, or patients, ensuring prompt and accurate resolution. Acts as a resource for patients and staff on topics related to medication access, prior authorization requirements, insurance processes, and available financial assistance programs. Mass General Brigham Medical Group, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.