QUALIFICATION REQUIREMENTS

• Current Pharmacy Technician registration and/or certification in good standing, as required by state Board of Pharmacy
  • or commitment to obtaining necessary BoP registration/certification within first 60 days of employment
• 1-3 years of experience providing customer service in health care setting (patients and/or providers), including meeting high quality standards for services and evaluation of customer satisfaction
• Ability to multitask in a fast-paced environment
• Proficient in medical or pharmacy terminology, written or verbal
• Moderate skills in Microsoft Office (including Word, Excel, PowerPoint, etc.)
• Willing to travel up to 5% of the time for business purposes (when necessary to attend meetings, conferences, seminars, etc.)

QUALIFICATIONS PREFERRED

• High School Diploma or equivalent, Bachelors' Degree preferred
• 1-3 years of experience managing patient referral and prescription activities or reimbursement services in infusion or specialty therapies
• Electronic health medical record or pharmacy patient management experience
• 1-3 years of experience in supporting prescriber, healthcare setting, patient, and field facing communications related to referral or prescription services in infusion or specialty therapies
• General understanding of prescription benefits, insurance/payer requirements, and verification processes
• General experience working in a health care setting or services environment
• General knowledge of infusion, specialty, rare disease, and/or complex therapy processes and patient needs

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Build relationships with assigned referral sources and associated BioMatrix field representatives through communication and coordination with key personnel responsible for pharmacy referral activities within the healthcare setting
• Serve as point of contact to referral source and keep necessary referral source personnel well informed of the status of referrals sent to BioMatrix for service
• Follow-up with referral source, patient, and/or caregiver to collect all required information and data sets needed to support the referral process activities (including but not limited to patient demographic, pharmacy/medical benefits, clinical history, and/or prescription details)
• Conveys outcomes of benefit investigation activities with patient when it comes to patient out of pocket costs, financial responsibility, and financial assistance options for patient support consideration
• Work closely with Reimbursement Specialists to assist with patient out of pocket financial assistance support as needed or required
• If required for patient referral and therapy, engage, and work closely with nursing and/or clinical services team to provide necessary patient clinical support and follow-up
• Work closely and communicate with Pharmacy operations team members ensuring clinical and fulfillment resources have everything they need to successfully support the on-boarding and on-going fulfillment for a new patient referral/prescription
• Produce written documentation representing all provider, patient, caregiver, and/or field team updates and communications in necessary systems of record
• Understand referral turn-around time, volume, and workload metrics and goals established by leadership; use goals to effectively organize referral workload and daily activities for successful outreach and completion of referral steps needed to attain service outcomes/determination
• Support use of technology and other innovative digital channels for internal and external stakeholder communication as directed by leadership; leverage professional and effective communication skills when utilizing technology for written correspondence with these stakeholders
• Have strong understanding of referral and prescription management processes and available services to effectively convey status, outcomes, and next steps to team members as well as referral source, patients, and field resources as expected and needed

NON-ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Ability to prioritize and handle multiple tasks and projects concurrently
• General knowledge and understanding of referral profitability and reimbursement options related to referral and patient population being served
• Support general administrative activities to navigate patient, provider, and field outreach (i.e. mailings, documentation development, scheduling of meetings/discussions, etc.)
• Must have scheduling flexibility and be able to work overtime (from time to time upon request)
• Careful attention to detail
• Act as a resource to other departments and participate in department meeting and office presentations with your expertise in this area of referral services
• Performs related duties as requested by leadership
• Participates in quality assurance activities and audits as directed
• Overnight travel on occasion by car and airplane

Experience

• 1 - 3 years: Specialty or Infusion Pharmacy
• 1 - 3 years: Patient Referral, Intake or Reimbursement experience

Education

• High School or better

Skills

• Customer Service Skills
• Computer/Technical Literacy
• Team Oriented
• Communication Skills
• Attention to Detail

Behaviors

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Enthusiastic: Shows intense and eager enjoyment and interest
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

• Goal Completion: Inspired to perform well by the completion of tasks
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization