Outreach Specialist, Pharmacy Outreach
Primary Duties
Patient Outreach
Conduct & handle high-volume outbound and inbound calls with patients, providers, and pharmacies using established scripts and protocols while meeting and sustaining performance goals (i.e. calls/hour, call quality, etc.)
Collaborate with patients to actively problem-solve, identify and remove barriers to medication adherence (i.e. cost, forgetfulness, or lack of perceived need) and/or escalate clinical barriers to a pharmacist
Overcome patient objectives and reluctance through influence, empathy, and education to secure patient commitment to medication adherence.
Proactively coordinate with medical providers or pharmacies as needed to ensure prescription refills occur as scheduled.
Accurately document all interactions, outcomes, and identified barriers in appropriate systems.
Process Improvement, Learning & Collaboration
Identify opportunities to enhance pharmacy workflows and processes
Participate in training and peer-to-peer learning opportunities to build subject matter expertise in pharmacy quality metrics (e.g., STARs)
Provide feedback, share best practices, and assist employees to support achievement of program, departmental, and organizational goals
Other duties as assigned
Minimum Qualifications
High School Diploma
Minimum 1 year of experience in a call center environment providing patient outreach
Regular and predictable attendance; Ability to work any shift between 8 AM - 7 PM EST with the potential for evening and Saturday coverage as dictated by business needs
Excellent verbal communication, active listening, and negotiation skills
Ability to overcome objections and build rapport with patients or customers
Proficient with call center platforms and electronic health records (EHR) platforms
Proficient in Microsoft Excel and Google Sheets
Ability to work in a fast paced environment and adapt quickly to change
Strong organizational skills with an attention to detail and accuracy
Must have access to reliable high speed internet connection
Preferred Qualifications
Associate’s Degree
Pharmacy Technician Certification (CPhT or ExCPT) or Active Pharmacy Technician License in any state
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer