The Medication Therapy Management (MTM) Patient Engagement Coordinator will provide assistance to the MTM Pharmacist(s) to support our mission of delivering safe, effective, and affordable medication therapy to our target population. The MTM Patient Engagement Coordinator will support the MTM Pharmacist(s) in providing outstanding customer/patient service. In addition, MTM Patient Engagement Coordinator will assume the responsibility of performing technical and clerical duties, which do not require the professional clinical judgment of the Pharmacist.
Job Responsibilities:
• Contact patients to introduce and explain the benefits of the MTM program
• Schedule appointments for the MTM Pharmacist(s) to complete Comprehensive Medication Reviews, Disease State Medication Reviews, or Targeted Interventions
• Receive and respond to incoming patient calls; take appropriate action based off protocols and use critical thinking skills to escalate calls to appropriate parties when needed
• Ensure each patient has a positive experience by providing a high level of customer service by answering promptly, professionally, and politely
• Accurately document all discussions with patients and schedule follow‐up appointments as needed
• Update patient demographic information in the MTM platform
• Obtain correct/up‐dated health care provider contact information
• Provide outstanding customer service
• Place onboarding confirmation calls to new MTM Solution customers
• Perform auxiliary functions essential to the efficient operation of the department
• Comply with the MTM Telecommuters Policy, which may include site check of remote work‐space
• Meet productivity and performance expectations set forth by manager
Skills Required to Perform Job:
• Strong Telephonic Skills – able to speak clearly and communicate with seniors and others using the telephone
• Excellent Listening Skills – present a warm, friendly, and empathetic atmosphere to patients by demonstrating active listening techniques
• Clear and Concise Communication Skills – able to articulate information, both verbally and in writing, in a clear and concise manner
• Consistent Professional Demeanor – maintain professional attitude and behavior on the telephone at all times
• Excellent Interpersonal Skills – demonstrate empathy with callers in tone, language, questions and counseling and demonstrate patience, caring, sensitivity, empathy, and cultural competency throughout job responsibilities
• Exceptional Interviewing Skills – able to probe and question patients to extract
information to understand concerns and needs
• Conflict Resolution Skills – able to defuse potential customer conflict utilizing the appropriate tone, support, questions or counsel, and ability to respond in a supportive manner to patients
• Strong Work Values – able to follow all company and departmental processes and procedures
• Self‐management Skills – self‐motivated, organized, and detail oriented
• Knowledge of the Law – understand of basic compliance measures for the CMS programs, and ensure privacy and confidentiality as required by HIPAA, company and department guidelines
• Computer/Technology Competency
Location:
• Remote Telecommuter, United States
Availability:
• Available to work various shifts, including evenings and weekends.
Qualifications:
Preferred –
• Additional education in a medical field (e.g. medical assistant, CNA, pharmacy technician, etc.)
• Familiarity with medical/medication terminology
• Experience with MTM Platforms, electronic health records or scheduling software
• Experience working in a remote or telecommuter environment
• Bilingual, Spanish
• High School diploma or equivalent
• 12 months experience in at least one of the following settings: medical, pharmacy, health insurance or call center preferred
Required –
• Customer service experience, sales experience and/or high-volume scheduling experience
• Ability to provide excellent customer service with a can‐do attitude
• Proven record of excellent attendance and punctuality
• Compliance with Cardinal Health MTM Telecommuting Agreement
The Colorado Department of Labor requires all employers to provide the following information for all positions that could be performed in the state of Colorado
Anticipated Pay: $18.00
Bonus eligible: No
Benefits: Paid Time Off, Vacation, STD/LTD
