The role of the Clinical Coordinator II on the Medication Therapy Management (MTM) team is to provide call center support to the clinical pharmacist through organized, accurate, and timely prioritization of administrative duties.

You are responsible for professional communication with members and clinical pharmacists. You are responsible for engaging and HIPAA authenticating members to a CMR (comprehensive medication review). The annual medication review consists of updating member mailing addresses, documenting medication allergies and side effects, and a full medication list verification of all prescriptions, vitamins, supplements and over-the-counter medications. You are then responsible for conferencing a clinical pharmacist to complete the clinical assessment, and then resume engaging the next member.

You are responsible for the essential functions listed above and additional clerical support as assigned by the supervisor/manager. You will complete internal training designed to utilize behavioral modification and interviewing. This role will utilize these skill sets as key drivers to positively impact patient engagement and CMR completion.

Ideal Candidate Profile

The ideal candidate will have healthcare customer service, patient outreach, pharmacy support, or care coordination experience and be comfortable engaging patients by phone throughout the day. Successful candidates will demonstrate strong communication skills, attention to detail, and the ability to accurately document medication information while delivering a positive member experience.
Candidates with MTM, CMR, pharmacy technician, healthcare call center, or clinical support experience are strongly preferred and are likely to ramp up quickly within the role. Additionally, candidates must be comfortable working independently in a remote environment while meeting quality, compliance, and productivity expectations.

Duties
1. Make outbound calls to engage patients and prepare them for a conversation with the pharmacist.
2. Collect and accurately enter list of member’s current medications.
3. Prepare and send communications (e-mails/faxes) to health care professionals to facilitate resolution of medication related problems identified by the pharmacists
4. Receive inbound calls and provide proper support to patients, including engaging members to speak with pharmacists and/or triaging questions to appropriate staff
5. Facilitate and coordinate the daily mailing of documents directed to participating members.
6. Other responsibilities as directed by supervisor and/or manager

Experience
Previous experience in a call center environment
Experience maintaining focus and meeting goals in a work from home environment.
Excellent spoken and written communication skills
Basic computer skills and proficiency with Microsoft Office products.
Exceptional prioritization and organizational skills
Acts with integrity and uses sound judgment in dealing with confidential information
Licensed Pharmacy Tech preferred
Familiarity with prescription medications preferred

Position Summary
Medication Therapy Management supports the company vision to help people on their path to better health by performing MTM for members at the highest-risk of having medication related problems. The team of pharmacists, technicians, and coordinators work together to identify problems and coordinate care to facilitate resolution to ensure the member is on an optimized medication regimen to help them reach their health-related goals. The staff is trained to use the innovative skill of behavioral modification and interviewing, which is a key driver to positively impact member health outcomes.

Education
Verifiable High School diploma or GED required


Notes:

M-F 8 hour shift starting between 8:00a - 11:00a CT. Training will be 8:00a-4:30p CT