Medication Therapy Management Outreach Assistant

HealthPartners is hiring a Medication Therapy Management Outreach Assistant to join the Pharmacy department.

QUALIFICATIONS:

REQUIRED:

• High School diploma or GED

• Meets one of the following:

• Graduate of a formal training program in medical reception, a customer service program, or an equivalent program

• One year experience making outbound sales calls

• Two years' experience in a customer service position

• One year customer service experience either via telephone or in-person within the last five years

• One year computer experience including working knowledge of databases such as Access, Word, Excel, and Outlook or similar applications

• Ability to function with multiple priorities and interruptions

• Excellent organizational skills and detail oriented

• Proven ability to influence customers through excellent verbal communication

PREFERRED:

• Prior exposure to or experience with Medication Therapy Management

• Experience in pharmacy or other medical related field

• Experience working in a call center

• Familiarity with Epic

PHYSICAL REQUIREMENTS:

Ability to sit or stand for prolonged periods of time. Oral and written communications with customers requires adequate speech, vision, and hearing. Proficiency in English is required. Proficiency in other languages may be required. Use of a telephone and computer terminal also requires adequate hand writing and manual dexterity skills.

POSITION PURPOSE:

Service excellence is to be centered on patient care and patient relationships and is the responsibility of all employees. Teamwork is the norm and all employees will be held accountable to work as effective team members. Responsible for performing telephone outreach to HealthPartners members and/or patients identified as good candidates for MTM services. The goal of the calls is to schedule or reschedule visits with our MTM pharmacists that end up being completed by the member/patient. Responsible for achieving high levels of engagement of targeted MTM members/patients.

ACCOUNTABILITIES:

1. Provide necessary phone outreach and obtain patient engagement for scheduling and/or rescheduling MTM appointments in Epic.

1. Receive, document, triage, and coordinate patient referrals via phone, fax, email, and through the MTM database in a timely manner in compliance with established guidelines and protocols.

1. Coordinate with Pharmacy Network Liaison when a targeted member would prefer to use a contracted network pharmacy rather than the HealthPartners care system.

1. Provide feedback to and support for HealthPartners marketing related to effectiveness of member messaging content and channels.

1. Coordinate medical record requests to ensure all requested records are received and made available to MTM pharmacists prior to scheduled visits for certain member/patient populations.

1. Perform other duties as assigned to accomplish departmental goals and meet patient/member needs.