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JOB SUMMARY
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.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Contact patients to introduce and explain the benefits of the MTM program
- Comply with the MTM Telecommuters Policy, which may include site check of remote workspace
- Meet productivity and performance expectations set forth by manager
- 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/updated 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
The salary for this position is $18.00 per hour. The actual base pay offered will consider candidate’s geographic location, job related knowledge, experience, and skill amongst other potential factors. There may be a bonus or commission, and/or a long-term incentive that will be provided as part of the compensation package, along with medical, financial and/or other benefits, depending on the level and position offered.
KNOWLEDGE & REQUIREMENTS
- Call Center Operations (Pharmacy, Medication Therapy Management)
- Customer Care
- Working in Remote environment
- High School diploma, GED or equivalent, or equivalent work experience preferred
- 12 months experience in at least one of the following settings: medical, pharmacy, health insurance or call center preferred
- Customer service experience, sales experience and/or high volume scheduling experience preferred
- 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
- Additional education in a medical field (e.g. medical assistant, CNA, pharmacy technician, etc.) preferred
- Familiarity with medical/medication terminology preferred
- Experience with MTM Platforms, electronic health records or scheduling software preferred
- Experience working in a remote or telecommuter environment preferred
