Thank you for considering a career at Bon Secours Mercy Health! Summary of Primary Function/General Purpose of Position This position supports the ambulatory pharmacy service teams by performing outreach to patients to help close care gaps and ensure evidence-based, quality patient care. The position primarily involves telephonic outreach to patients with reminders, scheduling appointments for the pharmacists, and relaying information from the pharmacy team to the patients. Essential Functions Perform outbound telephonic outreach to patients. Independently triage outreach based on multiple moving projects and requests from multiple clinical pharmacists for support. Answer inbound patient line. Answer questions and triage patient concerns to pharmacy team as appropriate, using independent problem solving skills. Convey messages clearly to patients while effectively interpreting and answering patient questions and concerns. Escalate patients to staff appropriately based on algorithms and key words, and triage both outgoing and incoming calls with high quality patient care. Provide excellent customer service, under all conditions. Effectively utilize data to triage patient outreach, based on protocol and workflow. Sort, filter and analyze patient data on Microsoft Excel spreadsheets with minimal supervision to perform this responsibility. Document triage data on spreadsheets. Provide reports on Excel data to supervisor upon request and at regular intervals. Complete chart review and documentation in appropriate technology relevant to service line. Examples include electronic health record or pharmacy patient management software. following protocols to include or exclude patients for outreach/appointment scheduling, by reviewing for key elements in Electronic Medical Record. Must document appropriately, route charts effectively, and schedule patients in the Electronic Medical Record. Operate and run daily working reports in pharmacy systems, provide clerical support for clinical pharmacists, and provide general office support as assigned Interact with patients and healthcare professionals and effectively communicate, answer questions, and triage patient and patient-care issues to pharmacist as appropriate This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job related duties as required by their supervisor, subject to reasonable accommodation. Patient Population The following must be included in all position descriptions that involve direct or indirect patient care. This is a JCAHO requirement. Also select the age of the patient population served: Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit. Demonstrates knowledge of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to his or her age, specific needs and to provide the care needed as described in departmental policies and procedures. Adults (18-64 years). Geriatrics (65 years and older) Employment Qualifications Education Qualifications Required Minimum Education: Vocational/ Technical Degree Preferred Education Associate Degree Licensing/ Certification Licensure/Certification Required Medical Assistant, LPN, Pharmacy Technician or other community health worker certification Licensure/Certification Preferred Certification in Excel or other data tools Minimum Qualifications Minimum Years and Type of Experience 2 years of community health care experience. Experience with health-care systems, data analysis, and medication name and indications essential. Other Knowledge, Skills and Abilities Required Understanding of common medical terms as well as names and uses of common medications is required. Strong customer service skills and experience in telephonic patient care. Eligible to access Electronic Medical Record. Ability to problem solve and act independently• Strong interpersonal skills and ability to work collaborative with patients, non-clinical staff, clinical staff and project team. * Highly organized and detail oriented with strong tact and diplomacy skills• Effective oral and written communication skills, communicates information correctly. Bon Secours Mercy Health is an equal opportunity employer. Many of our opportunities reward* your hard work with: Comprehensive, affordable medical, dental and vision plans Prescription drug coverage Flexible spending accounts Life insurance w/AD&D Employer contributions to retirement savings plan when eligible Paid time off Educational Assistance And much more *Benefits offerings vary according to employment status Scheduled Weekly Hours: 40 Work Shift: Days (United States of America) Department: SS Pharmacy & Lab - Ambulatory Pharmacy All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com. For nearly 200 years, the historical founders of Bon Secours Mercy Health has been providing care to those in need. Today, the ministry is one of the top 20 health systems in the United States and part of the top performing quartile of Catholic health systems for lowest cost per case for patient care. This quality care is provided by more than 57,000 employees serving communities throughout Florida, Kentucky, Maryland, New York, Ohio, South Carolina and Virginia. The health care ministry provided care for patients more than 10.3 million times in 2017 through its network of more than 1,000 care sites. Consistent with its commitment to serve each patient with dignity, Bon Secours Mercy Health provides nearly $2 million per day in community benefit. The Mission of Bon Secours Mercy Health is to extend the compassionate ministry of Jesus by improving the health and well-being of its communities and bring good help to those in need, especially people who are poor, dying and underserved. For more information, visit www.bsmhealth.org.