**MUST BE WILLING TO PHYSICALLY WORK NEAR SUNRISE, FLORIDA, 33323**

Position Summary:

Provides high quality and effective assistance to the pharmacy team on various clinical and data driven activities. Such activities will include, but not be limited to patient care, customer relationship management, internal customer service, data gathering, report preparation, assisting in the training of IPPE/APPE students, and other related duties.

Essential Duties and Responsibilities:

• Conducts patient outreach calls to improve HEDIS outcomes and assists in daily medication therapy management (MTM) calls to eligible members.
• Address, triage, investigate and resolve customer relationship management (CRM) concerns. Identify concerns that require the clinical pharmacist and direct for review.
• Assist internal team members with basic pharmacy related questions, such as verifying members’ claims activities for eligibility, addressing weekly comprehensive drug list questions related to medication coverage etc.
• Assist the clinical pharmacist with grievance and appeals preparations as needed. Assist with prescription related issues identified during clinical rounds.
• Conduct calls, send faxes to pharmacies, PBM’s and providers offices to assist members and internal teams with medication related concerns.
• Prepare and send documentation related to MTM and clinical programs to appropriate recipients.
• Complete assigned reports for pharmacist review as needed.
• Document all clinical encounters in the appropriate clinical platforms. Documentation should describe patient interactions, problems, resolutions, and referral information (when applicable).
• Always abide by HIPPA and CCP confidentiality policies. Always HIPAA verify using 2 identifiers when making or receiving calls.
• Assist in the initial workflow and systems training of IPPE/APPE students from colleges of pharmacy partnered with CCP for these learning experiences.
• Identify when to escalate concerns to the clinical pharmacist or pharmacy director when there is uncertainty or barriers to addressing a situation.
• Keep work areas clean and organized.
• Complete member-related tasks within the same business day whenever possible. Address member concerns in a timely manner.
• Refer all prescribers (MD, DO, APRN etc.) and customer calls related to medical questions to the Pharmacist.

• Must be a registered certified pharmacy technician for the State of Florida.
• Must have 3 plus years’ experience working as a pharmacy technician in hospital, managed care (preferred) or retail setting with previous hospital or managed care experience.
• Experience in medication therapy management (MTM) activities (preferred) and/or assisting in patient counseling activities.
• Experience in resolving medication claims concerns for members, providers, and pharmacies.
• Proficiency with Microsoft Office products (preferred).
• Experience working with any of the following populations: Medicaid, Medicare, Long Term Care (LTC) or Florida Health Kids (FHK).
• Experience with using pharmacy tools to research and retrieve clinical documents. Comfortable retrieving clinical studies or articles that may be requested by the pharmacist.
• Must be able to type 40- 45 wpm minimum.