Patient Care Advocate

Job Purpose / Summary:
The Patient Care Advocate serves as a vital member of the pharmacy team, focused on improving patient access to medications, resolving billing barriers, supporting 340B program operations, and delivering an exceptional patient experience. This role acts as a liaison between patients, providers, program success coordinators, and pharmacy operations to ensure timely prescription fulfillment and uninterrupted access to therapy. The role requires strong pharmacy adjudication knowledge, patient advocacy skills, attention to detail, and the ability to independently manage multiple priorities in a fast-paced environment.

Critical Success Factors:
1. Deliver an Exceptional Patient Experience: Provide compassionate, professional, and responsive service while maintaining high patient satisfaction through timely communication, problem resolution, and follow-up.
2. Execute 340B Program Responsibilities Accurately: Successfully manage patient outreach, documentation, delivery scheduling and confirmation processes while maintaining compliance.
3. Maintain High Standards of Accuracy and Compliance: Maintain accurate records and communications while adhering to HIPAA, regulatory, and organizational standards.
4. Resolve Medication Access Barriers Efficiently: Proactively identify and resolve billing related concerns.

Top 5 Competencies:
1. Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
2. Communicates Effectively: Develops and delivers communications that convey a clear understanding of the unique needs of patients, providers, and stakeholders.
3. Manages Complexity: Makes sense of complex, high-volume, and potentially conflicting information to effectively solve and improve patient outcomes.
4. Ensures Accountability: Holds self and others accountable to meet commitments while maintaining quality, compliance, and service standards.
5. Collaborates: Builds partnerships and works collaboratively with patients, providers, pharmacists, clinic staff, and partners to achieve shared objectives.

Essential Duties & Responsibilities:
Customer Service & Communication
1. Provide exceptional customer service to patients, providers, clinics, and pharmacy partners.
2. Communicate professionally and effectively through phone, email, and electronic messaging platforms.
3. Escalate clinical concerns and patient safety issues to a licensed pharmacist when appropriate.
4. Build trust and confidence with patients through compassionate service and proactive communication.

340B Program Coordination
1. Collect, review, and update key information needed to coordinate 340B services.
2. Conduct patient outreach to schedule, coordinate, and document 340B medication deliveries.
3.Ensure compliance with established 340B workflows, documentation requirements, and applicable regulations.
4. Serve as the primary point of contact for non-clinical questions related to the 340B program and delivery process.
5. Ensure patients receive timely communication throughout the enrollment and fulfillment process.

Manufacturer Coupon Enrollment
1. Identify patients eligible for manufacturer copay assistance programs to help reduce costs and improve medication affordability.
2. Assist patients with enrollment and renewal in manufacturer savings and coupon programs.
3. Coordinate with pharmacy staff to ensure approved savings are applied before medications are dispensed.

Compliance & Quality
1. Adhere to federal and state pharmacy regulations, HIPAA requirements, and company policies.
2. Maintain confidentiality of protected health information.
3. Support departmental quality initiatives and performance goals.
4. Participate in continuous improvement efforts that enhance operational efficiency and patient satisfaction.

Qualifications & Education Requirements:
To perform the job successfully, an individual must have the following:
1. High School diploma or equivalent required, Associate’s or Bachelor’s degree preferred.
2. 2 pharmacy technician experience.
3. Indiana pharmacy technician registration required.
4. Pharmacy Technician Board Certification is preferred.
5. Ability to work effectively in a fast-paced environment.
6. Knowledge of pharmacy laws, regulations, and best practices.

Travel Required:
Up to 5% travel

Working Conditions / Physical Demands:
-Ability to stand, walk, bend, and lift up to 30 lbs.
-Work performed in a warehouse and pharmacy environment with controlled room temperatures and possible exposure to cold storage areas.
-Use of computers, scanners, and inventory tracking systems throughout the shift.
-May require weekend or extended hours based on business needs.

Pay: Up to $25.00 per hour

Benefits:

• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Work Location: Hybrid remote in Indianapolis, IN 46241

Salary : $25