MTM Clinical Specialist - Remote Call Center

JOB SUMMARY 

The Medication Therapy Management (MTM) Clinical Specialist 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 Medication Therapy Management (MTM) Clinical Specialist will support the MTM Pharmacist(s) in providing outstanding customer/patient service. In addition, will assume the responsibility of performing technical and clerical duties, which do not require the professional clinical judgment of the Pharmacist.  This includes inbound/outbound call handling discussing the benefits of a Comprehensive Medication Review and scheduling patients for a review with a pharmacist.

ESSENTIAL DUTIES & RESPONSIBILITIES 

Team Based Patient Care Activities

• Contact patients via phone to introduce and explain the benefits of the MTM program and ensure patients are prepared to complete the MTM service at their scheduled appointment time.
• Accurately conduct telephonic patient intake by inputting demographic, allergy and medication information into the MTM platform. 
• Document patient questions and/or concerns for the pharmacist to address directly with the patient.
• Contact patients as needed for follow up and adherence monitoring.
• Complete outreach to prescriber offices regarding pharmacist's interventions
• Other duties as assigned by leadership

Scheduling Activities:

• Contact patients to introduce and explain the benefits of the MTM program
• 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
• 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

General Activities:

• Provide exemplary internal and external customer service through prompt, professional, and polite communication
• Perform auxiliary functions essential to the efficient operation of the department
• Meet productivity and performance expectations set forth by manager.

KNOWLEDGE & REQUIREMENTS

• Strong Telephonic Skills – Ability to speak clearly and communicate fluidly with senior citizens and healthcare professionals alike
• Excellent Listening and Interpersonal Skills – Ability to convey warmth and empathy to others while patiently employing active listening techniques
• Healthcare Professional-level Communication Skills – Ability to articulate complex information, both verbally and in writing, in a clear and concise manner to a variety of audiences
• Professional Demeanor – Consistent demonstration of a professional attitude and behavior
• Exceptional Interviewing Skills – Ability to probe and question patients to extract information to understand concerns and needs
• Conflict Resolution Skills – Ability to defuse potential customer conflict and respond supportively to patients through use of appropriate tone, questioning, or counsel
• Strong Work Values – Ability to follow all company and departmental processes and procedures
• Self-Management Skills – Self-motivation, organization, and attention to detail
• Knowledge of the Law – Understanding of basic compli