Jobs for People with MS: National MS Society

Purpose: The Pharmacy Central Support Assistant will focus primarily on providing telephone and electronic/web based support to customers of all pharmacy locations, from the Pharmacy Central Processing location and will provide support to the Third Party Specialists in Pharmacy Central Processing, as well as collaborate with Pharmacy Support Assistants at all pharmacy locations on customer service. Additionally, the Pharmacy Central Support Assistant will provide clerical and administrative support when possible to all pharmacy locations, as well as support to the Supervisor, Pharmacy Central Processing, the Manager, Pharmacy Performance and Operations, and the Director, Pharmacy Operations.

Key Job Responsibility Areas

• Customer Service

• Support Duties

• Basic Data Entry Support

• Miscellaneous

Detail of Key Job Responsibility Areas

1. Customer Service

• Answer all incoming pharmacy phone calls

• Retrieve all Pharmacy and IVR voice messages

• Call patients with required delivery notifications

• Make all pending return to stock phone calls in collaboration with Pharmacy site Pharmacy Support Assistant

• Make all other patient phone calls, including:

• Delays

• Supply issues

• Insurance information

• Payment issues

• Prior authorization status

• Refill/pickup reminders

• Order status

• Transfer all calls to a specific pharmacy location if needed or take messages and ensure timely follow-up form pharmacy staff

• Monitor and respond to all pharmacy patient portal messages

• Support Third Party Specialists with any patient communications or updates as needed/directed

2. Support Duties

• General clerical support for Pharmacy Central Processing

• Clerical support for Pharmacy sites when feasible

• Records management for all pharmacy sites, including off-site management

• Monitor and (re-)request all required cover prescriptions for each pharmacy site

• Provide support to Supervisor, Pharmacy Central Processing in gathering all required documentation for third party audits

• Prepare monthly patient AR statements for distribution

• Support Supervisor, Pharmacy Central Processing, the Manager, Pharmacy Performance and Operations, and the Director, Pharmacy Operations in all Pharmacy staff communications and tracking of any required documentation requiring staff signatures

3. Basic Data Entry Support

• Assist data entry staff

• IVR refills

• Patient portal refills

• Mobile app refills

• Provider refill (re-)requests

• Provide support to data entry in entering/updating all new patient information

• Patient demographics

• Insurance information

• Delivery information

5. Miscellaneous

• Requires the ability and commitment to respect and support inclusiveness and diversity including but not limited to individuals of different backgrounds, cultures, races, ages, sexual orientations, gender identities or expressions, experiences, opinions, etc.

• Requires individual demonstration of commitment to the One Trillium behaviors and business impacts and modeling them in the organization.

• Responsible for maintaining confidentiality of all patient, client, employee, protected and proprietary information.

• Employees are accountable for meeting the performance standards of their departments and must participate as requested in compliance audits, process improvement and quality improvement plans.

• Other duties as assigned.

Qualifications

High School diploma required, Associates Degree strongly preferred. 1 year customer service and/or retail experience required, >3 years preferred. Ability to speak Spanish and or ASL preferred but not required. Excellent interpersonal, verbal and written communication skills are required. Additional requirements include good computer/internet and phone skills, organization, attention to detail and the desire to work as a part of a team. Must be extremely customer oriented and accustomed to working in a diverse environment.

Physical Requirements

While performing the duties of this job the employee is required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms, talk and hear. Occasionally the employee must stoop, bend and lift or move up to 25 lbs. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.