Telehealth Patient Services Specialist (New Position)

Telehealth Patient Services Specialist

Pharmacy Team

Damien Center Values

Dignity-Collaboration-Accountability-Access-Quality-Innovation

  Founded in 1987, Damien Center is Indiana’s oldest and largest AIDS service organization (ASO) and serves more than 8000 individuals living with or at risk for HIV through a comprehensive, innovative approach to care and prevention. Our purpose is to be a trusted partner in providing services, education and advocacy for all people living with or at risk for HIV and any person seeking a safe and welcoming home for care. Our services include care coordination, clinical and pharmacy services, mental health, housing, and nutrition. 

Position Summary:  

The Telehealth Patient Services Specialist supports a smooth, accessible telehealth experience by helping patients navigate services, serving as a liaison between patients and providers, and providing programmatic administrative support.

Duties and Responsibilities:

This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills. 

• Patient Navigation and Care Team Communication
  • Serve as the digital concierge for telehealth patients.
  • Help patients navigate the telehealth platform.
  • Direct questions to the appropriate provider, pharmacy, or billing team member.
  • Maintain clear communication between patients and the care team.
• Program Support and Data Quality
  • Support telehealth program operations by determining eligibility for telehealth and assistance programs.
  • Verify insurance information and gather medical records as needed.
  • Ensure accurate data entry to support clean reporting.
  • Review billing and reconciliation information before final submission by the Pharmacy Development Officer.
  • Perform special assignments and other work as needed by supervisor.

Education and/or Experience:

• High School Diploma or GED required
• Licensed Pharmacy Technician in Indiana with a valid license
• Pharmacy Technician Certification (PTCB or NHA) required within 1 year of employment
• Must have at least 1 year of current retail pharmacy technician experience
• Strong attention to detail and ability to follow procedures precisely
• Good communication skills and a customer-first attitude

*Work or lived experience may substitute for education requirements on a case-by-case basis. 

Knowledge, Skills, and Abilities:

Regulatory knowledge of HIPAA guidelines, secure communication standards, and handling of Protected Health Information (PHI) required. Possess superior organizational and administrative skills. Excellent interpersonal and communication abilities. Excellent computer skills in a Microsoft Windows environment. Ability to work independently and achieve high standards of productivity, achieving deadlines, and with superior product results. Strong calendaring, organizational, and document management skills are required. Proactive approach to solving problems and communicating to leadership. Knowledge of office management systems, procedures, and office equipment required. Excellent time management skills and ability to prioritize work. 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodation may be made for individuals with disabilities to perform the essential functions. The individual in this role must display the highest level of integrity and confidentiality. The individual should have effective communication skills, attention to detail and organization, and flexibility and adaptability. The individual will also maintain knowledge of trends in their area of responsibility.

Physical Demands:

The physical demands described here are general representations of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made for individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms, talk, and hear. The employee frequently is required to use hands to touch and handle objects. The employee frequently stands or walks.
• The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made for individuals with disabilities to perform the essential functions. Remote work is on a case-by-case basis and must be approved by the supervisor. 

• Office setting, with sustained use of a computer.
• The noise level in the work environment is minimal to moderate.
• Individuals should maintain personal and professional competency and work to create an environment of courtesy, respect, inclusion, and positivity in all interactions both internal and external to the organization.

FLSA Status: Full Time, Non-exempt, Hourly

Leader: Chief Pharmacy Officer

Salary: $24 - 30 hourly

Benefits:  

• 150 hours of PTO in the first year followed by 195 hours per year moving forward.
• 12 paid holidays
• Medical coverage options include a PPO plan or a HDHP. 
• Dental & Vision plans
• Health Saving Account or Flexible Spending Account
• Dependent Care Flexible Spending Account
• Employee Assistance Program
• 403b Retirement Account with 5% matching and 100% vesting after 90 days
• Life Insurance @ 2 times the annual salary
• Voluntary Life Insurance Plan including spouse and child coverage options
• Short- & Long-Term Disability Plans
• Premium Subscription to the CALM APP which assists with anxiety, stress & other mental health challenges
• Professional Development Opportunities
• Tuition Assistance
• Annual performance review that includes an annual performance-based salary increase

Protecting our team members, clients, volunteers, and community partners is an integral part of how we ensure our continued work with the clients we serve. As a condition of employment, Damien Center requires team members to be vaccinated against influenza and receive a tuberculosis skin test (or chest x-ray) annually, barring an approved religious or medical exemption.

Damien Center is an Equal Opportunity Employer

  Damien Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, family status, ethnicity, national origin, age, disability, marital status, amnesty, status as a covered veteran, other legally protected status, or genetic (including family medical history) information.

Damien Center complies with applicable federal laws and with all state and local laws governing non-discrimination in employment in every location in which Damien Center has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Please apply at  

This position description does not constitute a contract of employment or guarantee of any terms or conditions of employment. Damien Center employees are employed on an at-will basis. Nothing in this position description restricts Damien Center’s right to assign or reassign duties and responsibilities to this position at any time.