Specialty Pharm Rep- Fulfillment- KOP

Specialty Pharmacy Representative I

PRIMARY RESPONSIBILITIES: The Specialty Pharmacy Representative I drives our refill queues and assists patients, physicians and pharmacists in the completion of: claim adjudication/review, benefit investigations, financial assistance applications, refill/adherence activities, and other programs that drive optimal outcomes for Jefferson Specialty Pharmacy patients. Responsibilities include entering the patient information; name, date of birth, insurance information, allergies and medication history into our therapy-specific patient assessment software. Assist with the filling and distribution of prescriptions, under the direction of a patient care pharmacist, in accordance with the law.

ESSENTIAL FUNCTIONS:

• Adjudicate and review claims responses for reimbursement and profitability
• Analyze claims messages to determine next steps for order escalation as needed: PriorAuthorization, Benefits Investigation, Step Therapy, Non-Formulary, Financial Assistance, etc
• Schedule delivery of high dollar/specialty medications as well as other maintenance medications to maintain patient adherence and compliance to prescribed therapy according to departmental policy and guidelines
• Assess patient need for clinical intervention based on how they answer the refill questions or any information they may provide unrelated to the refill assessment
• Identify any barriers to care, non-compliance, changes in therapy/dosing and escalate to the clinical support team when appropriate
• Review patient chart to ensure all information is accurate and up to date
• Explain insurance coverage to patients as it relates to their copay responsibility and financial resources available to them
• Screen patients for financial assistance and apply on their behalf where applicable
• Print paperwork and fill prescriptions under the supervision of a clinical pharmacist
• Track and monitor deliveries to ensure medication arrives to patient undamaged; intervene where necessary to reship delivery
• Contributes to departmental Quality Assurance/Quality Improvement activities. Expected participation no less than 2% of time increased participation based on need/project.
• Interacts with co-workers, visitors, and other staff consistent with the iSCORE values of Jefferson

OTHER FUNCTIONS AND COMPETENCIES:

• Act as a liaison between the patient and their insurance company, foundations, and manufacturers
• Knowledge of commercial, Medicaid, and Medicare billing and understanding program requirements for all types of coverage
• Demonstrated ability to listen skillfully, collect relevant information, and build relationship and trust with patients and providers
• Respond to customers in a compassionate manner
• Multi-task between several issues at one time
• Problem solve to serve patients and ensure their medications are processed, ordered and delivered in a timely manner.
• Independently resolves complex customer conflicts including but not limited to: damaged/lostproducts, order placement, and outstanding balances and invoices
• Proactively document and recognize cause and effect trends
• Knowledge and understanding of the following: medical terminology and medical terminology used by insurance, the Health Insurance Portability and Accountability Act, and of principles and practices associated with the rights and responsibilities of patients and caregivers.
• Knowledge of and ability to utilize software, technologies and applications to interact with customers via a telephone, web or other electronic means.
• Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department, ability to properly support customer inquiries and bring problems to a timely resolution.
• Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer

EDUCATIONAL/TRAINING REQUIREMENTS:

High School Diploma or GED equivalent preferred

AS/BS degree preferred; Certified Pharmacy Technician (CPhT) preferred

EXPERIENCE REQUIREMENTS:

3+ years experience in customer service role

1+ years experience in a specialty pharmacy, hospital, health insurance company, benefitsdepartment or other related healthcare environment.

ADDITIONAL INFORMATION:

Proficient in the use of computers and Microsoft applications. Type 35 wpm.

Critical Thinking skills to solve problems and make informed thought out decisions; ability to learn from and lean on past experiences

Experience with clinical software systems; Specialty Medications and Medicare billing is highly preferred.

Ability to communicate professionally and efficiently in both written and verbal format with patients, physicians, payors and clinical staff in-person and on the phone.

Flexibility to adapt to changes in the departmental needs including but not limited to: offering assistance to other team members, adjusting assignments, etc.

Detailed orientated with excellent organization skills, ability to learn quickly

Ability to adapt in a dynamic work environment

Demonstrated ability to handle difficult conversations in a professional and caring manner

Work Shift: Workday Day (United States of America)

Worker Sub Type: Regular

Employee Entity: Thomas Jefferson University Hospitals, Inc.

Primary Location Address: 3500 Horizon Drive, King of Prussia, Pennsylvania, United States of America