Support Services Specialist

The Department of Pharmaceutical Care is seeking a bi-weekly, temporary Pharmacy Support Services Specialist to join our Specialty Pharmacy team. The Support Services Specialist provides prescription support services for patients to ensure effective and efficient delivery of health care. This position requires strong computer skills, a high level of attention to detail, accurate documentation skills, strong organizational and problem-solving skills, a general knowledge of hospital and prescription billing practices, and excellent customer services skills. This position will work closely with other staff within the hospital to support specialty pharmacy medication adherence management (management of patient refill coordination), complete routine pharmacy billing activities, and assist with shipping issues. This position is located off the main campus at our ACTO Building in Iowa City.

PRN staffing is defined as a flexible “as needed” schedule that will be determined based on business need and demand for patient coverage.

Duties to include:

Patient Adherence Management

• Manage refill services for select patient populations in accordance with department policies and procedures.
• Communicate via phone and electronically with patients, pharmacists, providers and other health care team members regarding patient adherence issues.
• Monitor and manage inventory activities related to patient prescription needs.
• Provide accurate documentation of all patient interactions/assessments as required by accrediting agencies, payers and/or administration.

Enrollment of patients in specialty pharmacy services including:

• Communication with patients, pharmacist and/or provider to gather relevant demographic information, shipping and contact preferences.
• Provision of appropriate enrollment and contact information.
• Provides highest customer service experience for patients and providers.

Communication/Training:

• Understand the importance of effective business communication and maintaining professionalism in difficult situations.
• Participate in orientation of pharmacy technicians, pharmacists, pharmacy residents and others within the department on pharmacy practices.

Problem Resolution

• Provide assistance with the resolution of shipment/delivery issues.
• Communicate with providers, payors, patients, co-workers, supervisors and departments to resolve complex insurance issues.
• Provide assistance to patients with billing and claim resolution issues

Provide documentation of all activities as required by accrediting agencies, payers and/or administration, including:

• Workload statistics (enrolled/active patients, mail outs, etc.)
• Phone statistics

Assists with evaluation and implementation of new policy and procedures

• Participate in piloting new workflows/procedures
• Assist with preparing training and orientation materials for new procedures
• Assist with training and orientation of staff in new procedures
• Assist with specialty pharmacy service equipment modifications, reorganization, and additions to implement new policy and procedures

Other duties as assigned

• Provide cross functional support to assist with communication and enrollment of patients into copay/coinsurance assistance and grant programs
• Provide cross-functional support to assist with troubleshooting claim payments

Pay Level: 3A https://hr.uiowa.edu/pay/professional-and-scientific-compensation/professional-and-scientific-job-classifications-pay (https://hr.uiowa.edu/pay/professional-and-scientific-compensation/professional-and-scientific-job-classifications-pay)

Education Requirements:

• Completion of a bachelor’s degree or equivalent combination of education and experience.
• Iowa Board of Pharmacy registration as Pharmacy Trainee required prior to commencement of employment.
• Successful completion of the pharmacy technician certification exam within one year of the start of employment.

Experience Requirements:

• Previous experience (typically 6-12 months) in support or customer service.
• Experience and proficiency with computer software applications (i.e. Microsoft Office Suite – Word, Excel, Outlook, PowerPoint) or comparable programs.
• Strong attention to detail and proven ability to gather and analyze data and keep accurate records.
• Self-motivated with initiative to seek out additional responsibilities and tasks along with generating suggestions for improving workflow.
• Effective verbal and written communication skills, active listening skills and the ability to maintain professionalism while handling difficult situations.
• Demonstrate effective problem-solving abilities and meets challenges with resourcefulness.
• Familiarity with medical terminology.

Desired Qualifications:

• Experience working in a complex hospital system is highly desirable.
• Experience working in a collaborative team environment is desirable.
• Pharmacy experience is desirable.
• Knowledge of healthcare billing, experience working with insurance and/or federal and state assistance programs is desirable.
• Experience working with multiple technology platforms (i.e. Epic, GE) is desirable.
• Knowledge and understanding of the Health Insurance Portability and Accountability Act (HIPAA) is desirable.
• Professional experience working effectively with individuals from a variety of backgrounds and perspectives.