Everyone who works with Mercy Health is united under one purpose: to help our patients be well in mind, body and spirit. This drive, along with our history of faith, is a powerful combination. It gives us a shared calling to work toward every day. Join our exceptional team and help us continue to provide the highest quality of health care possible to our communities.

Primary Function/General Purpose of Position

This position supports the clinical pharmacy team by performing outreach to patients to help close care gaps and ensure evidence-based, quality patient care. The position primarily involves telephonic outreach to patients with reminders, scheduling appointments for the pharmacists, and relaying information from the pharmacy team to the patients.

Essential Job Functions

• Perform outbound telephonic outreach to patients. Independently triage outreach based on multiple moving projects and requests from multiple clinical pharmacists for support.
• Answer inbound patient line. Answer questions and triage patient concerns to pharmacy team as appropriate, using independent problem solving skills.
• Convey messages clearly to patients while effectively interpreting and answering patient questions and concerns. Escalate patients to staff appropriately based on algorithms and key words, and triage both outgoing and incoming calls with high quality patient care.
• Provide excellent customer service, under all conditions.
• Effectively utilize data to triage patient outreach, based on protocol and workflow. Sort, filter and analyze patient data on Microsoft Excel spreadsheets with minimal supervision to perform this responsibility.
• Document triage data on spreadsheets. Provide reports on Excel data to supervisor upon request and at regular intervals.
• Complete chart review and documentation in Epic, following protocols to include or exclude patients for outreach/appointment scheduling, by reviewing for key elements in Electronic Medical Record. Must document appropriately, route charts effectively, and schedule patients in the Electronic Medical Record.
• Operate and run daily working reports in Epic, provide clerical support for clinical pharmacists, and provide general office support as assigned
• Interact with patients and healthcare professionals and effectively communicate, answer questions, and triage patient and patient-care issues to pharmacist as appropriate
• This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job related duties as required by their supervisor, subject to reasonable accommodation.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Licensing/Certification

• Medical Assistant, LPN, Pharmacy Technician or other community health worker certification (preferred)
• Certification in Excel or other data tools (preferred)
  

Education

• High School Diploma or GED (required)
• Completion of ASHP/ACPE tech training program - or - pharmacy technician training via Armed Forces/Veterans Affairs - or respective state department approved career tech high school program (preferred)

Work Experience

• 2 years of health care experience (preferred)
• Experience with health-care systems, data analysis, and medication name and indications (preferred)

As a Mercy Health associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com