Pharmacy Support Services Specialist - hemophilia

Healthcare Administrative

The Support Services Specialist provides prescription support services for patients with hemophilia and blood disorders to assure 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.

Duties to Include:

Patient Adherence Management

• Manage refill services for select patient populations in accordance with department policies and procedures.
• Communicate via phone, electronic means, and in person with patients, pharmacist, 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 activities as required by accrediting agencies, payors and/or administration.

Assist patients and staff with Hemophilia patient benefits investigations, prior authorizations, appeals, and copay assistance.

• Communicate and coordinate with patients, pharmacists, payors and/or providers to gather relevant demographic and insurance information.
• Initiate and follow through on required prior authorizations.
• Assist clinical pharmacy specialists or other providers with initiation of appeals when applicable.
• Assist with copay/coinsurance assistance when applicable.
• Appeal/troubleshoot claim payments and denials using available resources.

Enrollment of patients in specialty pharmacy services including:

• Communication with patient, 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, payers, patients, co-workers, supervisors and departments to resolve complex insurance issues.

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

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

Participates in Hemophilia inventory management.

• Coordinates inventory activities for assigned area including daily and monthly inventories and return to stock medication with associated adjudication and void, credit, and rebill requests.
• Participates in activities related to medication recalls.
• Coordinates adjustment of inventory levels to meet current needs.
• Runs drug usage reports as requested.

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 to new procedures
• Assist with specialty pharmacy service equipment modifications, reorganization, and additions to implement new policy and procedure

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
• Provide cross functional support for fulfillment of hemophilia orders by the pharmacy

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 with Hemophilia patient population and medications is highly desirable.
• 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.

Position and Application Details:

In order to be considered for an interview, applicants must upload the following documents and mark them as a "Relevant File" to the submission:

• Resume
• Cover Letter

Job openings are posted for a minimum of 14 calendar days and may be removed from posting and filled any time after the original posting period has ended. Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification. Up to 5 professional references will be requested at a later step in the recruitment process. For additional questions, please contact Regan Lampe at regan-lampe@uiowa.edu.

This position is eligible for a combination of remote work and in-person (hybrid) work within Iowa. To be eligible for the hybrid remote work option, staff must be working in the position for a minimum of 6 months, must have successfully completed all training requirements, and must be meeting or exceeding expectations as assessed in a formal performance review or by leadership. A work arrangement form will be required to be completed prior to the start of remote work. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.

Additional Information:

• Classification Title: Support Services Specialist
• Appointment Type: Professional and Scientific
• Schedule: Full-time
• Work Modality Options: Hybrid within Iowa

• Compensation: Pay Level: 3A

• Contact Information:
• Organization: Healthcare
• Contact Name: Regan Lampe
• Contact Email: regan-lampe@uiowa.edu