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24000BQ5

Patient Support Advocate, Patient Engagement Pharmacy

Position #: 24000BQ5
Position: Patient Support Advocate, Patient Engagement Pharmacy
UH Facility: UH Meds LLC
Shift: Days
Status: Full-time
Work Days of Week: M-F

City: Warrensville Heights

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ABOUT US

At University Hospitals, everything we do is focused on helping patients and their families achieve optimal health, realize improved quality of life, and get back to what’s most important in their lives.

Our goal is to create an atmosphere where the best allied health professionals and support staff can learn, grow and make a real, positive impact on all those we serve. An allied health career with University Hospitals provides the opportunity for you to Be the Difference.

Join Us and Be the difference in Advancing the Science of Health and the Art of Compassion.

Equal Opportunity Employer – veterans and individuals with disabilities

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JOB DESCRIPTION & QUALIFICATIONS

Description

Sign on bonus: $2,500!!!

A Brief Overview

The Patient Support Advocate is knowledgeable about pharmacy and manufacturer assistance programs, insurance coverage (limitations, requirements, eligibility, formularies, prior authorizations, benefits investigations, etc.), available community and national resources, ICD-9 codes, and determinants of financial need. They display an understanding of pharmaceutical terminology (brand, generic, dose, route, etc.). The Patient Support Advocate (PSA) will work closely with pharmacy staff, clinic staff, and clinical pharmacist specialist to obtain the appropriate clinical and financial information for available assistance programs. The PSA is also responsible for providing patients and clinicians with accurate and up to date information regarding assistance programs, insurance eligibility, government subsidies, as well as maintaining a database with accurate patient and assistance program information. The PSA will work with the UH Ventures Pharmacy Services to make refill and other routine phone calls to patients and follow up on medication delivery.

What You Will Do

  • Call Center Support
    • Answer incoming calls and respond to electronic communications
    • Assist health care providers and patients by greeting them by phone; answering questions and requests; referring inquiries to the site pharmacist(s) as needed.
    • Handle customer inquiries both telephonically and by email
    • Research required information using available resources
    • Manage and resolve customer complaints
  • Medication Assistance (Access) Support
    • Process benefits investigations, prior authorizations, pre-certifications, and copayment assistance request for prescriptions received by the UH Home Care Specialty Pharmacy.
    • Maintain current knowledge of, requirements for and ability to enroll patients in: Pharmacy Assistance Program (PAP), manufacturer, state and local medication assistance programs; disease based assistance from non-profit organizations; Medicare prescription drug benefits; Social Security Low Income Subsidy; state and federal medication subsidy programs
    • Maintain documentation of patient status for resource programs in required databases
    • Evaluate all self-pay and underinsured patients for PAP/MAP eligibility and enroll patients based on financial need
    • Work collaboratively with clinical based pharmacist to obtain clinical and financial information needed for program enrollment
    • Utilize internally developed systems, commercial vendor software (to track patient eligibility, prescriptions, patient communications and program enrollment), outpatient clinical, scheduling and financial systems as necessary
    • Interact with physicians, nurses, and other health care professionals in a courteous and professional manner
  • Display the highest level of customer service, attentiveness, and consideration possible in all situations
  • Support all new team initiatives
  • Elevate issues promptly to supervisors to promote positive outcomes for internal and external customer

Additional Responsibilities

  • Performs other duties as assigned.
  • Complies with all policies and standards.
  • For specific duties and responsibilities, refer to documentation provided by the department during orientation.
  • Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

Qualifications

Education

  • Bachelor’s Degree (Preferred)

Work Experience

  • 1+ years Healthcare experience (Required) or
  • Registered or Certified Pharmacy Technician status will be accepted in lieu of experience. (Required)

Knowledge, Skills, & Abilities

  • Excellent organizational, analytical and problem solving skills. (Required proficiency)
  • Strong oral and written communication abilities. (Required proficiency)
  • Working knowledge of the complexities and interdependencies of Insurance Benefits, Medical Records, and pharmacy operations. (Required proficiency)
  • Strong technical skills and abilities in planning, solution structure, assessment, analysis, client relationship management. (Required proficiency)
  • Maintain organized workspace to help foster efficient operations
  • Show attention to detail, accuracy, and thoroughness in an effort to continually improve quality
  • Manage time wisely and demonstrate the ability to prioritize assigned tasks

Licenses and Certifications

  • Registered Pharmacy Technician (RPhT) (Preferred)
  • (Preferred)

Physical Demands

  • Standing Occasionally
  • Walking Occasionally
  • Sitting Constantly
  • Lifting Rarely 20 lbs
  • Carrying Rarely 20 lbs
  • Pushing Rarely 20 lbs
  • Pulling Rarely 20 lbs
  • Climbing Rarely 20 lbs
  • Balancing Rarely
  • Stooping Rarely
  • Kneeling Rarely
  • Crouching Rarely
  • Crawling Rarely
  • Reaching Rarely
  • Handling Occasionally
  • Grasping Occasionally
  • Feeling Rarely
  • Talking Constantly
  • Hearing Constantly
  • Repetitive Motions Frequently
  • Eye/Hand/Foot Coordination Frequently

Travel Requirements

  • 10%

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LOCATION

University Hospitals is a national leader in healthcare that takes pride in calling North-East, Ohio home. With more than 150 locations throughout Cleveland and the surrounding metropolitan areas, UH provides unique opportunities to deliver world-class care in the communities where our employees live, work, and play.

Working at University Hospitals video

Working at University Hospitals

Careers at University Hospitals offers opportunities to provide care locally in the Cleveland area with the power to impact healthcare nationwide. As a leader in our industry, our staff share a commitment to Be the Difference in the lives of our patients and our communities, from Northeast Ohio and beyond. Take a look at this video to discover how we’re building an organization for the future, today. Note: video content was obtained prior to the COVID-19 pandemic.

Learn More

Read Video Transcript

ANEESAH DAVIS: You have a choice to be here or not be here. The choice for me to just actually just stay here is just, I love it. I love it here to be honest and the opportunities that it allowed me to have and grow. That's basically why I choose to stay here. SONORA HOWSON: My favorite part is probably the people I work with. I mean I'm interested in the procedures and I feel like we do a lot of good. But like the thing that has me excited to come back every day is just that I work with such an incredible team. Really talented people and it feels like a family. I know that's like kind of trite to say but it does feel like that. ALVIN MANIGAULT: One of the things I was really impressed with my time being at UH, just from a managerial and leadership perspective, I think they do a phenomenal job. My leadership specifically in terms of just being involved and engaged and also listening as well to matters, issues or concerns and then working to establish some type of implementing change. I think subsequently for me as an employee, it really makes me feel as if I'm heard, my voice is heard and that also my perspective can have an impact on the overall overarching picture as well.

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To contact University Hospitals Human Resources department, or to request a reasonable accommodation, please call 216-767-8900 or send us an email at employment@uhhospitals.org


Equal Employment Opportunity Statement

It is the policy of University Hospitals to provide equal opportunity to all of our employees and applicants for employment. Decisions concerning employment, transfers and promotions or other conditions of employment are all made upon the basis of the best qualified candidate without regard to race, color, national origin, age, religion, veteran status, disability, gender, sexual orientation, gender identity, or marital status in accordance with Federal and Ohio law. A qualified individual with a disability will be considered for employment on the same basis as non- disabled applicants if he/she can perform the essential functions of the job sought, with or without a reasonable accommodation, and without imposing a direct threat to the health or safety of others or him/herself. EEO is the Law

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