Outreach Specialist, Pharmacy Outreach

📋 Description

• Manage and execute a high volume of outbound and inbound calls with patients, providers, and pharmacies by utilizing established scripts and protocols while achieving and maintaining performance objectives (e.g., calls/hour, call quality, etc.).

• Work collaboratively with patients to effectively resolve issues, identify and eliminate obstacles to medication adherence (such as cost, forgetfulness, or perceived lack of necessity), and escalate clinical barriers to a pharmacist when necessary.

• Address patient hesitations and concerns through influence, empathy, and education to ensure patient commitment to following prescribed medication regimens.

• Actively coordinate with medical providers or pharmacies as required to guarantee that prescription refills are processed as planned.

• Precisely record all interactions, outcomes, and identified challenges in the appropriate systems.

• Spot opportunities to improve pharmacy workflows and processes.

• Engage in training and peer-to-peer learning sessions to develop expertise in pharmacy quality metrics (e.g., STARs).

• Provide constructive feedback, share best practices, and assist colleagues in achieving program, departmental, and organizational objectives.

⛳️ Requirements

• High School Diploma.

• At least 1 year of experience in a call center setting focused on patient outreach.

• Consistent and reliable attendance; ability to work any shift between 8 AM - 7 PM EST, with potential for evening and Saturday shifts as required by business needs.

• Exceptional verbal communication, active listening, and negotiation abilities.

• Capability to overcome objections and establish rapport with patients or customers.

• Proficient in call center software and electronic health record (EHR) systems.

• Skilled in Microsoft Excel and Google Sheets.

• Ability to thrive in a fast-paced environment and adapt swiftly to changes.

• Strong organizational skills with a keen attention to detail and accuracy.

• Must have access to a reliable high-speed internet connection.

🏝️ Benefits

• Flexible work schedules and the option to work remotely are available for many positions.

• Health, dental, and vision insurance paid up to 80% for employees, dependents, and domestic partners.

• Comprehensive time-off plan (21 days of PTO in your first year).

• Two paid volunteer days and 11 paid holidays.

• 12 weeks of paid parental leave for all new parents.

• Six weeks of paid sabbatical after six years of employment.

• Educational Assistant Program and Clinical Employee Reimbursement Program.

• 401(k) plan with up to 4% matching.

• Stock options.

• And much more!