Provider Experience Coordinator

Position Summary/Objective

We have an exciting opportunity for a Provider Experience Coordinator for our Memphis-area Specialty Pharmacy. The successful candidate will collaborate with the outside business development staff to maintain relationships with prescribers and their delegates, ensure quality of service as well as monitor referrals for timeliness in completion and to assist in any situation to decrease time to therapy. The Provider Experience Coordinator will work in conjunction with the Sales, Development, and Pharmacy teams to ensure that their day-to-day activities facilitate the goals of the department and enhance the provider relationship.

This position may work in a hybrid environment with management approval. A minimum of two days on-site will be required.

Essential Functions

1. Comply with company guidelines and applicable federal and state regulations, specifically laws that promote ethical sales practices, minimizing conflict of interest.

2. Consult with physicians, nurses, patients, and other persons authorized to represent the patient or pharmacy regarding referral status and actions needed to increase speed to therapy.

3. Conduct online medication research in conjunction with learnings from professional staff, to remain up to date on medications, trends, and industry marketing to ensure success of the sales department.

4. Participates in data report review and help to identify trends to collaborate proactively with pharmacy and sales leadership.

5. Assist in identification of any improvements that can be made procedurally to assist in increasing positive relationships and time to therapy experience for patients.

6. Seeks out opportunities for prescriber experience process improvement and collaborates with Pharmacy Operations and outside sales to achieve prescriber experience improvement.

7. Assists with sales escalations and communicates routinely with field and inside sales representatives about details impacting prescriber and patient experience.

8. Documents and meticulously makes notations in each patient’s profile regarding every update and aspect of a patient’s/physician’s care or needs.

9. Uses discretion and independent judgement in handling customer complaints received while documenting and forwarding to appropriate administrative staff.

10. Obtains and manages prescriber communication and delivery preferences.

11. Nurtures and manages prescriber relationship to improve loyalty and retention.

12. Assists operations staff and prescriber office with lulled referrals by following up on outstanding issues and assisting with coordination and communication.

13. Assists operations staff with communication to prescriber offices to increase referral turnaround time.

14. Ensure that prescription renewal requests are communicated in a timely manner to ensure continuity of care when applicable.

15. Ensure organization, work discipline and morale are consistent with pharmacy standards, as well as safe working conditions.

16. Ensure job functions are completed and in compliance with standard operating procedures (SOPs).

17. Perform all department personnel functions in compliance with company guidelines, to include provision of opportunities for workforce member development and advancement, setting an example of personal integrity, appearance, and ethical business practices to provide a standard of conduct for all department personnel.

18. Monitor prior authorizations and processing to ensure continuity of care as well as identify trends that positively and negatively impact speed to therapy and prescriber relationships.

19. Document and report medication errors to Pharmacist In Charge.

Work Environment

This position operates in a quiet office environment with minimal supervision.

Competencies

Two years specialty pharmacy experience as a certified technician or other support staff, knowledge of medications, general pharmacy terminology, understanding of insurance reimbursement procedures specifically Medicare, Managed Medicaid, and Commercial benefit structure as well as industry standards of specialty pharmacy procedure and relationships. Ability to operate dispensing program, ability to understand and follow policies and procedures, written and oral communication proficiency, accuracy, time management, multi-tasking, leadership, teamwork, problem solving ability, collaboration skills, presentation skills, calculator, expert telephone and cell phone skills, and email skill. Ability to meet tight deadlines and handle changing priorities and emergencies. Positive attitude and acceptance of the team player concept.

Physical demands typical of this position

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit for long periods of time, stand, walk, use hands and fingers to operate a computer keyboard, mouse, and other computer or office equipment. Visual acuity to read printed material and a computer screen and ability to concentrate. May require occasional lifting of up to 30 lbs.

Supervisory Responsibility

None.

Travel

Work-related travel may occasionally be required for continuing education purposes and industry relationships.

Required Education and Experience

Completion of a Pharmacy Technician program with Board Certification and 1-3 years of experience as a Pharmacy Technician. Knowledge of NDC (National Drug Code). Familiarity with state and federal laws and regulations pertaining to legal pharmacy operations. Complete required CEUs to maintain credentials and licensure.

Preferred Education and Experience

Two years’ experience in the specialty pharmacy space. Preferred understanding of internal operation structure of specialty pharmacy. Specialty Pharmacy Sales experience.

Security Clearance/Background Check

Pass a federal background check and drug screen.

AA/EEO Statement

If required.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

This job description has been approved by all levels of management: