Lead Medication Support Coord

GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.

Reporting directly to the Operations Manager, Brigham and Women’s Primary Care Center of Excellence, this position effectively performs a variety of medication-related tasks, as well as other duties in support of department operations within their scope of practice. The individual will work closely with the practice-based care team to provide patient-centered care to our population of approximately 150,000 patients. The position requires excellent customer service skills, critical thinking, and collaborative problem solving. The position requires knowledge of laws and regulations related to pharmacy practice and patient confidentiality. It also requires knowledge of medication abbreviations and symbols; medical terminology; medication indication and dosage; and common medication questions.

Strong computer, written and verbal communication skills are necessary and prior experience with use of an electronic medical record system (i.e. Epic) and Microsoft Office Suite is required. Excellent attention to detail and strong organizational skills are required. The individual must be a graduate of an approved pharmacy technician program and have two years of institutional/retail pharmacy or healthcare experience; OR successful completion of Certified Medical Assisting Program with two years related healthcare experience.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

1. Performs MSC duties under minimal supervision at highest proficiency level. Provide cross coverage as needed. Provide guidance and help to others to resolve complex issues and problems.
2. Supports the Primary Care department by assisting with patient medication management/medication prior authorizations, and other assigned work as necessary.
3. Receives, reviews and facilitates requests for medication renewal. Reviews the requests according to guidelines. Pends the requests in the electronic medical record (Epic) and routes to prescriber for review and signature.
4. Counsels patients on procedures of obtaining prescriptions, generic medications, prior approval requirements, insurance procedures, and other medication related issues.
5. Completes medication prior authorizations in collaboration with the clinical care team and/or patients. Monitors progress of prior authorization status throughout review process, updating appropriate parties as necessary.
6. Answers the phone, provides information and directs calls to the appropriate areas.
7. Assists in department-wide initiatives for improved medication prescribing, such as preferred medications, medication recalls or alerts, medication formulation changes.
8. Serves as a resource for clinical staff for recommendations for formulary medication options.
9. Reports safety issues identified during the course of job responsibilities.
10. Provides support for Primary Care department by creating and maintaining reports.
11. Act as a lead, assign and prioritize workflow, coordinate staffing and coverage, troubleshoot issues, assist with training and orientation, and provide backup support for the Manager. Provide feedback to Manager and input into evaluating performance of staff. Assist with annual competency assessments. Assist Manager with interviewing, orienting and training staff.
12. Performs all job functions in compliance with applicable federal, state, hospital policies and procedures. Handles confidential information in compliance with HIPAA guidelines. Follows institutional and departmental policies and procedures.
13. Attends team meetings as required and contribute in a positive manner, focusing on constructive processes and quality improvement.
14. Maintains clean and organized work areas.
15. Demonstrates accountability and ownership of job responsibilities.
16. Exhibits professional behaviors and attitudes related to communication, punctuality, workplace attire, personal internet or phone use and teamwork.
17. Performs other duties and special projects as needed.

WORKING CONDITIONS:

Complex, matrixed, fast-paced environment. Majority of work is done on the computer and telephone. This employee will work in a "hybrid" rotation between remote (Mon, Wed, Fri) and in-person work (Tues, Thurs.) Training is on-site.

This employee will be a member of the Primary Care Prescription Support Team, working closely with a team of colleagues in the same job title, as well as collaborating with the clinical care team at one or more of our Primary Care practices.

SUPERVISORY RESPONSIBILITY:

No direct supervisory authority is required in this capacity. Responsible for assisting Manager, such as in training new medication support coordinator staff and coordinating schedules/team coverage.

FISCAL RESPONSIBILITY:

No fiscal responsibility required in this capacity.

OTHER DUTIES AND RESPONSIBILITIES:

1. Works within legal, regulatory, accreditation and ethical practice standards relevant to the position and as established by BWH/Partners.
2. Follows safe practices required for the position.
3. Complies with appropriate BWH and Partners policies and procedures.
4. Fulfills any training required by BWH and/or Partners, as appropriate.
5. Brings potential matters of non-compliance to the attention of the supervisor or other appropriate hospital staff.

QUALIFICATIONS:

1. High school diploma or equivalent.
2. Must be at least 18 years of age.
3. Successful completion of a Pharmacy technician training program and two years Registered Pharmacy Technician experience at a healthcare facility or pharmacy is required; OR successful completion of Certified Medical Assisting Program and two years Medical Assistant experience at a healthcare facility.
4. Must pass either a Board approved pharmacy technician assessment examination or a Board approved national technician certification exam; OR Certified Medical Assisting Program exam.
5. Requires knowledge of laws and regulations related to pharmacy practice and patient confidentiality.
6. Requires knowledge of medication abbreviation and symbols, medication indication and dosage, and common medication questions.
7. Excellent command of medical terminology, abbreviations and computer technology is required.
8. Experience with electronic medical record system(s) and Outlook is required. Experience with Epic is preferred.
9. Strong written and verbal communication skills in English required. Bilingual (Spanish) written and verbal communication skills a plus.
10. Ability to communicate clearly and effectively with patients, families, providers, and staff while protecting patient confidentiality and demonstrating courtesy and respect.
11. Demonstrated skills in service excellence including active listening, problem solving and ability to remain calm in emotional situations.
12. Demonstrated ability to apply good judgment in resolving problems independently while following department guidelines.
13. Attention to detail, strong organizational skills with the ability to prioritize multiple tasks and work independently, especially when there are time constraints.
14. Excellent interpersonal skills and ability to work well as part of a team with all levels of personnel including, management, physicians, practitioners, and staff.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

1. Satisfactory command of the English language.
2. The ability to read, interpret and follow complicated verbal and written instructions precisely.
3. Ability to work with sustained attention and care on routine repetitive tasks.
4. Ability to perform mathematical calculations.
5. Must be able to work accurately under stress with time constraints.
6. Above average communication skills and knowledge of the Primary Care department policies and procedures is essential.
7. Ability to perform in a professional and courteous manner and maintain working relationships with Physicians, Nurses, Pharmacists and other health care professionals.
8. Understanding medical terminology, abbreviations and computer operation.
9. Time management and organizational skills to handle multiple tasks under time constraints.
10. Ability to organize and maintain efficient work areas and services.
11. Ability to distinguish routine functions from those requiring a Clinician’s professional judgment.
12. Excellent initiative and self-motivation to complete work with a minimum of supervision.
13. Attend and participate in department continuing education as requested.

EEO Statement:

BWH is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Primary Location: MA-Boston-BWH Longwood Medical Area

Work Locations: BWH Longwood Medical Area 75 Francis Street Boston 02115

Job: Administrative Support

Organization: Brigham & Women's Hospital(BWH)

Schedule: Full-time

Standard Hours: 40

Shift: Day Job

Employee Status: Regular

Recruiting Department: BWH Primary Care

Job Posting: Sep 24, 2024