Pharmacy Adherence Technician

Key Performance Areas

KPA 1 – Therapy Adherence

To ensure patients are adhering to therapy as indicated by the treating physician through effective communication about prescription refills and barriers in a timely manner.

• Navigates ONCO EMR to determine if the patient has had any notable changes in personal and therapy status to determine appropriateness of refilling a medication.
• Gathers information regarding prescription barriers to help the patient maintain therapy.
• Refers clinical questions and concerns to clinical pharmacists.
• Will work with pharmacists to document discharge summaries and medication on hold forms in order to report discontinuation and delays with therapy.
• Actively participates in the process of continuous improvement within the pharmacy.
• Attends team meetings and training sessions as required.

KPA 2 – Data Entry and Documentation

To ensure the accurate and timely documentation of patient information into multiple software systems.

• Navigates and documents accurately in CPR+, ORCA, ONCO EMR, and any additional pharmacy applications when needed.
• Medication Reconciliation: Under supervision of clinical pharmacists, responsible for obtaining and documenting accurate medication lists to help avoid duplication, omission, and error to all patients.
• Inform the clinical physician of any order status changes via patient EMR. This includes medication delivery dates, prior authorizations initiated, financial assistance initiated, reasons for holding or discontinuing an order, and any order clarifications as necessary.

KPA 3 – Pharmacy Support

To ensure that orders are processed in a timely manner by assisting the pharmacists and other departments with pharmacy related tasks.

• Maintain an encouraging attitude to create a positive work environment.
• Will collect and process patient copayments.
• Communicates delivery updates related to shipping delays with patients, caregivers, and providers.
• Accurately processes and interprets pharmacy test claims.
• Triages order to other team members for assistance in resolving any discrepancies with test claims.
• Gathers pertinent information regarding lost medication requests, vacation override requests, and medication synchronization.
• Initiates prior authorizations, financial assistance, and insurance or facility verifications by gathering and providing relevant information to other pharmacy staff for investigation and resolution.

KPA 4 – Communications

To ensure that patients, caregivers, and providers can get timely responses and updates regarding orders.

• Responsible for answering incoming calls to the pharmacy phone queue, and appropriately transferring calls to other departments or team members, as needed.
• Responsible for making outbound calls to patients, caregivers, and healthcare providers regarding order deliveries and updates.
• Will be required to meet a pre-determined quota for outbound calls made and inbound calls received per shift.
• Professionally and courteously communicates order information with patients, caregivers, and/or healthcare professionals.
• Demonstrates the ability to actively listen and understand patient questions and provide accurate answers and solutions.
• Will ensure that all concerns are addressed in a timely manner.
• Will deliver messages via phone, email, patient EMR, and letter correspondence while following all HIPAA regulations.
• All complex questions or information outside the Adherence Pharmacy Technician’s scope will be directed to a Clinician, Physician, or Pharmacy Benefit Manager for resolution.

KPA 5 – Compliance

Follows all federal/state pharmacy/healthcare regulations, and maintains necessary records pertaining to the Board of Pharmacy in the state of residence and compliance within the company.

• Complies with CMS regulations, HIPAA regulations, and company Standard Operating Procedures (SOPs).
• Maintain continuing education requirements for licensure.
• Complete Fraud Waste and Abuse Training as required by law and all other training assigned by management.
• Participate in the pharmacy’s Continuous Quality Improvement (CQI) program by identifying quality related events and reporting them to the pharmacist.
• Keeps the direct supervisor/manager promptly and fully informed of any problems or unusual matters of significance.

Position Qualifications/Requirements

Education: High school diploma, GED or equivalent education is required.

Previous Experience: Minimum of 3 years’ experience as licensed pharmacy technician in specialty, retail, mail order, or hospital pharmacy preferred.

Certifications/Licenses: Following applicable state regulations, state registration as Pharmacy Technician or PTCB Certification is required.

Core Capabilities

• Analysis & Critical Thinking: Critical thinking skills including solid problem solving, analysis, decision-making, planning, time management and organizational skills. Must be detailed oriented with the ability to exercise independent judgment.
• Interpersonal Effectiveness: Developed interpersonal skills, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness. Ability to work effectively with sensitive and confidential material and sometimes emotionally charged matters.
• Communication Skills: Effective communication skills (oral, written, presentation), is an active listener, and effectively provides balanced feedback.
• Customer Service & Organizational Awareness: Strong customer focus. Ability to build an engaging culture of quality, performance effectiveness and operational excellence through best practices, strong business and political acumen, collaboration and partnerships, as well as a positive employee, physician and community relations.
• Self-Management: Effectively manages own time, conflicting priorities, self, stress, and professional development. Self-motivated and self-starter with ability work independently with limited supervision. Ability to work remotely effectively as required. Must be able to work effectively in a fast-paced, multi-site environment with demonstrated ability to juggle competing priorities and demands from a variety of stakeholders and sites.
• Computer Skills: Proficiency in MS Office Word, Excel, Power Point, and Outlook required.

Travel: 0%

Standard Work Days/Hours: Monday to Friday (8:00am to 4:30pm, 8:30am to 5:00pm, or 9:00am to 5:30pm).