Medication Adherence Specialist

JOB SUMMARY (Added March 2025)

The Medication Adherence Specialist is responsible for engaging patients, prescribers and pharmacies to support medication adherence, facilitate prescription refills, and identify barriers to compliance. This role focuses on patient engagement and health system coordination following structured protocols and scripts to improve adherence measures and health outcomes. In addition, they will assume the responsibility of performing technical and clerical duties, which do not require the professional clinical judgment of a pharmacist

ESSENTIAL DUTIES & RESPONSIBILITIES

• Conduct proactive patient outreach to support medication adherence programs using an approved script
• Educate patients on the importance of taking medications as prescribed, reinforcing adherence strategies without exercising clinical judgment
• Assist patients with medication refills and coordinating prescription renewals with pharmacies and providers
• Identify common adherence barriers such as cost, forgetfulness, or access issues and provide non-clinical solutions within the scope of the role
• Follow established protocols to triage patients to a pharmacist when clinical concerns, side effects, or medication-related questions arise
• Document all patient interactions, including identified challenges and resolutions, accurately and in compliance with company policies
• Call patients to explain MTM Services and schedule appointments when applicable
• Complete outreach to prescriber offices and pharmacies, as needed
• Receive and respond to incoming patient calls; take appropriate action based off protocols and use critical thinking skills to escalate calls to appropriate parties when needed
• Promote a mission-driven team culture, actively demonstrating accountability, empathy, integrity, opportunity and unity
• Provide exemplary internal and external customer service through prompt, professional, and polite communication
• Perform auxiliary functions essential to the efficient operation of the department
• Perform other duties as assigned
• Meet performance expectations set forth by manager
• Comply with the Outcomes Telecommuter Policy, Attendance Policy and other specific policies and procedures

KNOWLEDGE & REQUIREMENTS

• Strong Telephonic Skills – Ability to speak clearly and communicate fluidly with senior citizens and healthcare professionals alike
• Excellent Listening and Interpersonal Skills – Ability to convey warmth and empathy to others while patiently employing active listening techniques
• Healthcare Professional-level Communication Skills – Ability to articulate complex information, both verbally and in writing, in a clear and concise manner to a variety of audiences
• Professional Demeanor – Consistent demonstration of a professional attitude and behavior
• Exceptional Interviewing Skills – Ability to probe and question patients to extract information to understand concerns and needs
• Conflict Resolution Skills – Ability to defuse potential customer conflict and respond supportively to patients through use of appropriate tone, questioning, or counsel
• Strong Work Values – Ability to follow all company and departmental processes and procedures
• Self-Management Skills – Self-motivation, organization, and attention to detail
• Knowledge of the Law – Understanding of basic compliance measures for the CMS programs, and ensure privacy and confidentiality as required by HIPAA, company and department guidelines
• Computer/Technology Competency- Proficiency in use of Microsoft Word, Excel, Teams, and Outlook, with strong data entry skills and ability to multitask using multiple databases/applications
• Diligent healthcare professional in operations environment, ensuring high level of attendance and exceeding productivity benchmarks. Dedicated to maintaining exceptional standards in a patient-centric environment, prioritizing quality care

•     Extensive understanding of:
  • Medications and medical terminology, including basic disease state knowledge
  • Pharmaceutical therapeutic categories and common indications of medications
  • The pharmacist’s clinical role in the care of patients
• Proven ability to:
  • Strictly follow approved scripts and protocols without exercising clinical judgment
  • Use and pronounce common medical and pharmacy terms correctly, including medication names
  • Use and understand pharmaceutical references
  • Evaluate information from both oral and written sources and report information to pharmacists
  • Follow step-by-step instructions and enter data accurately into MTM database with close attention to detail
  • Provide excellent customer service with a can-do attitude
  • Work independently in a collaborative environment

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum years of work experience:   1 year
• Minimum level of education or education/experience:   High School Diploma or GED
• Active pharmacy technician license in state of residence where required and current National Pharmacy Technician Certification (ExCPT or PTCB)
• Proven record of excellent attendance and punctuality and ability to comply with Introductory Period Attendance Policy which is critical for proper training, and associate and company success.
• Comfortable working in a remote or call center environment with performance metrics.

PHYSICAL REQUIREMENTS

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.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing

What’s In It For You?

• Medical, Dental and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Paid Parental Leave
• Adoption Assistance Program
• Employee Resource Groups
• Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Program
• 401k Employer Match & Roth Option Available – immediate eligibility

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