Health Care
Heritage Healthcare
R287230 Requisition #
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Under direct , supervision of management, this position is responsible for supporting the Pharmacist team. Responsibilities include patient care coordination and scheduling of referrals, to answering incoming pharmacy-related telephone calls, emails, chat messages and faxes, addressing pharmacy-related gaps in care with patients and escalating patient issues to the pharmacist, assisting with prior authorizations, perform duties under protocol, and support general pharmacy-related issue resolution under the guidance and direction of Pharmacists.

Essential Values-Based, Leadership and Management Competencies: Demonstrates values-based competencies in line with the four core values that are the foundation of all activities performed by employees in order to achieve the Mission of the St. Joseph Health System.

Dignity: Demonstrates competence in communication and interpersonal relations.

Excellence: Demonstrates competence in continuous improvement, continuous learning, accountability, and teamwork.

Service: Demonstrates competence in customer/patient focus and adaptability.

Justice: Demonstrates competence in community orientation and stewardship.

(As defined on the attached Values-Based Competency Model Form.)

Essential Functions:

• Utilizing authorized protocol to process requests in a timely manner and documents into EMR system
• Identifies internal and external resources and connects patients to resources for effective care coordination.
Accepts referrals for new patients. Ensures completeness of patient and medical information. Assists patients in navigating complex health systems and insurance plan coverage.
• Conducts patient and pharmacy callbacks in a time efficient manner while maintaining proper phone etiquette. Accurately tracks and enters calls using appropriate documentation, reporting, and database applications.
• Coordinates activities with consulting dietitian for review of nutritional therapies and implementation of dietitian recommendations.
• Reviews reports/lists of rising risk and high risk patients with care gaps and intervenes in a timely manner to prevent further decompensation and utilization.
• Documents patient’s concerns and symptoms, reactions, and changes (appropriate to age) in the electronic medical record.
• Relays and escalates information to Providers, Care Managers, Pharmacists and other care team members in an accurate, concise, and timely fashion, ensuring follow-through by clinically licensed staff on symptom-based issues.
• Follows-up with patients/caregivers, ensuring that the patient/caregiver receives care plan updates, results of laboratory and diagnostic tests, special test instructions, and other information in a timely manner.
• Attends and participates in mandatory clinical/business department meetings/in-services Responsible for processing prior authorizations.
• Schedules appointments for pharmacists and coordinates care for patients. Ensures patient follow-through of urgent/important appointments and works to remove barriers for non-compliance.
• Assists with maintaining department databases and resource tools.
• Understands and uses proper procedures to resolve problems, escalate issues, and achieve objectives in a productive and cooperative manner. Provides timely feedback about processes to improve caller experiences and satisfaction.

Additional Responsibilities:
• Maintains current Pharmacy Tech licensure from the state of California.
• Maintains knowledge of pharmacy technician scope of practice.
• Maintains current knowledge of medications and drug classifications
• Performs all other duties as assigned

Age-Related Competencies:

• Age-specific patient needs that employee is required to understand and meet.:
• Demonstrates the ability recognize age specific information related to age specific needs of the patient and provides appropriate care as needed.
• Additional requirements:
• Demonstrates age appropriate communication skills for the patient population served.
• Demonstrates knowledge of age-specific community resources.

Information Management:
• • Treats all information and data within the scope of the position with complete confidentiality and security.

• • Needs to maintain all practices to protect PHI and full compliance with HIPAA guidelines/regulations.

• • Follows all policies developed by the Information Systems Department to support change management, confidentiality, and security.

• • Respects the dignity, confidentiality and privacy of patients.

• • Maintains organizational, employee, and patient privacy and confidentiality at all times.

Risk Management: Cooperates fully in all risk management activities and investigations.

Safety Requirements: Is knowledgeable of, observes and complies with Codes of Safe Practice, safety policies and emergency procedures.Reports all safety violations/issues in a timely manner.
Ensures all call center perimeter doors remain closed and are never propped open.

Minimum Position Qualifications:

Education: High School Diploma or GED required

Experience: Requires two (2) years pharmacy technician experience with strong familiarity with medications and drug classifications.

• Pharmacy Technician: Current valid license from the state of California required.

Computer Skills: Basic computer skills including Microsoft Word, and Windows.

Knowledge / Skills / Abilities:
• High level of customer services skills with a genuine caring approach to helping people.
• Maintain a positive attitude with changing conditions.
• Demonstrates organizational abilities.
• Demonstrates dependability.
• Requires good written and verbal communications skills to communicate effectively with individuals at all levels of the organization.
• Must be able to work under general supervision.
• Must have a professional and mature demeanor.
• Must be able to work in a fast-paced department and handle multiple tasks, work with interruptions, and deal effectively with confidential information.

• Valid California driver’s license and auto insurance for travel between St. Joseph Health locations.
• Has completed coursework or has working knowledge of Medical Terminology.

Preferred Position Qualifications:

Computer Skills: EMR and/or IDX experience is preferred

Other: Bilingual English/Spanish communication skill a plus

Environmental Conditions: May include exposure to potentially hazardous material, infectious agents, contact with patients, public and staff.

Physical Requirements: Sitting, standing, walking, bending, climbing, reaching, stooping, kneeling, pushing/pulling, lifting/carrying up to 20 lbs., and grasping.
St. Joseph Heritage Healthcare (SJHH) is one of California's most respected medical groups. With over 3,000 employees and 75 locations throughout California, including, Northern California, Orange County, High Desert and Los Angeles County, SJHH has been continually recognized as a leader in quality, customer service and information technology. This kind of success is the result of team work, a commitment to excellence and a strong adherence to the organization's mission, vision and values.

St. Joseph Heritage Healthcare (SJHH) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, St. Joseph Heritage Healthcare (SJHH) complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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