Pharmacy Technician - Cleveland, Ohio

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About this Role

As a Pharmacy Technician, you will provide virtual (primarily telephonic) support for Medicaid patients. You will partner with Waymark pharmacists to help patients access medications, address barriers to medication non-adherence, access relevant durable medical equipment (DME), and elevate prescription needs to providers. You will report to the Clinical Pharmacist Lead in Ohio.

You will interact with patients through telehealth modalities (SMS, phone, and app-free video) as part of a broader team that includes community health workers who see patients in person and support patients in addressing social determinants of health, therapists who provide mental health counseling, and care coordinators who work closely with primary care providers to support wrap-around services. You should be familiar with pharmacist interventions in primary care that help patients overcome challenges gaining access to, and appropriately taking, their medications.

Key Responsibilities

• Coordinate patient medication needs with a multidisciplinary team including community health workers (CHW’s), care coordinators, and therapists.
• Perform telephonic and SMS outreach to patients and providers/pharmacies to address medication access issues, medication non-adherence or other drug utilization activities to improve patient and quality outcomes. Outreach also includes addressing medication-related and disease-control HEDIS gaps. 
• Coordinate with external healthcare providers and Waymark care team colleagues to provide accurate and timely information on medications as well as facilitation of medication access, answering, resolving and triaging inbound inquiries in collaboration with the rest of your Waymark pharmacy team.
• Communicate with patients and healthcare providers to assist in completing medication prior authorizations, navigate formulary changes, manage side effects, and identify therapeutic substitutions in conjunction with Waymark and primary care teams.
• Facilitate timely responses to internal Waymark requests for pharmacy team assistance by obtaining and documenting medication information and verifying eligibility, formulary, benefits and allergy information as requested by your Waymark Pharmacist supervisor.
• Provide accurate and timely documentation to ensure productivity and quality metrics are met.
• Actively participate in innovation with an evolving startup environment by identifying trends, resolving problems, recommending improvements, and implementing process improvement changes, applying observations and recommendations to resolve operational issues, increasing productivity and quality, and achieving excellent customer experience.

Minimum Qualifications

• Current Ohio State Pharmacy Technician License in good standing.
• PTCB CPhT Certification.
• 2 or more years experience working in outpatient/primary care/clinic-based, or managed care settings.
• Experience with and commitment to improving healthcare for underserved populations.
• Ability to collaborate and communicate effectively in a multidisciplinary team setting.
• Strong interpersonal communication skills, comfortable with proactively engaging patients telephonically, comfortable reaching out to on-site clinicians, payors, and pharmacies telephonically.
• Detail-oriented, customer service-oriented mindset, motivated problem solver. 
• Ability to navigate proficiently within multiple computer systems including (but not limited to spreadsheets, EMRs, and others).
• Reside within the state of Ohio.

Preferred Qualifications 

• 3 or more years experience working in outpatient/primary care/clinic-based, or managed care settings.Experience working in a call center handling pharmacy-related customer service requests.Experience in navigating Ohio Medicaid prescription benefits in addressing medication access issues for Medicaid and dual-eligible patients.
• Experience with lean process improvement and/or other quality improvement initiatives and development and implementation of new operational workflows.
• Experience with EMR documentation.

Hourly Rate Range

$22.38 - $25.42

In addition to salary, we offer a comprehensive benefits package. Here’s what you can expect:

Offer of employment is contingent upon successful completion of a background check.

Don’t check off every box in the requirements listed above? Please apply anyway! Studies have shown that some of us may be less likely to apply to jobs unless we meet every single qualification. Waymark is dedicated to building a supportive, equal opportunity, and accessible workplace that fosters a sense of belonging – so if you’re excited about this role but your past experience doesn’t align perfectly with every preferred qualification in the job description, we encourage you to still consider submitting an application. You may be just the right candidate for this role or another one of our openings!