Medication Support Coordinator - Hybrid

Mass General Brigham Integrated Care is a system-led operating entity formed by Mass General Brigham to develop new high quality, low cost, and innovative community-based ambulatory care.

This work stems from Mass General Brigham's unified system strategy to bring health care closer to patients' homes, while lowering total health care costs.

MGB Integrated Care will provide a wide range of offerings, including outpatient surgery, imaging, primary care, behavioral and mental health, and specialty care, both digitally as well as at physical locations across the state and region.

Scroll down to find the complete details of the job offer, including experience required and associated duties and tasks.

We aspire to be people's first choice for health and care

rooted in well-being and kindness -

by bringing world-class care closer to home (or at home!) and

being the bridge to world-renowned hospitals and research when needed.

We are looking for team members who possess not only the relevant skills and growth potential, but positive attitudes, flexibility, and creative mindsets to join our expanding team.

Opportunities exist for team members to contribute both in their primary domain as well as in other areas of the organization.

Our core values are shared fundamental beliefs that guide our decision-making and behavior and bind us together as a team.

At MGB Integrated Care, we are :

• Bravely Human : We approach our work with empathy, vulnerability, and kindness.
• Clearly Honest : We seek to provide clarity amongst our teams and patients.
• Proudly Collaborative : We are all part of a team - each bringing our unique talents to bear.
• Intentionally Consistent : We intentionally live our purpose, providing a cohesive experience for both patients and providers.
• Exceptionally Creative : We continue to learn, grow, and iterate on the ways we work.

Why This Role Is Important

The Medication Support Coordinator (MSC) reports to the Director of Pharmacy in close collaboration with the clinical ambulatory pharmacy team and serves as the primary liaison for clinical stakeholders regarding pharmacy-based prior authorization programs, refill renewals, prescription assistance programs, and assists the clinical pharmacists in their daily tasks at their discretion.

The MSC is responsible for integrating work, coordinating initiatives, and communicating as necessary across several Mass General Brigham Integrated Care medication-related prior authorization and support programs, as well as facilitating communication and documentation for clinical stakeholders.

The MSC is also responsible for overseeing workload and balancing quality improvement project management.

This position will work collaboratively with the Newton-Wellesley Endocrinology team.

What You'll Work On

The Medication Support Coordinator will be primarily accountable for :

• Supporting MGB Integrated Care clinic practices by assisting with patient medication management.
• Assisting the clinical pharmacists in their day-to-day workflow in assessing medication adherence, calling pharmacies to confirm fills and utilize coupons to ensure we are strengthening patient access, engaging in patient follow-up calls to confirm implementation of regimens as directed by the clinical pharmacist, and other tasks as delegated from the clinical pharmacists.
• Receiving, reviewing, and facilitating requests for medication renewal. Reviewing the requests according to guidelines and protocols.

Pending the requests in the electronic medical record (Epic) and routing to prescriber for review and signature.

• Acting as a resource for patients on procedures of obtaining prescriptions, generic medications, prior approval requirements, insurance procedures, and other medication related issues.
• Completing medication prior authorization paperwork for signoff by the clinical care team. Monitoring progress of prior authorization status throughout review process and updating appropriate parties as necessary.
• Answering the phone, providing information, and directing calls to the appropriate areas.
• Building and managing relationships with clinic managers and medical providers to best serve patients.
• Managing available options for the uninsured to receive medications as well as other aspects related to their healthcare to ensure high quality access.
• Assisting in resolving pharmaceutical company, clinic, and patient issues.
• Training and supervising staff members as needed.
• Managing database and tracking all information for reporting and analytics; maintain reports, spreadsheets, log sheets and forms as necessary.
• Educating / in-services MDs, RNs, and NPs on reimbursement changes.
• Other activities as assigned by the clinical pharmacy team.

Hours - Monday - Friday 8 : 00 am to 4 : 30 pm

About You

• High school diploma required & college degree preferred.
• Must be at least 18 years of age.
• Successful completion of an accredited or Board-certified Pharmacy Technician or Medical Assistant training program, or equivalent institutional / retail pharmacy or medical office experience is highly desirable.
• One-year experience in a medical setting is required. Prior pharmacy experience desirable.
• Comfortable with telephone-based workflow.
• Requires knowledge of laws and regulations related to clinical practice and patient confidentiality.
• Requires knowledge of medication abbreviation and symbols, medication indication and dosage, and common medication questions.
• Requires knowledge of medical terminology, abbreviations, and computer technology.
• Experience with electronic medical record system(s) and Outlook is preferred. Experience with Epic is desirable.
• Strong written and verbal communication skills in English required. Bilingual (Spanish) written and verbal communication skills a plus.
• Ability to communicate clearly and effectively with patients, families, providers and staff while protecting patient confidentiality and demonstrating courtesy, respect and empathy.
• Demonstrated skills in service excellence including active listening, problem solving and ability to remain calm in emotional situations.
• Demonstrated ability to apply good judgment in resolving problems independently while following department guidelines.
• Attention to detail, strong organizational skills with the ability to prioritize multiple tasks and work independently, especially when there are time constraints.

Especially well-suited for this position might include individuals with background / major in Public Health, Health Education, Communications, Psychology, Clinical / Health Research.

Master's in Public Health potentially beneficial but not required. Similarly, individuals with pharmacy background and training may also be well suited for this role given relevant issues related to drug therapy.

Prior experience with clinical research or customer service beneficial. Individuals interested in advanced schooling in the healthcare field (i.

e., pharmacy, medical, physician's assistant, RN, NP, etc.) and public health also potentially well suited for this role.

How We'll Support You

• Productive and positive team-based environment.
• Collaborative approach to delivering high-quality relationship-centered care.
• Opportunities for ongoing professional development and growth.
• Opportunities to provide feedback and contribute to innovation across iCare.

Mass General Brigham is an Equal Opportunity 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.

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Remote working / work at home options are available for this role.