Job Description As a Therapy Representative, you will be a key member of a Specialty Pharmacy by enhancing our members experience within their specific health plan. The purpose of this Adherence role is to provide expertise and customer service to our valued AI members or providers relating to enrollment, refilling of prescription orders, discussing benefits, and any/all other questions in regards to their health plan.
The primary responsibility of the Therapy Adherence Liaison role is to act as a patient advocate in addressing patient concerns to drive adherence and compliance. This candidate in this position will coordinate with sales, CRU, reimbursement and operations to manage the patient medication needs. Adherence Liaisons will be required to triage issues to the appropriate departments and update the patients accordingly. Proactively Communicate Compliance/Adherence related concerns to patients to mitigate disruption in patient therapy. Therapy Adherence Liaisons are considered retention specialists to help ensure patient adherence and prescription compliance going forward.
Initiates communications (multiple phone calls) with patients to resolve any CVS Health related concern related to patient medication needs. Read notes in preparation of call to determine possible problems/solutions.
Determine reasons patient is not compliant with therapy and offer solutions to assist in ongoing adherence
Coordinate between departments to bring patients back into compliance
Respond to internal inquiries via phone, email and/ or facilitate conference calls with appropriate departments as needed. Reporting requirements to various leaders on activity/results.
Initial responsibility for Prior Authorization and Expiring prescription management including collating data and providing to the medical offices/centers as requested. Once refill reactivated, the refill team handles future orders (unless adherence is disrupted again).
Required Qualifications Must have open Arizona Pharmacy Technician license or active Arizona Pharmacy Technician Trainee License
- Must have 6 or more months experience in customer service
Preferred Qualifications Two years experience as a Customer Service Representative or similar role in the healthcare industry.
- Knowledge of disease therapy and the moving parts of patient medication management. - In depth knowledge of co-pay assistance programs. - Full knowledge of Specialty Pharmacy Operations systems, processes and procedures including CRU/ SGM teams and reimbursement (billing and coordination of benefits). -Demonstrated ability to independently troubleshoot and problem solve complicated issues - Mastery of effective customer service skills including patient advocate focus. - Excellent proven interpersonal skills with the ability to teach and motivate others. - Self-starter with solid work ethic, organizational and prioritization skills. - Excellent verbal and written communication skills including ability to communicate effectively with all levels of management. - Proficient with Microsoft Office (Excel, Outlook, PowerPoint and Word)
Education Verifiable High School Diploma or GED
Business Overview It's a new day in health care.
Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation's premier health innovation company. Through our health services, insurance plans and community pharmacists, we're pioneering a bold new approach to total health. As a CVS Health colleague, you'll be at the center of it all.
We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.
CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.
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