Job Description
At Amber Specialty Pharmacy, our commitment to patient care is unmatched. Enjoy fulfillment in a career where you have the opportunity to make a positive impact on patients with complex and chronic conditions.
Experienced Pharmacy Technician to support patients and managed care clients. Draw upon your knowledge of the pharmacy community and being the point of entry for patient and medication information. Serve patients by aiding in patient onboarding, investigating benefits, and obtain prior authorizations. Knowledge of health care/managed care experience and ability to navigate the processes to better serve patients and clients.
Amber Specialty Pharmacy
Job Title: Client Success Manager
Department: Operations – Patient Access
FLSA: Non-exempt
General Functions
This position is responsible for providing service and support for patients and managed care clients. Responsibilities include data entry of patient and medication information, new patient intake, benefits investigation, initiating prior authorizations, and documentation of interaction with all sources. The position requires previous healthcare/managed care experience, outstanding interpersonal skills, customer service skills and experience working with patients and clients on the phone.
Reporting Relations
Reports to: Director, Patient Solutions
Direct Reports: N/A
Primary Duties and Responsibilities:
- Directly responsible for all contractual accounts and activities for Managed Care patients.
- Responsible for routing all incoming documentation for new patients, refills, and additional documentation for Specialty and Infusion pharmacy.
- Explains all Company programs and services to Referral sources and provider’s office staff regarding what to expect with Company services, contents of shipments, and patient rights.
- Acts as a liaison between Company, insurance, co-pay assistance sources, and provider’s offices via phone, fax, and e-mail communications.
- Records and processes orders and/or inquiries received by mail, telephone and/or through direct patient contact.
- Maintains documentation of calls to and from patients, caregivers, insurance, and providers.
- Must maintain the established workflow within the Patient Care Access Department and adhere to the company/department’s Policy and Procedure manual.
- Must be able to perform complete benefits investigation, including prior authorization and medical vs pharmacy determination. The individual will also need to complete all payer documentation.
- Adheres to all company policies as indicated in the handbook and directives issued by management. Has reviewed Policy and Procedure manual.
- Maintains knowledge of clients and status of relationships and informs supervisor about client/customer inquiries that require immediate attention or elevation.
- Develop strong relationships with key decision makers, provide consultation and education while promoting services to nurses, physicians and staff.
- Works closely with direct supervisor to develop strategic plans and determine best practices for customer services; strategies and plans will result in meeting and exceeding the expectations of clients and patients with regard to customer and client engagement.
- Ensure accuracy in keeping records of client/customer interactions and patient care.
- Assists with the development of scripts for specific clients and customers based on agreed upon requirements.
- Uses problem solving skills to offer support to call center employees; obtains and evaluates relevant information and provides quick resolutions to questions, concerns, and problems; provides follow-up when appropriate.
- Identifies and reports to the direct supervisor on all call exceptions, positive or negative, and proposes actions, if necessary, to be taken in response to the exception.
- Works closely with IT support to determine needs and assist with the execution of solutions to maximize efficiency and improve customer service levels.
- Supports the development of methods of communication and coordination with pharmacy operations to ensure timely and accurate fulfillment of orders for patient requests and clients.
- Point of contact for case status updates. Triages identified issues or concerns to the appropriate internal team (i.e. Intake/Patient Access/COE/Call Center) for appropriate resolution.
- Prepares and presents program metrics/performance for Periodic Business Reviews (PBRs). Provides ad hoc reports.
- Works directly with Strategic Growth Manager to onboard new clients and address growth needs for existing clients.
Required Skills:
- Strong interpersonal and communication skills, with the ability to build rapport and trust with clients.
- Excellent problem-solving and analytical skills, with the ability to identify and address client needs effectively.
- Proven track record in account management, with a focus on strategic relationship building and revenue growth.
- Ability to manage multiple accounts simultaneously while maintaining a high level of attention to detail.
- Exceptional organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
- Demonstrated ability to work independently and as part of a team, collaborating with cross-functional departments.
- Strong knowledge of the industry and the ability to understand clients' business objectives and challenges.
- Excellent written and verbal communication skills.
- Proficient in Microsoft Office Suite.
- Strong problem-solving skills and ability to think strategically.
- Proven ability to meet and exceed sales targets.
- Demonstrated ability to build and maintain strong client relationships.
- Excellent presentation skills.
Required Qualifications:
- High School diploma or equivalent
- Licensed (and certified as required by Nebraska law) as a Pharmacy technician.Specialty pharmacy experience preferred.
- One year experience.
Licensure and Certification Requirements:
- Pharmacy Technician Maintains a current unrestricted state pharmacy technician registration/licensure.
- Certification through a nationally recognized pharmacy technician program upon hire or within six months of hire.
Physical Requirements:
- The person in this position must move inside the office to access office equipment.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer as job needs dictate.
- The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
- The ability to observe details at close range (within a few feet of the observer).
- Required to stand, walk, and sit; talk or hear in person and by telephone; use hands to finger, handle and feel objects or controls; reach with hands and arms. Regularly required to stoop, kneel, bend, and crouch with some lifting up to 15 pounds.
- Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus to review records and documents supplied by patients, physicians, pharma or contracts.
Working Conditions:
- Typical indoor office environment conditions.
- An in-office position based on state licensure requirements for Pharmacy Technicians in Nebraska for supervision.
Equipment Used to Perform the Job:
Computers, keyboards, mouse, monitors, fax, and/or headsets for phone work. Software specific to the position, including but not limited to Microsoft Outlook, teams, WORD, and Excel.
Contacts:
Frequently interact with co-workers, intradepartmental staff of the Company, managers, leaders, insurance providers, payers, vendors, and customers. This is not an exhaustive list of contacts and is subject to changes and alternatives.
Confidentiality:
The incumbent must maintain the confidentiality of personal information for the applications and licensing requirements, including any financial, strategic, or proprietary information. The Company does not consider this an exhaustive list of examples and may add or modify as deemed appropriate to the execution of the role.
Apply now and join our mission to provide exceptional patient care!
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