Knipper Health Interview Event: Patient Support Representatives, Pharmacy Technicians Data Entry - Knipper HEALTH

Overview

YOUR PASSION, ACTIONS & FOCUS is our Strength

Become one of our Contributors

Join the KnipperHEALTH Team!

Knipper Health is hosting a Pharmacy Interview Event on

Wednesday September 18th, 2024

Time 10-4pm

We are hiring for the following positions :

Patient Support Representatives

Pharmacy Technicians- Data Entry 

Please apply to the event and bring resume to the interview event.

Pharmacists

Retail Pharmacist- are you ready for a change? If so, our Closed-Door Specialty Pharmacy might be a great fit for you!

Knipper is looking for 2 Full time Pharmacist for our Louisville location.

Stop by and say hi during our Interview Event on Wednesday September 18th from 10-4

Locations: 2700 Blankenbaker Pkwy, Louisville KY 40299

Responsibilities

POSITION SUMMARY:

The Patient Support Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.

RESPONSIBILITIES:

• Support inbound and outbound phone lines for the pharmacy
• Answer calls, emails and/or other requests from patients and/or healthcare providers while meeting or exceeding service level goals
• Able to balance priorities, working with team members, between inbound calls, responding to inbound email requests and making outbound calls to messages left on voicemail
• Accurately and completely capture information and update systems appropriately
• Be flexible, organized and able to comply with constantly changing program business rules
• Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution
• Provide first call resolution where possible.  Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient’s satisfaction.
• Provide availability, tracking and shipping information for patient’s medication as needed
• Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates and caregivers in a prompt, courteous and professional manner ensuring compliance with state and federal regulations.
• Report adverse events/product complaint inquires received in accordance with standard operating procedures and current good manufacturer practices.
• Execute day-to-day operations specific to the assigned program(s).
• Maintain patient confidentiality at all times.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• High school diploma or equivalent
• Two (2) years of work experience in a customer service or customer focused role
• Must have proven ability to provide consistently high-quality of service

PREFERRED EDUCATION AND EXPERIENCE:

• Associate Degree or technical school training in a related field
• One (1) year of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
• Experience with HIPAA and patient services
• Bi-lingual, English and Spanish

KNOWLEDGE, SKILLS & ABILITIES:

• Demonstrated empathy and compassion
• Excellent verbal and written communication skills
• Excellent organization skills and detail oriented
• Balance multiple priorities to meet expected response deadlines
• Adaptable, flexible and readily adjust to changing situations
• Ability to work independently and as a member of a team
• Ability to comprehend and apply basic math principles
• Ability to apply logical thinking when evaluating practical problems
• Ability to present information and respond to questions from stakeholders
• Ability to interact with a diverse group
• Ability to listen and demonstrate a high degree of empathy
• Demonstrated computer skills includes Microsoft Word, Excel, and Outlook
• Display tact and diplomacy in response to unfavorable or negative situations
• Demonstrated sensitivity and understanding when speaking with patients
• Demonstrated passion for speaking with people in an outgoing way

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Constant use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms
• Sit for prolonged periods of time
• Occasionally stoop, kneel, and crouch
• Occasionally lift, carry, and move up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

POSITION SUMMARY:

The Quality Assurance Specialist (QAS) assesses calls for quality, efficiency, and productivity. The QAS will monitor calls to determine representative’s demeanor, technical accuracy, performance and conformity to company policy and client program guidelines. Our ideal candidate is a team-oriented individual who is driven to assure that professionalism, productivity, and quality are maintained and continually improved. The QAS will have the responsibility to monitor patient support center call operations, to ensure every patient or prescriber receives a consistently positive experience.

• Maintain a thorough knowledge of client program expectations, KPIs, and policies
• Ensure compliance with all regulation including HIPAA and credit card security
• Review calls for multiple programs to ensure they meet program guidelines and expected execution
• Maintain accurate and sufficient documentation of calls via QA scorecards, including positive observations, as well as areas of needed improvement
• Provide ongoing QA Call Evaluation reporting and notification to Pharmacy Leadership
• Review patient enrollment, prescriptions, and case data for accuracy
• Provide coaching to contributors as required
• Collaborate with the Pharmacy Training Department and Pharmacy Operations to help grow contributors’ performance
• Provide daily, weekly, and monthly reporting
• Assist in new client and program implementation as requested by Pharmacy Leadership
• Perform user acceptance testing for various projects as requested by Pharmacy Leadership. Perform other duties as assigned.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• High School Diploma
• Ability to read, write, speak and understand the English language.
• Prior experience in training, lead roles, or supervisory experience within a contact center or customer facing environment

PREFERRED EDUCATION AND EXPERIENCE

• Nationally certified through the PTCB or another approved certifying agency
• Experience with drug reimbursement issues and claim adjudication process
• Experience with insurance benefits investigations; knowledge of U.S. Private and Government payers
• Experience with HIPAA, PDMA, cGMP adverse events

POSITION SUMMARY:

The Pharmacy Technician – Data Entry is responsible for the overall coordination and processing of patient medication orders, to include order intake within regulatory boundaries, customer service coordination, and pharmacy technician duties as defined by policy and regulation and while under the supervision of a pharmacist.

KEY RESPONSIBILITIES:

• Verify information on prescriptions received prior to processing (correct prescriber, name of patient, patient information, medication, dose, quantity, number of refills).
• Perform order entry of new and refill prescription orders.
• Attend to customer’s needs and requests regarding their prescription while securing HIPAA information.
• Answer questions and requests, responding to and referring inquiries to the Pharmacist when necessary.
• Prepare and maintain patient profile, medication administration records, and other documents as needed with notation for pharmacist’s review.
• Triage and file prescriptions according to their eligibility for refill.
• Follow HIPAA and PSEUDOEPHEDRINE law guidelines and any other local or federal laws.
• Maintain all records including prescription logs and related files.
• Prepare and submit claims for account to ensure timely reimbursement and resubmit rejections as needed.
• Evaluate all completed prescriptions/authorizations to ensure that the appropriate information has been obtained to allow for reimbursement as well as compliance with applicable standards and regulations.
• Perform problem solving on prescription orders, including Refill Too Soon.

The above duties are meant to be representative of the position and not all-inclusive.

REQUIRED EDUCATION AND EXPERIENCE:

• High School diploma or equivalent
• One (1) year of previous pharmacy technician experience with exposure to all functional areas (Prescription data entry, medical records, etc.)
• One (1) year of experience providing customer service to internal and external customers, including meeting quality standards for services
• Registered and licensed pharmacy technician by the Kentucky/Indiana Board of Pharmacy in good standing
• Advanced knowledge of medical terminology (including sig codes and Roman numerals), brand and generic names of medications, and general pharmacy terminology
• Ability to read, write, speak, and understand the English language

PREFERRED EDUCATION AND EXPERIENCE:

• Completion of a pharmacy technician training program approved by the Indiana Board of Pharmacy
• Nationally certified through the PTCB or another approved certifying agency
• Knowledge of insurance procedures
• Ability to read, write, speak, and understand the Spanish language