Medication Adherence Program (MAP) Technician (Outpatient)

POSITION SUMMARY:

Under the direct supervision of the Outpatient Mail Order Pharmacy Supervisor and Medication Adherence Packaging Pharmacist, the Medication Adherence Packaging (MAP) Technician, according to department policies and procedures, and guidelines, will work closely with providers, clinical pharmacists and the outpatient pharmacy department to provide a coordinated adherence packaged product for patients with complex medication regimens requiring additional support establishing and maintaining compliance to their medication therapies. The program includes an on-site pharmacy staffed with a care team that includes Pharmacists and Pharmacy Technicians performing support and fulfillment tasks for their respective patient population. The position provides essential growth and revenue for the outpatient pharmacy department.

The MAP Technician shall  provide an unsurpassed patient experience by communicating to patients/providers program specifics/details and arranging for prescription processing/filling within the outpatient pharmacy with the ultimate goal is for patients to obtain an organized product they will understand allowing them to reduce or eliminate any adherence challenges.  The MAP Technician manages the safe and timely dispensing of patient prescriptions for those patients enrolled in the Adherence Program.

The MAP Technician is a unique role that engages providers and nursing staff to ensure patients are contacted and prescriptions are packaged and filled appropriately and as prescribed.  The MAP Technician assists patients in maintaining persistence and compliance with their medications, thereby optimizing the effectiveness of their medication regimen. The MAP Technician will be assigned to work areas or the patient account base to provide consistent support to target clients and patients. The MAP Technician shall work diligently to remove barriers to ensure prescription regimens are provided to patients under their care.

Position: Medication Adherence Program  (MAP) Technician (Outpatient)        

Department: Retail Pharmacy - Medication Adherence Packaging

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES/DUTIES:

• Being present and available within assigned area to capture/support MAP patient prescription requests/needs and to provide exceptional care to patients on assigned patient account base.
• Maintains ongoing relationships with providers, nursing staff, ambulatory clinic and inpatient pharmacy teams, and other hospital support staff to ensure the highest level of care is being provided while identifying areas for program expansion and improvement.
• Effectively navigates through the patient electronic medical record to ensure all medications are appropriately prescribed and filled according to patient needs.
• Facilitates/coordinates the process whereby prescriptions are sent into BMC outpatient pharmacy for MAP patients, processed appropriately, reconciled, adjudicated to third party insurance, error resolution completed, TCG packaged and prepared for the ultimate dispensing to the patient.
• Follows established MAP workflow following up with patients requesting enrollment and patients currently enrolled to initiate or continue delivery of medication regimens.
• Function as an interface between providers, patients, pharmacy and insurers on matters related to insurance verification, pre-certification/authorization.
• Acts as an ambassador for MAP Services by being professional, maintaining a positive and enthusiastic disposition, exhibiting excellent AIDET skills, accommodating, and knowledgeable in all patient/provider interactions.
• Ensures assigned prescription processing tasks are accurate and reviewed by supervising personnel as required before dispensing to patients.
• Motivated to meet set targets as established by the MAP Pharmacist/ Outpatient Mail Order Pharmacy Supervisor.
• Provides feedback and/or solutions on how to improve the MAP patient/client experience/process and offer viable solutions for consideration.
• Ability to make sound decisions and conduct necessary follow up for problematic situations that may arise during the established process. Immediately reports to the MAP Pharmacist/ Outpatient Mail Order Pharmacy Supervisor any issues or areas of concern relating to patient care or the MAP process.
• Remains informed by reading all department communications.
• Performs all department required quality assurance responsibilities.

Meets hospital-wide standards in the following areas:

• Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care may be provided.
• Utilizes hospital’s behavioral standards as the basis for decision making and to support the hospital’s mission and goals.
• Follows established hospital infection control and safety procedures
• Participate in departmental and organizational committees as assigned. Orient and train other departmental staff to assist as necessary. Create and maintain a healthy work environment. A healthy work environment is one where people feel supported and held accountable, where standards are applied and expectations are clear.

A healthy work environment is one where leadership supports and leads, models behavioral standards and sets the example for how to do all things right. Critical responsibilities related to this include:

• Being engaged in the department, including managing up, owning team decisions and supporting departmental and/or organizational initiatives.
• Holds self and others to the highest ethical standards, and act with honor above all.
• Performs other related tasks as assigned.
• Must adhere to all of BMC’s RESPECT behavioral standards.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job.  The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• Required: High school diploma or equivalent degree and strong mathematical skills.
• Preferred : Some college, and associates or Bachelor’s degree

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• Required - Registration as a Pharmacy Technician with the Massachusetts Board of Pharmacy.
• Required - National pharmacy technician certification from either Pharmacy Tech Certification Board (PTCB) or Exam of Certified Pharmacy Techs (ExCPT)

EXPERIENCE:

• Minimum of four years of related outpatient/retail pharmacy experience (order processing, prescription adjudication, third party problem resolution, and customer service) or equivalent is desired. QS1 pharmacy operating system and EPIC experience preferred.

KNOWLEDGE AND SKILLS:

• Ability to speak the English language, read, interpret and follow complicated verbal and written instruction with precision, accuracy and dependability
• Ability to work independently to accomplish assigned daily tasks to expectation, consistently, and on-time.
• Ability to work independently to complete daily responsibilities.
• Experience with Epic, MMIS, Trizetto and QS1/ NRX or similar outpatient pharmacy operating systems desired.
• Highly proficient in Microsoft Office particularly Excel, Word, Access and Outlook. Ability to quickly learn other relevant applications that support management of patient care and assigned responsibilities and ability to extract necessary information.
• Knowledge of complex disease state medication therapies preferred.
• Experience with submission of prior authorization requests to third party payers.
• Familiarity with 340B drug program and ACO hospital models.
• Effective and strong interpersonal skills to interact appropriately with nursing staff, patients, families/visitors, physicians, and other hospital staff.
• Ability to multi-task, prioritize essential tasks and meet deadlines.
• Ability to readily adapt to changes in schedule specifications, and work priorities as the business and customer needs demand.
• Bilingual or multi-lingual skills (beyond that of English) appropriate to the patient population served is preferred.
• Physical ability to lift heavy loads as required for filling medication supply orders.
• Must maintain the required level of competency to perform the essential duties and responsibilities.
• Ability to speak the English language, read, interpret and follow complicated verbal and written instruction with precision, accuracy and dependability
• Ability to work independently to accomplish assigned daily tasks to expectation, consistently, and on-time.
• Ability to work independently to complete daily responsibilities.
• Experience with Epic, MMIS, Trizetto and QS1/ NRX or similar outpatient pharmacy operating systems desired.
• Highly proficient in Microsoft Office particularly Excel, Word, Access and Outlook. Ability to quickly learn other relevant applications that support management of patient care and assigned responsibilities and ability to extract necessary information.
• Knowledge of complex disease state medication therapies preferred.
• Experience with submission of prior authorization requests to third party payers.
• Familiarity with 340B drug program and ACO hospital models.
• Effective and strong interpersonal skills to interact appropriately with nursing staff, patients, families/visitors, physicians, and other hospital staff.
• Ability to multi-task, prioritize essential tasks and meet deadlines.
• Ability to readily adapt to changes in schedule specifications, and work priorities as the business and customer needs demand.
• Bilingual or multi-lingual skills (beyond that of English) appropriate to the patient population served is preferred.
• Physical ability to lift heavy loads as required for filling medication supply orders.
• Must maintain the required level of competency to perform the essential duties and responsibilities.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being. 

NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location.

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