Specialty Medication Services Clinical Support Coordinator

Bon Secours; Taguig; Hybrid; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Comprehensive HMO medical coverage

Retirement plan and group life/acc

Job summary

Bon Secours Mercy Health in the Philippines is seeking a dedicated Pharmacy Outreach Specialist to perform telephonic patient outreach, triage and scheduling in support of clinical pharmacists. The role emphasizes data-driven outreach, chart review in Epic, and clear communication with patients and healthcare teams.

Applicants should have a healthcare background with 2+ years in a related role, emphasis on Excel data handling, and familiarity with EMR systems.

Qualifications

• Health care data analysis experience and clinical outreach is preferred.
• Proficiency with Epic EMR navigation and documentation.
• Ability to triage and schedule appointments per protocols.

Responsibilities

• Perform outbound telephonic outreach to patients and triage based on projects.
• Answer inbound patient questions and route to pharmacy team as needed.
• Escalate issues using triage algorithms with high quality patient care.
• Utilize Excel to sort, filter, and analyze patient data with supervision.
• Document triage data and generate reports for supervisor requests.
• Review charts in Epic and schedule patients within the EMR.

Skills

Telephonic outreach

Triage skills

EMR navigation

Excel data analysis

Appointment scheduling

Customer service

Data reporting

Call center experience

Medical terminology

Pharmacy knowledge

Education

Bachelor's degree in Pharmacy or allied health

Tools

Epic EMR

Microsoft Excel

Job description

Thank you for considering a career at Bon Secours Mercy Health!

Scheduled Weekly Hours:

40

Work Shift:

7pm to 4am (Philippines)

Primary Function/General Purpose of Position

This position supports the clinical pharmacy team by performing outreach to patients to triage and prep patient care, help close care gaps and ensure evidence-based, quality patient care. The position primarily involves telephonic outreach to patients with reminders, scheduling appointments for the pharmacists, and relaying information from the pharmacy team to the patients.

Essential Job Functions

• Perform outbound telephonic outreach to patients. Independently triage outreach based on multiple moving projects and requests from multiple clinical pharmacists for support.
• Answer inbound patient line. Answer questions and triage patient concerns to pharmacy team as appropriate, using independentproblem-solvingskills.
• Convey messages clearly to patients while effectively interpreting and answering patient questions and concerns. Escalate patients to staff appropriately based on algorithms and key words, and triage both outgoing and incoming calls with high quality patient care.
• Provide excellent customer service, under all conditions.
• Effectively utilize data to triage patient outreach, based on protocol and workflow. Sort, filter and analyze patient data on Microsoft Excel spreadsheets with minimal supervision to perform this responsibility.
• Document triage data on spreadsheets. Provide reports on Excel data to supervisor upon request and at regular intervals.
• Complete chart review and documentation in Epic following protocols to include or exclude patients for outreach/appointment scheduling, by reviewing for key elements in Electronic Medical Record. Must document appropriately, route charts effectively, and schedule patients in the Electronic Medical Record.
• Operate and run daily working reports inEpic ,Epic,provide clerical support for clinical pharmacists, and provide general office support as assigned
• Interact with patients and healthcare professionals and effectively communicate, answer questions, and triage patient and patient-care issues to pharmacist as appropriate

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform otherjob-relatedduties as required by their supervisor, subject to reasonable accommodation.

Licensing/Certification

• Medical Assistant, LPN, Pharmacy Technician or other community health worker certification (required)
• Certification in Excel or other data tools (preferred)

Education

• Bachelor'sDegreeinPharmacy, Nursing,or other allied health courses(required)

Work Experience

• 2+years of health careexperience. Experience with health-care systems, data analysis, and medication name and indications essentialin a BPO (voice), GBS, orshared services environment.(required)

Training

• Trainingin patient outreach workflows, call triage protocols, Epic electronic medical record navigation, chart review standards, appointment scheduling processes, and documentation requirements(preferred)
• Training in data management and reportingthroughMicrosoftExcel(preferred)

Language

• Spanish or other languages(preferred)

Patient Population-Mark selections with an "X":

XDemonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit.

XDemonstrates knowledge of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to his or her age, specific needs and to provide the care needed as described in departmental policies and procedures.

Neonates (0-4 weeks)

Infant (1-12 months)

Pediatrics (1-12 years)

XAdolescents (13-17 years)

XAdults (18-64 years)

XGeriatrics (65 years and older)

Not applicable to this position

Working Conditions-Mark selections with an "X":

XPeriods of high stress and fluctuating workloads may occur.

Long-distance or air travel as needed- not to exceed 10% travel.

XGeneral office environment.

May be exposed to high noise levels and bright lights.

May be exposed to physical altercations and verbal abuse.

May be exposed to limited hazardous substances or body fluids.*

May be required to use physical restraints.

May be exposed to human blood and other potentially infectious materials.*

May be exposed to adverse weather conditions; cold, hot, dust, wind, etc.

XMay have periods of constant interruptions.

Required to car travel to off‑site locations, occasionally in adverse weather conditions.

Prolonged periods of working alone.

____Other:

____Not applicable to this position

Physical Requirements-Mark selections with an "X":

Physical Demands

Frequency 0% 1-33% 34-66% 67-100%

Lifting/ Carrying (0-50 lbs.)X

Lifting/ Carrying (50-100 lbs.)X

Push/ Pull (0-50 lbs.)X

Push/ Pull (50-100 lbs.)X

Stoop, KneelX

CrawlingX

ClimbingX

BalanceX

BendingX

Work Position

Frequency 0% 1-33% 34-66% 67-100%

SittingX

WalkingX

StandingX

Additional Physical Requirements/Hazards-Mark selections with an "X":

XManual dexterity (eye/hand coordination)

Perform shift work

Maneuver weight of patients

XHear alarms/telephone/audio recordings

Reach above shoulder

XRepetitive arm/hand movements

XFinger Dexterity

Color Vision

Acuity – far

XAcuity – near

____Not applicable to this position

Physical Requirements -

XManual dexterity (eye/hand coordination)

Perform shift work

Maneuver weight of patients

XHear alarms/telephone/audio recordings

Reach above shoulder

XRepetitive arm/hand movements

XFinger Dexterity

Color Vision

Acuity – far

XAcuity – near

____Not applicable to this position

Hazards -

Depth perception

Use of Latex products

Exposure to toxic/caustic/chemicals/detergents

Exposure to moving mechanical parts

Exposure to dust/fumes

Exposure to potential electrical shock

Exposure to x ray/electromagnetic energy

Exposure to high pitched noises

Gaseous risk exposure

Other:

_X_Not applicable to this position

Skills

Skills are demonstrable attributes required for competent and proficient performance of work activities within a job (with or without reasonable accommodation). These are “need to have”, not “nice to have”, attributes that a candidate must possess. If you think a skill is something that you will train to, it's NOT a "need to have". Skills should be written with concise, impactful phrasing. Please include both the “hard”/functional/clinical skills and the “soft”/personal/interpersonal skills.

Aim for around10 soft skills and 10 hard skills. The skills are critical data because Workday is building out future functionality around skills. The skills you enter here will enable the machine‑matching of associate and candidate skills to job openings based on the skills you assign here to the job profile. Prioritize the specialized, unique skills that make this job different from others.

EXAMPLES:- do not limit yourself to this list -includeany and all pertinent skills your feel are important.

Hard/Tech/Clinical Skills:

• Understanding of common medical terms as well as names and uses of common medications is required
• Strong customer service skills and experience in telephonic patient care
• Eligible to access Electronic Medical Record
• Patient outreach and telephonic triage
• Epic electronic medical record documentation and navigation
• Chart review and patient eligibility determination
• Appointment scheduling and care coordination support
• Use of triage algorithms and escalation protocols
• Microsoft Excel data sorting, filtering, and analysis
• Data documentation and report generation
• Call handling and patient intake workflows
• Medication name recognition and indication awareness
• Healthcare data accuracy and quality control

Soft/Interpersonal Skills:

• Ability tosolve problemsand act independently
• Strong interpersonal skills and ability to workcollaborativelywith patients, non-clinical staff, clinical staff and project team
• Highly organized and detail oriented with strong tact and diplomacy skills
• Effective oral and written communication skills,communicateinformation correctly
• Time management
• Organization
• Accountability

As a Bon Secours Mercy Health associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Comprehensive HMO medical coverage, retirement plan and group life and accident insurance
• One-time Work From Home allowance,...