Specialty Medication Services - Clinical Support Specialist

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

Benefits offered by this job

HMO medical coverage

Retirement plan

Group life insurance

WFH allowance

Connectivity allowance

Wellness allowance

Paid vacation & sick leave

Hybrid/ onsite options

Job summary

Bon Secours Mercy Health Global Business Services – Manila is seeking a Pharmacy outreach specialist to support the Specialty Medication Service (SMS) by telephonic outreach, scheduling, and coordinating with pharmacists. You will handle outbound/inbound calls, document data in spreadsheets, and use Epic for chart review and scheduling, ensuring high-quality patient care and compliant workflows.

A bachelor’s in Pharmacy or allied field with 2+ years healthcare experience is required; the role

Qualifications

• Bachelor’s degree in Pharmacy, Nursing, or allied health required.
• Licensing/Certification: Medical Assistant, LPN, Pharmacy Technician or other community health worker certification required.
• 2+ years healthcare experience, ideally in a BPO/GBS or shared services environment.

Responsibilities

• Perform outbound telephonic outreach to patients following established workflows and protocols.
• Answer inbound patient calls and route inquiries to the appropriate pharmacy team members.
• Convey messages clearly, escalate issues per protocols, and manage both outbound and inbound calls.
• Provide excellent customer service and document outreach data in spreadsheets.
• Complete chart review and scheduling in Epic; schedule patients in the EMR.
• Support pharmacists and provide clerical assistance to the team.

Skills

Outbound patient outreach

Excellent communication

Data entry / reporting

Customer service focus

Education

Bachelor's Degree in Pharmacy, Nursing, or allied health

Tools

Epic EMR

Excel

Job description

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

Scheduled Weekly Hours

40

Work Shift

9pm to 6am (Philippines)

Bon Secours Mercy Health Global Business Services – Manila

Who we are

At Bon Secours Mercy Health Global Business Services – Manila, we believe your best is yet to come. Based in the Philippines, we partner closely with U.S.-based teams and leaders to deliver strategic insights, operational excellence and specializedexpertisethat advance our Mission. Join us in celebrating the human side of healthcare and be part of a global team dedicated to delivering meaningful impact.

Primary Function/General Purpose of Position

This positionsupports theSpecialty Medication Service (SMS)clinical pharmacy team by performing structured patient outreachsupport patientneeds using establishedprotocols andcoordinating scheduling and communication to support efficient and high-quality patient caredelivery. Theposition 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.Prioritize outreach activities based on multiple projects and requests from clinical pharmacists, following established workflows, guidelines, and escalationprotocols.

• Answer inbound patient calls, respond to routine inquiries, and route patient concerns to theappropriate pharmacyteam membersin accordance withestablished procedures, guidelines, and escalationprotocols.

• Convey messages clearly to patients while effectively interpreting and answering patient questions and concerns.Escalate patient concerns toappropriate clinicalstaff based on defined algorithms, workflows, and escalation criteria, and manage both outbound and inbound calls while ensuring high-quality patient care.

• Provide excellent customer service, under all conditions.

• Effectivelyutilizedata todeterminepatient outreach, based on protocol and workflow.

• Documentspatient outreachdata in spreadsheets and prepare reports for supervisor review upon request and at defined reporting intervals

• Complete chart review and documentation in Epic following protocols to include or exclude patients for outreach/appointment scheduling, byreviewingkey elementsin Electronic Medical Record. Must document appropriately, route charts effectively, and schedule patients in the Electronic Medical Record.

• Operate and run daily working reports inEpic,provide clerical support for clinical pharmacists, and provide general office support as assigned

• Interact with patients and healthcare professionals and effectively communicate, answer questions, andescalatepatient and patient-care issues topharmacistas appropriate

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditionsassociatedwiththejob.Employeesmayberequiredtoperformotherjob-relateddutiesas required by their supervisor, including cross-training to support functions of complementary roles, subject to reasonable accommodation.

Licensing/Certification

• Medical Assistant, LPN, PharmacyTechnicianor other community health worker certification (required)

Education

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

Work Experience

• 2+ years of healthcare experience, including familiarity with healthcare systems, basic data analysis, and medication names and indications, preferably in a BPO (voice), GBS, or shared services environme

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, connectivity allowance, wellness allowance and role-specific allowances

• Paid vacation and sick leave

• Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions

• Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need)

• Mission-driven culture events, community outreach and service opportunities

• Learning and development programs, mentorship and clear career growth pathways

• Modern, collaborative office spaces and regular engagement and culture-building activities

Benefits may vary based on employment terms and role.

Department

Pharm & Lab - Ambulatory Pharmacy - BSMH Global Business Systems

It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment.

All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality or any other status protected under Philippine law.

We are committed to providing an inclusive workplace free from unlawful discrimination and harassment.

If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at ••••@bsmhealth.org. We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.