Patient Support Specialist Van Nuys, CA

Bio Matrix is a nationwide, independently‑owned infusion pharmacy with decades of experience supporting patients on specialty medication. Our compassionate care team helps patients navigate the often‑challenging healthcare environment. We treat our patients like family and get them started on therapy quickly. We work closely with them as well as their family and their healthcare providers throughout the patient journey, staying focused on optimal clinical outcomes.

At Bio Matrix the heart of our Inclusion, Diversity, Equity, & Access (IDEA) philosophy is the commitment to cultivate a welcoming space where everyone’s contributions are acknowledged and celebrated. Our goal is to draw in, develop, engage, and retain talented, high‑performing individuals from diverse backgrounds and viewpoints.

It is anticipated that an incumbent in this role will work onsite in Van Nuys, CA. Work location is subject to change based on business needs. Monday-Friday 8 am-5 pm PST.

The Patient Support Specialist is responsible for maintaining ongoing patient care through support of patient outreach and prescription refill management services throughout the patient’s specialty or infusion therapy. Refill management support may include but is not limited to overseeing the intake or gathering of patient documentation, obtaining new prescriptions as needed for patients to continue therapy, communicating with doctors’ offices and patients, submitting insurance re‑authorizations and assisting the pharmacy operations team on a daily basis.

This position requires professional communication skills and compliance with all applicable laws and regulations, including state board of pharmacy and HIPAA.

• Current Pharmacy Technician registration and/or certification in good standing, as required by state Board of Pharmacy
• Commitment to obtaining necessary BoP registration/certification within first 60 days of employment
• High school diploma or GED required
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction
• Experience with data entry, navigation of technology to support work environment, and general familiarity with medical terminology
• Basic level skill in Microsoft Office (including Word, Excel, PowerPoint, etc)

• Pharmacy Technician certification preferred (unless required by State Board of Pharmacy)
• Minimum of one (1) year of experience in Specialty pharmacy preferred
• Direct patient care and/or experience communicating with patient care settings such as healthcare practices, inpatient, outpatient, skilled nursing, and/or home care settings preferred

• Contact patients to set up prescription refills while gathering necessary data points to support refill process
• Submit for insurance re‑authorizations as needed
• Obtain necessary documentation from doctors’ offices and/or patients, to include lab work, prescription refills, etc., while following all legal requirements
• Ensure clinical compliance of patients by asking pre‑determined questions and escalating to a pharmacist when necessary
• Refer all clinical questions, situations, and responses to a pharmacist
• Communicate professionally with both patients and doctor offices while following all legal requirements, to include state pharmacy regulations and HIPAA
• Responsible for maintaining relationships with doctor’s offices to include:
  • Appropriate communication with offices as required and permitted by law
  • Communication with field‑based sales representative while adhering to HIPAA requirements
  • Customizing services where possible in accordance with office preferences
• Stay up to date with appropriate level of clinical knowledge of applicable disease states
• Support other technicians, acting as mentor and trainer when appropriate
• Assist pharmacy operations teams as needed
• Maintain knowledge of and comply with the regulatory guidelines and standards of practice of the State Board of Pharmacy, FDA, DEA, Department of Health & Human Services, Medicare, ACHC, URAC and OSHA as applicable to pharmacy…