Senior Pharmacy Support & Fulfillment Specialist - CHS Randolph

POSITION SUMMARY

The Senior Medication Support & Fulfillment Specialist is responsible for providing pharmacy services within the context of the mail order pharmacy offering traditional and specialty medication patient support and fulfillment following safe and best practice standards. Functions include reviewing patient profiles for duplication of therapy, processing prescription orders, resolving insurance and/or billing issues, and preparing prescription orders for final review by the pharmacist that are ultimately dispensed to the patient either via mail, courier, or pickup at the originating pharmacy.

Special attention is given to upholding specialty pharmacy standards such as those required by URAC guidelines and Health Plan performance guarantees for related prescription orders. The specialist works as an integral team member in meeting key performance guarantee metrics, which may include call response time, dispensing accuracy, timely shipping, and overall patient/client experience. The specialist reports to the pharmacist and/or the management team to ensure delivery of high‑quality, patient‑centered pharmacy services.

Senior Pharmacy Support & Fulfillment Specialist

Mail Order Pharmacy

Full Time

• Patient Medication and Client Support
  • Provide outbound therapy/medication adherence check‑ups and process refills to ensure no gaps in treatment.
  • Perform medication reconciliation, review for duplication of therapy, and medication synchronization under pharmacist supervision.
  • Ensure timely filling, renewal, and refilling of prescriptions to improve medication compliance.
  • Follow applicable Federal and State laws and regulations to ensure patient safety and protect patient privacy (e.g., HIPAA).
• Patient Engagement
  • Encourage patients to keep contact and mailing address information up to date to improve pharmacy experience.
  • Work closely with patients to deliver a full continuum of medication adherence support utilizing tools and applications that demonstrate genuine compassion and care for patients' well‑being.
  • Leverage available tools, resources, applications, and training to support patients accurately and effectively.
  • Build relationships with patients by providing friendly, courteous, and efficient service.
  • Ensure ongoing patient engagement and continued pharmacy utilization, a key measurement outcome for success.
• Medication fulfillment related competencies for central fill, traditional, and specialty prescriptions.
• Personnel Responsibilities
  • Build and maintain relationships with patients, providers, care teams, and ancillary support necessary to sustain efficient services.
  • Maintain professional and specialized competency, including National Technician certification and ongoing skill development and training.
  • Maintain knowledge of developments in the field through continuing education, reviewing pertinent literature, and attending professional meetings.
  • Participate in hospital and other management training and development workshops.
• Maintain familiarity with department policies and procedures
  • Adapt to changes in departmental needs, offering assistance to team members, floating, and adjusting assignments.
  • Maintain patient information confidentiality per established protocols.
  • Maintain a clean and orderly work environment.
  • Use hospital's behavioral standards as the basis for decision making and support department mission and goals.
  • Follow established infection control and safety procedures.
• Maintain and support pharmacy relationships to ensure seamless transition of patient care.
• Operational Responsibilities
  • Navigate patient Electronic Medical Record (EMR) to answer questions and provide documentation for prior authorizations.
  • Communicate with providers (doctors, nurses, pharmacists) in a timely and professional manner.
  • Communicate with manager and supervisor to support new and ongoing initiatives.
  • Communicate with Pharmacy Patient Liaisons to ensure high‑quality patient adherence.
  • Resolve high‑level patient care issues and determine when to involve managers or clinicians.
  • Demonstrate resourcefulness in the face of challenges and provide workable solutions to…