Pharmacy Concierge at Imperial Management Administrators Services Inc – Pasadena, California

JOB DESCRIPTION

JOB TITLE: Pharmacy Concierge FLSA STATUS: Non-Exempt

DEPARTMENT: Pharmacy Services

REPORTS TO: Manager, Pharmacy Services

JOB SUMMARY: Acts as a navigator and coordinator to proactively engage and assist members, caregivers and providers with pharmacy services and prescription related products they need. Assists in managing specific reports to impact medication adherence, medication reconciliation and other STARs and HEDIS measures. Contributes to team effort by accomplishing related results as needed. The Pharmacy Concierge delivers on the company’s purpose of helping people on their path to better health through a focus on excellent, purpose-driven customer service to create memorable service experiences.

ESSENTIAL JOB FUNCTIONS:

1. Builds relationships with members, caregivers, and providers by answering (non-clinical) questions and welcoming them to Imperial Health Plan (“IHP”). Ensuring that any clinical advice is provided only by clinical staff at IHP.

2. Provides individualized customer service based on members unique needs.

3. Assists pharmacy team in managing medication adherence, medication reconciliation and other STARs and HEDIS measures. This will include member outreach to notify them about prescription pick-up in order to improve members adherence and health outcomes.

4. Engages members to identify opportunities to improve service and/or customer experience and helps members navigate various programs, online portals, and digital tools.

5. Drives awareness and informs members, caregivers and providers of availability of pharmacy benefits and other services offered by IHP.

6. Ensures compliance with all federal and state laws, rules and regulations and IHP policy and procedures at all times.

7. Communicates with customers/patients while protecting their confidential health and medication information according to HIPAA and relevant state laws.

8. Supports management by providing feedback about member interactions on a regular cadence; support corrective measures aimed at increasing service utilization metrics and product sales

9. Adheres to payroll policies and properly uses timekeeping system with minimal manual changes.

10. Maintains regular and consistent attendance.

11. Adheres to Compliance Plan and HIPAA regulations.

MARGINAL JOB FUNCTIONS:

1. Takes on special projects as needed.

2. Performs other duties as assigned.

BEHAVIORAL EXPECTATIONS:

1. Continuous Learning:

a. Attends staff meetings as required.

b. Attends appropriate training, seminars and workshops as required

2. Customer Focus:

a. Maintains client/customer confidentiality and privacy in accordance with HIPPA regulations

and IMAS’s Standards of Conduct.

b. Fosters appropriate communication and relations with Supervisor, co-workers and other staff.

3. Quality/Process Improvement/Safety

a. Reports issues of security, health and/or safety to appropriate supervisor as soon as practicable.

b. Supports and demonstrates safety throughout all duties performed.

c. Follows established policies and procedures and understands and complies with all regulators

standards set forth by governing entities.

POSITION REQUIREMENTS:

EDUCATION/EXPERIENCE:

 High school graduate or equivalent.

 2-5 years of health care, customer service, patient relations and/or hospitality concierge experience

 Spanish speaking preferred

SKILLS/KNOWLEDGE/ABILITY:

 Excellent phone, speaking and customer service skills

 Excellent computer skills, proficient on Microsoft Office

 Willingness and ability to read, write, speak, understand English and have the communications

skills necessary to provide accurate information to members and staff.

 Willingness and ability to follow written and verbal direction in English.

 Willingness and ability to maintain appropriate level of confidentiality and privacy.

 Willingness and ability to interact professionally with all customers, members, and co-workers,

individually and as part of a team.

 Willingness and ability to effectively handle multiple items/tasks as required and adapt favorably to

changing priorities.

 Willingness and ability to make appropriate judgments, decisions and problem solving in a timely

manner and within the context of the situation at hand.

 Ability to effectively prioritize items/tasks as required.

 Willingness and ability to take initiative and be a self-starter.

 Willingness and ability to understand and comply with Federal, State, and local regulations.

LICENSURE/CERTIFICATE/TRAINING:

 n/a