In this role, you will be responsible for performing outbound patient calls regarding our clinical programs, medication adherence, and closing gaps in care for value-based contracted patients with clinical quality needs.  The role will partner closely with our quality, population health, and pharmacy teams to effectively deliver wrap-around care for our patients. The ideal candidate will have the ability to work in a fast-paced environment while using excellent communication skills to serve our patients. They must be proactive with a strong personal initiative, as well as highly organized and detail-oriented.  

How You Can Make A Difference 

You can expect the following professional challenges:  

• Call patients to ensure they refill their chronic disease medications on time for diabetes, blood pressure, and cholesterol 

• Contribute to increasing overall quality ratings for the clinic by ensuring patients refill and take their medication on time and as directed 

• Serve as liaison between patient, clinic, and pharmacy to minimize time missed between refills. 

• Interpret patient medical history (medication list, office visit notes, etc.) and understand and properly communicate the provider’s plan to the patient 

• Navigate between different Electronic Medical Record (EMR) platforms to review patient medical information 

• Accurately and comprehensively document patient care activities in all applicable electronic records 

• Perform appropriate medication reconciliation by comparing how your patient is taking medication versus what is written in the medical record and/or filled at the pharmacy 

• Request medication refills per clinic policy and protocol 

• Adequately assist patients with difficulties accessing medication due to cost or other barriers 

• Identify patients who need referrals to clinical pharmacists, retail pharmacy med sync program, retail pharmacy medication pack program, care management, clinician, and/or Village at Home 

• Timely follow-up and persistent outreach to patients, providers, and pharmacies to ensure medications are picked up and taken as directed 

• Connect with patients before and after their primary care visit, if necessary, to help coordinate the completion of their quality health maintenance 

• Coordinate with pharmacy staff, primary care office staff and/or providers to ensure appropriate referrals, orders, and tests are in place for the patient 

• Schedule appointments and testing and/or order screenings per standardized protocols 

• Maintain current knowledge of quality measure requirements 

• Identify opportunities for continuous process improvement 

• Actively participate as a member of the healthcare team to promote positive health outcomes for our patients and support our healthcare partners 

• Scheduling patient appointments as needed for refills/barriers 

• Assisting other quality departments as required per quarter  

• Participating in team-building exercises/tools 

Skills For Success 

• A high level of personal accountability and ability to work independently/remote 

• Superior relationship and interpersonal skills with the ability to craft meaningful relationships 

• A service orientation and a “can do” attitude 

• Bias for action with a solution-oriented approach  

• A low ego and humility; an ability to gain trust through good communication and doing what you say you will do 

• An ability to focus on outcomes and team performance utilizing a high level of collaboration and a sense of team-based work product and results 

• Ability to listen actively and empathically to patients who may be struggling with medication adherence 

• A high level of integrity and respect for patients while assisting them with their medications 

• Ability to apply behavior modification techniques and motivational interviewing skills to properly identify and help resolve medication nonadherence barriers. 

• Ability to de-escalate and properly respond to patient concerns 

• Strong written and verbal communication skills 

• Strong attention to detail and follow-through 

• Ability to work efficiently with multiple providers, clinic locations, and insurance plans 

• Ability to navigate within ambiguity and be solution-oriented 

Experience to Drive Change: 

• High school diploma or GED equivalent  

• Certified Medical Assistant, Certified Pharmacy Technician, or equivalent experience in a healthcare setting   

• Intermediate to advanced level keyboarding skills (at least 35 WPM, touch typing, formatting documents)   

• Work from home environment:  

• Secure workspace at home, including desk and chair, with minimum background noise  

• Candidate supplied home internet access  

• Minimum internet download speed of 100mbps and upload speed of 10mbps  

• Internet to be hard-wired with an ethernet cord .  Wi-Fi connection cannot be used.    

• 1+ years of experience in a healthcare setting preferred   

• Prior experience using an Electronic Health Record (EHR) preferred 

• Previous call center or telephonic experience preferred  

• Experience with Medicare Advantage plans, insurance, and medication adherence preferred 

• Bilingual English/Spanish preferred  

How you will thrive 

In addition to competitive salaries, a 401k program with company match, bonuses, and a valuable health benefits package, VillageMD offers paid parental leave, pre-tax savings on commuter expenses, and generous paid time off. You work in a highly collaborative, conscientious, forward-thinking environment that welcomes your experience and enables you to make a significant impact from Day 1.  

You also have the flexibility to contribute remotely. Most importantly, you make a difference. You see a clear connection between your daily work on VillageMD products and services and the advancement of innovative solutions and improved healthcare quality for providers and patients.