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Day - 08 Hour (United States of America)

A Brief Overview

Under supervision, the RLF Pharmacy Clerk (PC) performs a variety of clerical duties involved in receiving, processing, and shipping prescriptions as well as performing register related duties (examines and prepares receipts as required). Maintains daily log of all transactions for reconciliation purposes. Archives all checks received and subsequently posts on shared drive for access by other department personnel for review and back balancing purposes. Adjudicating prescription claims and basic pharmacy workflow duties are included as well.

This position includes work that requires a practical knowledge of computerized data entry and information processing systems, setting priorities and deadlines, participating and providing input in problem solving on operational issues, performing administrative follow up actions, and evaluating patient information to determine best customer service.

Locations

Stanford Health Care

What you will do

• Acts as the first line of contact of all clinical advice center pharmacy related calls and assist with coordination of care.

• Screens all incoming calls determine whether those calls can be appropriately handled by the agent or if they need to be directed to other team members.

• Resolves issues and answer questions that are non-clinical and escalate to clinical staff when caller seeks clinical advice.

• Archives all checks deposited daily through photocopy or scanned image.

• Counts all deposits, including check and credit cards daily.

• Maintains organized record of all deposits for use by management.

• Types/Inputs pharmacy prescriptions.

• Customer service interface.

• Calls and works with insurance companies to coordinate approval process with prescriptions.

• Facilitate organizing, packaging, and shipping prescriptions setup for delivery.

• Receive and stock daily drug order.

• Inventory management.

• Daily Pharmacy Report management.

• Process refill request and refill too soon.

• Serves as the initial point of contact for patients by answering multi-line phones, screens and routes calls.

• Conducts an in-depth assessment of caller's questions and concerns and answers or routes appropriately.

• Serves as an integral part of the Clinical Advice Service - It is a complex role requiring independent decision making and multidisciplinary collaboration.

• Exceptional interpersonal and customer service communication skills while working collaboratively with medical center programs, services, and team members in providing accessibility to care and in meeting a patient's care needs, both clinical and administrative.

• Must utilize an extensive knowledge base to provide timely and appropriate telephone caller referral and/or problem resolution through consultation with team members.

• Engage in a clinical and administrative network designed to provide fast responsive help for patients seeking care.

• Advanced knowledge of the technical health care process as it relates to access to care.

• Advanced knowledge of the workflow of a clinic - This includes utilizing reference sources, decision making, and empowering the team to collaborate to solve problems.

• Determines the nature of the call and assist with communicating needs regarding medications and pharmacy related questions and/or refers the call to the appropriate clinical or administrative personnel.

• Utilizes computer technology to ensure continuity of care through accurate patient information, communication, and documentation.

• Documents all calls in the telephone triage computerized documentation software - Must be proficient in keyboarding skills, speed, accuracy and grammar due to the significant amount of information.

• Participate in quality assurance activities of the program on an ongoing basis and recommends changes to improve the program when indicated.

• Promptly and accurately communicates clearly and concisely patient's concerns and symptoms, reactions, and changes to clinical staff regarding acuity of calls and ability to respond to urgent patient needs.

• Assists individuals in an empathic, responsive, and efficient manner by applying the principles and techniques of CICARE according to standards set by Call Center management to achieve optimal customer satisfaction.

• Documents in real time accurately all call encounters using information systems at the time of the call, according to Call Center specific procedures and to meet ethical, legal/regulatory, and accreditation standards.

• Utilize all functionality of the telephone system and electronic medical records systems in performing assigned job tasks.

Education Qualifications

• High School Diploma or GED equivalent.

Experience Qualifications

• Two (2) years of progressively responsible and directly related work experience in a high volume pharmacy. Preferred

Required Knowledge, Skills and Abilities

• Ability to handle the register rapidly and accurately.

• Ability to maintain confidentiality with sensitive information.

• Ability to make simple and accurate arithmetic calculations and keep simple account records/reports.

• Ability to use technology for typing, processing, and shipping prescriptions.

• Ability to demonstrate superb customer service skills.

• Ability to work effectively with individuals at all levels of the organization.

• Ability to process packaging and shipping.

• Ability to receive pharmacy drug orders.

• Ability to exceed organizational and department service standards.

• Superior interpersonal communication and advanced telephonic assessment skills.

• Ability to work with cross functional teams to work collaboratively with the clinical advice call center staff and multidisciplinary team members.

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care

• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health

• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $30.61 - $34.45 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.

At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow.

As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.

Learn about our awards (https://stanfordhealthcare.org/about-us/awards.html) and significant events (https://stanfordhealthcare.org/about-us/our-history.html) .