Boston, MA, United States
Healthcare, Pharmaceutical, Customer Service, Account Management
May 30, 2023
The Remote Systems Clinical Pharmacist will provide excellent customer service to both internal and external customers by developing and maintaining relationships with Account / Clinical Management and PCO-IPU Operations teams.
Location: Remote USA, preferred East Coast
Willingness to travel 20% to meet client and Enclara business needs.
Essential Duties and Responsibilities: Include, but not limited to the following:
Account / Clinical Support
Partner with IPU clients to develop process / procedure standards based on applicable federal and state regulations and client needs.
Proactively assess implications of changing regulations and market demands for IPU services.
Engage with operations to promote system, labor, and customer experience enhancements.
Evaluate opportunities for workflow and process improvements.
Conduct periodic utilization review of hospice IPU medications and establish strategies for improving drug utilization.
Coordinate educational sessions for nurses and prescribers and other internal teams surrounding IPU Operations, formulary management, inventory control, implementation, and compliance.
Create and provide training for IPU staff as needed with new implementations, model changes or other events as needed.
Collaborate and participate with sales, implementation, and training teams to support new business development, training, and education.
Perform onsite compliance visits as needed / requested.
Support Remote Systems team.
Answer emails and phone calls in a timely manner.
Responding to staff requests for assistance with orders, escalated issues, and locating clinical guidance resources.
Responding to management requests for follow-up, information, investigation, and other communication.
Responding to customer service inquiries and providing direct client follow-up.
Additional Responsibilities, Not Limited To:
Complete investigations and timely follow ups (verbal and written) required for client escalations.
Support account managers with IPU related questions and requests.
Assist with training and educating Remote Systems team on the IPU process and protocols when needed.
Assist with new hire staff training.
Maintain awareness of staff concerns, questions, and environment in Remote Systems
Solicit feedback from staff for ongoing initiatives.
Compile and present to management without interjecting bias.
At the direction of leader, support additional supervisory tasks (i.e.QA reviews, investigative audits, reports, other projects as assigned)
Works actively with PCO-IPU Operations, Fulfillment Support, and ADS -IT Support groups to help troubleshooting and resolve hardware, communication, and system issues.
Participate in review and development of standard operating procedures and training documents.
Ensure compliance with all IPU, PCO, company policies and procedures.
Support IPU strategic and compliance initiatives as directed.
Ability to work independently and prioritize work to meet client and business needs.
Comfortable working in a fast paced, rapidly changing environment.
Excellent verbal and written communication and presentation skills required.
Strong commitment to patient care.
Ability to provide superior customer service internally and externally.
Provide superior customer service to our hospice partners and staff.
Proficient in all relevant platforms and procedures - able to answer staff questions with confidence and clarity.
Confidence in decision making ability when ambiguity exists.
Excellent written, verbal, and non-verbal communication skills
Ability to be flexible and open to change in a dynamic environment.
Must be detailed oriented.
Ability to multi-task and problem solve.
Minimum of 3 years licensed pharmacist
Proficiency with Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
Doctor of Pharmacy degree
Strong background in hospice and/or palliative care and account management experience preferred.
Pyxis and / or Omnicell knowledge
Active pharmacist license in good standing in the state of practice and may be required to hold multiple state licenses to meet specific client needs.
Schedule: M-F 8:30am - 5pm EST
This position is for Enclara Pharmacia, a Humana company. Enclara, is a wholly owned hospice and palliative care pharmacy business acquired by Humana in 2021. Enclara is the nation's largest full-service pharmacy benefits manager (PBM) specifically for the hospice and palliative care sectors. Serving nearly 140,000 patients nationally, Enclara works closely with hospices to reduce pharmacy costs, improve patient care and support caregivers through: digital innovations, flexible medication access, one-on-one clinical support, and excellent customer service.
Scheduled Weekly Hours
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
Website : http://www.humana.com