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Physical Therapy at St. Luke's · 1 day ago

Patient Engagement Partner – Medication Management Full Time 9a-530p

Allentown, PA

Full-time

Onsite

Entry Level

1+ years exp

St. Luke's is dedicated to providing exceptional care and improving access to healthcare services. The Patient Engagement Partner – Medication Management plays a crucial role in delivering a positive patient experience by serving as the first point of contact, handling inquiries, and coordinating care with clinical teams.

Health CareHospitalRehabilitation

Responsibilities

Responds to Incoming Calls: Efficiently answers high-volume calls in a fast-paced Access Center environment, initiating medication refill requests for the Rx Refill Specialist in accordance with established protocols and timeframes

Assesses and Directs Requests: Utilizes expert questioning techniques to determine the appropriate handling of medication refill requests. Appropriately refers calls to clinics or escalates to the Rx Refill Supervisor when immediate attention is required. Coordinates services as necessary to ensure timely resolution

Delivers Exceptional Patient Experience: Strives to create a positive experience during every patient interaction. Uses sound judgment to prioritize and accommodate patient needs, resolving issues whenever possible

Fosters Positive Relationships: Demonstrates a commitment to building and sustaining strong, collaborative relationships with clinical partners to support seamless patient care

Collaborates for Problem Resolution: Actively contributes to team-based problem solving. Escalates unresolved refill issues to the Rx Refill Supervisor or Patient Engagement Manager for further action

Meets Performance Standards: Consistently achieves productivity and quality benchmarks set by the Access Center. Partners with designated clinical teams to maintain and optimize refill workflows

Based on the evolving needs of the access, reassignment of the PODs may be required at any time

Other related duties as assigned

Qualification

Customer service excellenceData entryHealthcare experienceMedical terminologyElectronic medical records (EMR)CollaborationProblem solvingCommunication