Specialty Medication Services Clinical Support Coordinator
Thank you for considering a career at Bon Secours Mercy Health!


Scheduled Weekly Hours:
40

Work Shift:
8pm to 5am (Philippines)

Primary Function/General Purpose of Position
This position supports the clinical pharmacy team by performing outreach to patients to triage and prep patient care, help close care gaps and ensure evidence-based, quality patient care. The position primarily involves telephonic outreach to patients with reminders, scheduling appointments for the pharmacists, and relaying information from the pharmacy team to the patients.
Essential Job Functions
Perform outbound telephonic outreach to patients. Independently triage outreach based on multiple moving projects and requests from multiple clinical pharmacists for support.
Answer inbound patient line. Answer questions and triage patient concerns to pharmacy team as appropriate, using independent problem-solving skills.
Convey messages clearly to patients while effectively interpreting and answering patient questions and concerns. Escalate patients to staff appropriately based on algorithms and key words, and triage both outgoing and incoming calls with high quality patient care.
Provide excellent customer service, under all conditions.
Effectively utilize data to triage patient outreach, based on protocol and workflow. Sort, filter and analyze patient data on Microsoft Excel spreadsheets with minimal supervision to perform this responsibility.
Document triage data on spreadsheets. Provide reports on Excel data to supervisor upon request and at regular intervals.
Complete chart review and documentation in Epic following protocols to include or exclude patients for outreach/appointment scheduling, by reviewing for key elements in Electronic Medical Record. Must document appropriately, route charts effectively, and schedule patients in the Electronic Medical Record.
Operate and run daily working reports in Epic ,Epic, provide clerical support for clinical pharmacists, and provide general office support as assigned
Interact with patients and healthcare professionals and effectively communicate, answer questions, and triage patient and patient-care issues to pharmacist as appropriate
This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.
Licensing/Certification
Medical Assistant, LPN, Pharmacy Technician or other community health worker certification (required)
Certification in Excel or other data tools (preferred)
Education
Bachelor's Degree in Pharmacy, Nursing, or other allied health courses (required)
Work Experience
2+ years of health care experience. Experience with health-care systems, data analysis, and medication name and indications essential in a BPO (voice), GBS, or shared services environment. (required)
Training
Training in patient outreach workflows, call triage protocols, Epic electronic medical record navigation, chart review standards, appointment scheduling processes, and documentation requirements (preferred)
Training in data management and reporting through Microsoft Excel (preferred)
Language
Spanish or other languages (preferred)
Patient Population - Mark selections with an "X":
The following must be included in all position descriptions that involve direct or indirect patient care. This is a Joint Commission requirement. Also, select the age of the patient population served:
X Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit.
X Demonstrates knowledge of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to his or her age, specific needs and to provide the care needed as described in departmental policies and procedures.
Neonates (0-4 weeks)
Infant (1-12 months)
Pediatrics (1-12 years)
X Adolescents (13-17 years)
X Adults (18-64 years)
X Geriatrics (65 years and older)
Not applicable to this position
Working Conditions - Mark selections with an "X":
This section addresses the physical environment in which the employee will perform the work. Please identify ALL working conditions that apply to the role.
X Periods of high stress and fluctuating workloads may occur.
Long-distance or air travel as needed- not to exceed 10% travel.
X General office environment.
May be exposed to high noise levels and bright lights.
May be exposed to physical altercations and verbal abuse.
May be exposed to limited hazardous substances or body fluids.*
May be required to use physical restraints.
May be exposed to human blood and other potentially infectious materials.*
May be exposed to adverse weather conditions; cold, hot, dust, wind, etc.
X May have periods of constant interruptions.
Required to car travel to off-site locations, occasionally in adverse weather conditions.
Prolonged periods of working alone.
____ Other:
____ Not applicable to this position
* Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control.
Physical Requirements - Mark selections with an "X":
This section addresses the physical demands and work position of the associate in the role. Please identify the frequencies for ALL physical requirements for each physical demand and work position below.
Physical Demands
Frequency 0% 1-33% 34-66% 67-100%
Lifting/ Carrying (0-50 lbs.) X
Lifting/ Carrying (50-100 lbs.) X
Push/ Pull (0-50 lbs.) X
Push/ Pull (50-100 lbs.) X
Stoop, Kneel X
Crawling X
Climbing X
Balance X
Bending X
Work Position
Frequency 0% 1-33% 34-66% 67-100%
Sitting X
Walking X
Standing X
Additional Physical Requirements/Hazards - Mark selections with an "X":
This section addresses the additional physical requirements/hazards on the associate in the role. Please identify ALL additional physical requirements/hazards.
Physical Requirements - Select if a physical requirement for this job.
X Manual dexterity (eye/hand coordination)
Perform shift work
Maneuver weight of patients
X Hear alarms/telephone/audio recordings
Reach above shoulder
X Repetitive arm/hand movements
X Finger Dexterity
Color Vision
Acuity – far
X Acuity – near
____ Not applicable to this position
Hazards - Select if a potential hazard for this job.
Depth perception
Use of Latex products
Exposure to toxic/caustic/chemicals/detergents
Exposure to moving mechanical parts
Exposure to dust/fumes
Exposure to potential electrical shock
Exposure to x ray/electromagnetic energy
Exposure to high pitched noises
Gaseous risk exposure
Other:
_X_ Not applicable to this position
Skills
Skills are demonstrable attributes required for competent and proficient performance of work activities within a job (with or without reasonable accommodation). These are “need to have”, not “nice to have”, attributes that a candidate must possess. If you think a skill is something that you will train to, it's NOT a "need to have". Skills should be written with concise, impactful phrasing. Please include both the “hard”/functional/clinical skills and the “soft”/personal/interpersonal skills.
Aim for around 10 soft skills and 10 hard skills. The skills are critical data because Workday is building out future functionality around skills. The skills you enter here will enable the machine-matching of associate and candidate skills to job openings based on the skills you assign here to the job profile. Prioritize the specialized, unique skills that make this job different from others.
EXAMPLES: - do not limit yourself to this list - include any and all pertinent skills your feel are important.
Hard/Tech/Clinical Skills:
Understanding of common medical terms as well as names and uses of common medications is required
Strong customer service skills and experience in telephonic patient care
Eligible to access Electronic Medical Record
Patient outreach and telephonic triage
Epic electronic medical record documentation and navigation
Chart review and patient eligibility determination
Appointment scheduling and care coordination support
Use of triage algorithms and escalation protocols
Microsoft Excel data sorting, filtering, and analysis
Data documentation and report generation
Call handling and patient intake workflows
Medication name recognition and indication awareness
Healthcare data accuracy and quality control
Soft/Interpersonal Skills:
Ability to solve problems and act independently
Strong interpersonal skills and ability to work collaboratively with patients, non-clinical staff, clinical staff and project team
Highly organized and detail oriented with strong tact and diplomacy skills
Effective oral and written communication skills, communicate information correctly
Time management
Organization
Accountability
As a Bon Secours Mercy Health associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.
What we offer
Comprehensive HMO medical coverage, retirement plan and group life and accident insurance
One-time Work From Home allowance, connectivity allowance, wellness allowance and role-specific allowances
Paid vacation and sick leave
Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions
Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need)
Mission-driven culture events, community outreach and service opportunities
Learning and development programs, mentorship and clear career growth pathways
Modern, collaborative office spaces and regular engagement and culture-building activities
Benefits may vary based on employment terms and role.


Department:
Clinical Operations - Credentialing Verification - BSMH Global Business Systems

It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment.
All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality, or any other status protected under Philippine law.
We are committed to providing an inclusive workplace free from unlawful discrimination and harassment.
If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at mnl.recruitment@bsmhealth.org. We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.