Patient Experience Navigator Position Available In Jackson, Missouri

Patient Experience Navigator Heritage Specialty Pharmacy 255 NW Victoria Drive, Lee’s Summit, MO 64086 The Patient Experience Navigator is responsible for supporting the Director of Patient Experience in all patient experience coordination across Heritage Specialty Pharmacy entities. The Patient Experience Navigator advocates and supports the needs of our patients. They will work closely with each patient to promote a positive healthcare experience by identifying the individual needs of each patient and providing the resources and support to promote positive health outcomes. They will develop strong relationships with each and every patient by actively participating in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all. In this role, the employee will have access to sensitive company data, Protected Health Information (PHI) and Electronic Protected Health Information (EPHI). Job Responsibilities and Essential Functions Working with the Patient Experience team to determine the individual needs of all patients and frequency of patient experience contact. Scheduling initial and follow up Patient Experience calls, as appropriate per therapy type and patient. Including, working with the pharmacy team for combined Patient Experience calls. Evaluating each patient and their therapy to determine eligibility for manufacturer copay assistance programs. Educating patients on the benefits of manufacturer copay assistance programs and with permission helping to enroll/ re-enroll patients in these programs. Evaluating additional resources when needed for copay and premium assistance utilizing disease and therapy foundations. Updating resource databases for manufacturer assistance programs, foundations, and scholarships available. Coordinating and arranging physical, social, emotional, and support service needs for patients. Coordinating communication between patient/families and the healthcare team to expedite the best outcomes for the patient. Actively strive to meet the requirements of the Therapeutic Management Program (TMP), by completing Rare Voice Surveys and QOL (as appropriate) for all patients enrolled in our program. Communicating effectively and collaborating with the Patient Services, Nursing, and Pharmacy Teams to ensure the needs of each patient and pertinent concerns have been identified and the patient gets excellent support on all fronts. Collaborating closely with the Patient Services, Nursing, and Pharmacy Team to track and help manage the outstanding documents (admissions paperwork, annual AOB’s, and delivery tickets.). This includes reviewing outstanding documents regularly and discussing with the patient to ensure best method to receive completed documents. Prepare electronic documents for signature as appropriate. Keeping patients safe by following safety policies, procedures, and regulations. Protecting organization reputation by keeping information confidential. Updating job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks. Enhancing organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Additional Job Duties Support the Director of Patient Experience and/or management team on various other projects and goals, as needed. Required Qualifications Associate’s degree, OR three to five years of experience in a healthcare structure. Experience with team coordination, administration of tasks and meeting organization deadlines. Excellent judgment and interpersonal skills, including written and verbal communication skills to effectively communicate with all levels of executives, employees, and other contacts and most importantly patients. Ability to learn and locate any form of patient assistance i.e., co-pay programs, support groups, patient advocates, foundation’s, etc. Proficiency in the use of software programs such as Microsoft Word, Excel, and Outlook. Ability to stay organized and be effective in working independently to manage multiple priorities, while meeting all commitments on a timely basis. Including the ability to receive leadership direction to complete tasks and effectively collaborate with cross-functional teams, external parties, employees, physicians, and patients. Excellent and effective communication skills, both verbally and in writing Soft Skills required for this position: Dependability, customer service, problem-solving, empathy, collaboration, teamwork, documentation skills, attention to detail, organization, creating and maintaining a safe and effective environment.

Language Skills:

Ability to read and analyze technical journals, system application manuals, basic financial reports, and basic legal documents.

Mathematical skills:

Ability to solve simple math problems and analyze numbers as they relate to necessary job functions.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Physical Requirements and Screenings Physical Demands:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. This role requires a physical presence at our Lee’s Summit, Missouri, location. The employee is expected to be on-site during regular business hours. Must be able to lift and carry 20 pounds. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand, walk, use hands or fingers to handle, or feel and reach with hands and arms. Specific vision abilities required by this job include close vision and ability to adjust focus. Travel and Work Location This position is an in-office role. As such, the employee will work onsite during regular business hours to allow for the highest level of collaboration with their team and other departments. Travel as determined by leadership and required to execute job responsibilities listed above. Travel between Summit Holdings XI offices as required to execute job responsibilities listed above. Continuing Education and License Considerations Patient Experience Navigator will obtain the Certificate of Patient Experience Leadership and Certificate of Patient Advocacy from the Beryl Institute during the first year of employment. All members of the patient experience team who are interacting with patients are responsible maintaining 2 hours of hemophilia related CE each year. Other Duties The job description and list of duties indicated above is not comprehensive. Duties, responsibilities, and activities may change at any time. Heritage Specialty Pharmacy is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and welcome applicants from all backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other protected status under applicable federal, state, and local laws. Monday-Thursday 8am-5pm CST Friday 8am-3:30pm CST