Medication Adherence Technician

About the Role

The Medication Adherence Technician plays a crucial role in engaging patients in discussions about medication adherence to identify and resolve potential barriers. This position collaborates with providers, clinical pharmacists, and the pharmacy department to deliver a coordinated adherence program for patients needing extra support in establishing and maintaining compliance with their medication regimens. The ultimate goal is to ensure patients receive an organized, understandable medication product, reducing or eliminating adherence challenges and providing an unsurpassed patient experience.

Key Responsibilities

• Makes outbound calls to patients and healthcare professionals regarding patient medications, adherence, and barrier removal.
• Works diligently to remove barriers to ensure prescription regimens are provided to patients, which may involve analysis, research, and problem-solving.
• Interacts with healthcare professionals of all levels regarding patient medications.
• Assists patients with medication refills, medication synchronization, or 90-day supply requests by contacting the pharmacy or provider.
• Captures and supports medication adherence patient prescription requests and needs.
• Facilitates and/or coordinates the process of sending prescriptions to the pharmacy, ensuring proper processing, adjudication to third-party insurance, error resolution, packaging, and preparation for dispensing.
• Follows established medication adherence workflows, including follow-ups with patients requesting or currently enrolled in the program to initiate or continue medication regimen delivery.
• Ensures assigned prescription processing tasks are accurate and reviewed by supervising personnel as required.
• Meets set targets and completes minimum daily goals for outreach (telephonic, email, mail) to patients and clinicians for Medication Adherence measures.
• Provides feedback and/or solutions to improve the medication adherence patient/client experience.
• Assists with training programs for clinical personnel involved in Part D HEDIS measures.
• Performs other duties as assigned.

Requirements & Tech Stack

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Database and presentation software proficiency

Qualifications

• Foundational knowledge and understanding of standard medication adherence practices, protocols, techniques, functions, and processes.
• Excellent interpersonal skills.
• Excellent telephone communications skills.
• Excellent written, verbal, listening, and interpersonal communication skills.
• Good organizing and prioritizing skills.
• Strong time-management skills.
• Keen eye for detail.
• Customer service mindset with the ability to remain patient, calm, and empathetic in challenging situations.
• Ability to actively listen and understand patient questions and provide accurate answers or solutions.
• Ability to make sound decisions and conduct follow-ups for problematic situations.
• Ability to practice discretion and care when working with sensitive/confidential data.
• Ability to interact with all levels of internal and external parties and represent ChenMed favorably.
• Capable of multi-tasking in a fast-paced, ever-changing healthcare environment.
• Ability and willingness to travel locally, regionally, divisionally, or domestically up to 10% of the time.
• Spoken and written fluency in English.

Education And Experience Criteria

• High School Diploma or equivalent required, or additional experience may be considered in lieu of education on a year-for-year basis.
• Must meet at least one of the following:
• Certification as a Pharmacy Technician or Medication Assistant with a minimum 6 months of related work experience.
• A minimum of 2 years of work experience in a medication dispensing/pharmacy setting or call center.