Quality Specialist - Pharmacy Technician

Join VillageMD as a Remote  – Quality Specialist

Join the frontlines of today’s healthcare transformation

*This position offers Monday to Friday 8-hour shifts. No weekends or holidays. The hours will fall between 8 am and 5:30 pm in the needed market’s time zone.*

Why VillageMD?

At VillageMD, we're looking for a Quality Specialist – to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we've partnered with many of today's best primary care physicians. We're equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.

We're creating care that's more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we're looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.

Could this be you?

See for yourself how a Quality Specialist –helps reshape successful healthcare with VillageMD:

In this role, you will be responsible for performing outbound patient calls regarding our clinical programs, medication adherence, and closing gaps in care for value-based contracted patients with clinical quality needs.  The role will partner closely with our quality, population health, and pharmacy teams to effectively deliver wrap-around care for our patients. The ideal candidate will have the ability to work in a fast-paced environment while using excellent communication skills to serve our patients. They must be proactive with a strong personal initiative, as well as highly organized and detail oriented.

How You Can Make A Difference

You can expect the following professional challenges:

• Call patients to ensure they refill their chronic disease medications on time for diabetes, blood pressure, and cholesterol
• Contribute to increasing overall quality ratings for clinic by ensuring patients refill and take their medication on time and as directed
• Serve as liaison between patient, clinic, and pharmacy to minimize time missed between refills.
• Interpret patient medical history (medication list, office visit notes, etc.) and understand and properly communicate provider’s plan to patient
• Navigate between different Electronic Medical Record (EMR) platforms to review patient medical information
• Accurately and comprehensively document patient care activities in all applicable electronic records
• Perform appropriate medication reconciliation by comparing how your patient is taking medication versus what is written in medical record and/or filled at the pharmacy
• Request medication refills per clinic policy and protocol
• Adequately assist patients with difficulties accessing medication due to cost or other barriers
• Identify patients who need referrals to clinical pharmacist, retail pharmacy med sync program, retail pharmacy medication pack program, care management, clinician, and/or Village at Home
• Timely follow up and persistent outreach to patients, providers, and pharmacies to ensure medications are picked up and taken as directed
• Connect with patients before and after their primary care visit, if necessary, to help coordinate the completion of their quality health maintenance
• Coordinate with pharmacy staff, primary care office staff and/or providers to ensure appropriate referrals, orders, and tests are in place for the patient
• Schedule appointments and testing and/or order screenings per standardized protocols
• Maintain current knowledge of quality measure requirements
• Identify opportunities for continuous process improvement
• Actively participate as a member of the health care team to promote positive health outcomes for our patients and support our healthcare partners
• Scheduling patient appointments as needed for refills/barriers
• Assisting other quality departments as needed per quarter
• Participating in team building exercises/tools

Skills For Success

• A high level of personal accountability and ability to work independently/remote
• Superior relationship and interpersonal skills with the ability to craft meaningful relationships
• A service orientation and a “can do” attitude
• Bias for action with a solution-oriented approach
• A low ego and humility; an ability to gain trust through good communication and doing what you say you will do
• An ability to focus on outcomes and team performance utilizing a high level of collaboration and a sense of team-based work product and results
• Ability to listen actively and empathically to patients who may be struggling with medication adherence
• A high level of integrity and respect for patients while assisting them with their medications
• Ability to apply behavior modification techniques and motivational interviewing skills to identify and help resolve barriers to medication nonadherence properly.
• Ability to de-escalate and properly respond to patient concerns
• Strong written and verbal communication skills
• Strong attention to detail and follow-through
• Ability to work efficiently with multiple providers, clinic locations, and insurance plans
• Ability to navigate within ambiguity and be solution-oriented

Experience to Drive Change:

• High school diploma or GED equivalent required
• Certified Medical Assistant, Certified Pharmacy Technician, or equivalent experience in a healthcare setting required
• Intermediate to advanced level keyboarding skills (at least 35 WPM, touch typing, formatting documents) required
• Work from home environment:
  • Secure workspace at home, including desk and chair, with minimum background noise required
  • Candidate supplied home internet access required
    • Minimum internet download speed of 100mbps and upload speed of 10mbps required
    • Internet to be hard-wired with an ethernet cord required.  Wi-Fi connection cannot be used.  
  • 1+ years of experience in a healthcare setting preferred
  • Prior experience using an Electronic Health Record (EHR) preferred
  • Previous call center or telephonic experience preferred
  • Experience with Medicare Advantage plans, insurance, and medication adherence preferred
  • Bilingual English/Spanish preferred

How you will thrive

• In addition to competitive salaries, a 401k program with company match, bonus, and a valuable health benefits package, VillageMD offers paid parental leave, pre-tax savings on commuter expenses, and generous paid time off. You work in a highly-collaborative, conscientious, forward-thinking environment that welcomes your experience and enables you to make a significant impact from Day 1. 
• You also have the flexibility to contribute remotely. Most importantly, you make a difference. You see a clear connection between your daily work on VillageMD products and services and the advancement of innovative solutions and improved quality of healthcare for providers and patients.  

Our unique VillageMD culture – how inclusion and diversity make the difference

At VillageMD, we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Those seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. 

For Colorado Residents only: The base compensation range for this role is $18.00 to $22.00. At VillageMD, compensation is based on several factors including but not limited to education, work experience, certifications, location, etc. This role may be eligible for annual/quarterly bonus incentives (if applicable), and the selected candidate will be eligible for a valuable company benefits plan, including health insurance, dental insurance, life insurance, and access to a 401k plan with company match.

Explore your future with VillageMD today.