JOB DESCRIPTION 

Job Summary

Provides customer service support for inbound/outbound Medication Therapy Management (MTM) pharmacy calls from members, providers, and pharmacies. Contributes to overarching pharmacy strategy for optimization of medication related health care outcomes, and quality cost-effective member care. 

Shift: 10-6:30 PM MST

Essential Job Duties 

• Handles and records inbound/outbound pharmacy calls with members, providers, pharmacists, pharmacies and technicians - ensuring departmental and Centers for Medicare and Medicaid Services (CMS) standards are met. 
• Educates Molina members on the urgency, positive impacts, and importance of completing an annual comprehensive medication review with pharmacists, and maintaining good medication adherence. 
• Enforces Health Insurance Portability and Accountability Act (HIPAA) compliance standards and regulations. 
• Provides clerical services and support to pharmacists and technician staff, and support for day-to-day pharmacy operations as delegated. 
• Adheres to pharmacy policies and procedures related to appropriate call resolution/transfer to internal departments as required. 
• Utilizes appropriate resources to ensure member contact information is current and up-to-date. 
• Effectively communicates general Medicare and Medicaid plan benefits to existing pharmacy members. 
• Interacts with appropriate primary care providers to ensure member registry is current and accurate. 
• Supports pharmacists with completion of comprehensive medication reviews through pre-work up to case preparation. 
• Proactively identifies ways to improve member relations. 
• Supports goal to achieve and maintain industry-leading Medicare STAR ratings. 

Required Qualifications 

• At least 1 year of related experience, including call center or customer service experience, or equivalent experience combination of relevant education and experience. 
• Excellent customer service skills. 
• Ability to work independently when assigned special projects, such as pill box requests, care management referrals, over the counter (OTC) requests, etc. 
• Ability to multi-task applications while speaking with members. 
• Ability to develop and maintain positive and effective work relationships with coworkers, clients, members, providers, regulatory agencies, and vendors. 
• Ability to meet established deadlines. 
• Ability to function independently and manage multiple projects. 
• Excellent verbal and written communication skills, including excellent phone etiquette. 
• Microsoft Office suite, and applicable software program(s) proficiency. 

Preferred Qualifications 

• Health care industry experience. 
• Pharmacy related experience. 

To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board. 

Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V