Bon Secours Mercy Health

• Support standardization and optimization of specialty pharmacy services across Bon Secours Mercy Health • Ensure proper processing and problem solving of specialty medications and other medications supported by pharmacy • Provide excellent customer service via phone and occasional direct patient contact • Receive patient prescriptions, review medication list with patients, answer phones, and triage phone calls • Help maintain the pharmacy in proper order and ensure accurate billing of third-party payer plans • Assist patients in receiving medications at the lowest cost and facilitate third party billing • Work closely with patients, providers, and the specialty pharmacy team

• Provides timely advice and consultation to support resolution of manager, associate, and labor issues • Educate managers on policy interpretation, collective bargaining agreement interpretation, associate behavior, and performance management • Maintain knowledge of legal guidelines and policies to provide accurate guidance • Investigate low/medium level risk issues by establishing investigation plan and reviewing similar cases • Collaborate with multiple stakeholders while maintaining confidentiality • Handle complex and emotionally charged issues objectively

• Support the Ambulatory clinical pharmacy team by performing outreach to patients to help close care gaps and ensure evidence-based, quality patient care • 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 and questions, triaging concerns to pharmacy team as appropriate • Convey messages clearly to patients while effectively interpreting and answering patient questions and concerns • Escalate patients appropriately based on algorithms and key words, triaging calls with high-quality patient care • Provide excellent customer service • Utilize data to triage patient outreach based on protocol and workflow • Sort, filter and analyze patient data on Microsoft Excel spreadsheets with minimal supervision • Document triage data on spreadsheets and provide reports to supervisor • Complete chart review and documentation in Epic, reviewing key elements in the Electronic Medical Record • Operate and run daily working reports in Epic, providing clerical support and general office support as assigned • Interact with patients and healthcare professionals effectively to communicate, answer questions, and triage patient-care issues

Role Description This position supports the Ambulatory clinical pharmacy team by performing outreach to patients to 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. - 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 and triage patient concerns to pharmacy team as appropriate. - 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. - 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. - Document triage data on spreadsheets and provide reports on Excel data to supervisor upon request. - Complete chart review and documentation in Epic, following protocols to include or exclude patients for outreach/appointment scheduling. - Operate and run daily working reports in Epic and provide clerical support for clinical pharmacists. - Interact with patients and healthcare professionals and effectively communicate, answer questions, and triage patient and patient-care issues to pharmacist as appropriate. Qualifications - Medical Assistant, LPN, Pharmacy Technician or other community health worker certification (preferred). - Certification in Excel or other data tools (preferred). - High School Diploma or GED (required). - Completion of ASHP/ACPE tech training program or pharmacy technician training via Armed Forces/Veterans Affairs or respective state department approved career tech high school program (preferred). - 2 years of health care experience (preferred). - Experience with health-care systems, data analysis, and medication name and indications (preferred). Requirements - Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served. - Demonstrates knowledge of the principles of growth and development of the life span. - Ability to assess data reflective of the patient's status and interpret the appropriate information needed to identify each patient's requirements. Benefits - Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible). - Medical, dental, vision, prescription coverage, HSA/FSA options, life insurances, mental health resources and discounts. - Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders. - Tuition assistance, professional development and continuing education support. - Benefits may vary based on the market and employment status.

Role Description The Associate Relations Specialist provides timely advice and consultation to support consistent resolution of manager, associate, and labor issues in non-union and unionized settings. This includes providing clear policy interpretation, contract interpretation and administration, performance management guidance, aiding in associate disciplinary actions and investigations where necessary. The Associate Relations Specialist will assist associates with any employment concerns, providing quality customer service by resolving inquiries, questions, and cases in a consistent, accurate and timely manner. Essential Job Functions: - Assist managers with diagnosing and resolving issues through proper questioning and risk assessment. - Educate managers on low/medium level risk issues by providing consultation and coaching regarding policy interpretation, collective bargaining agreement interpretation and administration, associate behavior, and performance management. - Maintain a current working knowledge of legal guidelines and Ministry policies and practices to provide accurate guidance in response to inquiries. - Communicate with and influence managers regarding enforcement and consistent application of company policies & procedures. - Investigate low/medium level risk issues by establishing investigation plans, assembling relevant facts, interviewing witnesses, and determining appropriate courses of action. - Collaborate with multiple stakeholders while maintaining confidentiality of complex and highly sensitive subject matter. - Handle complex and emotionally charged issues with composure by addressing situations objectively and remaining unbiased. - Effectively utilize computer systems to capture facts, research prior issues and resolutions, and pull data for risk assessments and trends. - Initiate the process for reviewing employee concerns pertaining to a leader (Manager). - Partner with the Leave of Absence team to gather pertinent information and ensure compliance for accommodations and leaves of absence. - This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Qualifications - 4 year/Bachelors Degree in Human Resources or equivalent accepted. - Field of Study: Human Resources; Business; Industrial Psychology. - Preferred: PHR certification. Requirements - 2 years of Human Resources experience. - Excellent customer service, communications, and interpersonal skills. - Excellent listening skills and ability to probe based on responses provided. - Excellent oral and written communication skills. - Ability to build rapport and communicate challenging information effectively. - Skilled at interviewing employees, witnesses, and supervisors to gather relevant case information. - Strong problem solving and conflict resolution skills. - Ability to maintain highly confidential information. - Regular, dependable attendance and punctuality. - Knowledge of Federal and State Employment Law. Benefits - Competitive pay, incentives, referral bonuses, and 403(b) with employer contributions (when eligible). - Medical, dental, vision, prescription coverage, HSA/FSA options, life insurances, mental health resources, and discounts. - Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders. - Tuition assistance, professional development, and continuing education support. - Benefits may vary based on the market and employment status.

Role Description The Specialty Pharmacy Liaison is responsible for supporting standardization and optimization of specialty pharmacy services across Bon Secours Mercy Health. The goal for the Specialty Pharmacy Liaison is to ensure proper processing and problem solving of specialty medications and other medications supported by pharmacy and to provide patients and provider offices a high level of service. - Provide excellent customer service via phone and occasional direct patient contact. - Receive patient prescriptions and review the medication list with a patient. - Answer phones and triage phone calls to the pharmacist as necessary. - Help maintain the pharmacy in proper order. - Facilitate third party billing and provide comprehensive financial advocacy to help lower drug costs. - Work proactively with patients, providers, and the specialty pharmacy team. Qualifications - Applicable state board-certified Pharmacy Technician License (required) - National Certified Pharmacy Technician or Pharmacy Technician License (required) - High School/GED (required) - Bachelor’s Degree, Graduate of Pharmacy Technician Course (preferred) - 1 year of experience in provider clinic, specialty and/or retail pharmacy (required) - EPIC Electronic Health Record (preferred) Requirements - Process prescription information in the computer system. - Assist in complete and accurate billing of third-party payer plans. - Ensure accurate and safe processing of prescription information. - Review patient profile for accuracy. - Assist customers with prescriptions and/or other products. - Complete specialty pharmacy orders to meet customer needs. - Demonstrate ability to respond to customer/co-worker questions or concerns in an appropriate and customer-focused manner. - Assist in the preparation and delivery of medications and supplies as assigned. - Receive prescriptions from patients; gather customer information per department policy. - Prepare prescription drug therapy for patients in an accurate and timely fashion. - Document appropriately and maintain updated patient charts. - Ensure refill dates are documented appropriately to prevent patients from missing a dose. - Assist the pharmacist in identifying patient problems and issues. - Access, maintain, and update patient accounts and charts. - Assist with obtaining prior authorizations. - Assist the specialty team and provider’s office in appealing denials, where appropriate. - Work closely with office staff to ensure refill authorizations are proactively obtained. - Coordinate and ensure appropriate medication delivery. - Complete order taking, verifying proper information. - Listen to customer concerns. - Complete the work of a pharmacy technician as required. - Answer phone calls, faxes, and computer requests in a timely manner. - Cross train and cover all department technician areas assigned. - Train other staff members and students as needed. - Assist in maintenance of the pharmacy to reflect a clean and well-stocked condition daily. - Provide initial patient set up to establish account with the specialty pharmacy. - Verify patient insurance coverage. - Assist patients in working with insurance companies. - Research to optimize patient-specific and drug-specific copay assistance. - Provide recommendations on additional funding sources. - Contact insurance carriers, benefits offices, and patients to determine new and ongoing coverage levels. - Verify insurance information and level of coverage. - Inform patient of pharmacy benefits coverage. - Assist patient with the specialty pharmacy process for non-participating pharmacy. - Plan and schedule patient deliveries with respect to efficiency, time, priority, product specific shipping needs, and cost effectiveness. - Communicate with internal departments and external specialty pharmacies to ensure customer needs are met. - Evaluate delivery requirements and ensure timely and accurate delivery. - Proactively communicate with patients when there are delivery delays. - Determine best method of delivery with respect to location and time constraints. - Coordinate the receipt of initial shipments. - Adhere to organizational rules, regulations, and policies. - Demonstrate commitment to customers and fellow employees. - Demonstrate commitment to Bon Secours Mercy Health by living the values of dignity, integrity, service, and compassion. Benefits - Competitive pay, incentives, referral bonuses, and 403(b) with employer contributions (when eligible). - Medical, dental, vision, prescription coverage, HSA/FSA options, life insurances, mental health resources, and discounts. - Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders. - Tuition assistance, professional development, and continuing education support. - Benefits may vary based on the market and employment status.

• Responsible for all client communications, conflict resolution, and compliance on client deliverables • Reviews all major deliverables to ensure quality standards and client expectations are met • Ensures that client issues are dealt with efficiently, engaging service line lead and/or operational managers promptly • Networks to identify high opportunity employers • Maintains continuous knowledge of account and product status, identifying potential issues and/or opportunities • Communicates with clients to understand their goals and objectives

Role Description The Account Manager will be responsible for building relationships and service interactions in select service areas as designated by the organization. They will provide ongoing client account management and will be expected to maintain relationships with clients to encourage new and repeat business opportunities. - Responsible for all client communications, conflict resolution, and compliance on client deliverables and participates with renewing existing clients’ contracts. - Reviews all major deliverables to ensure quality standards and client expectations are met. - Ensures that client issues are dealt with in an efficient manner, and assures that the service line lead and/or operational managers are promptly included in the active resolution of client issues. - Networks within the region to identify high opportunity employers, including networking with appropriate business and trade organizations. - Maintains continuous knowledge of account and product status, identifies potential issues and/or opportunities within or related to the products, services, and account. - Maintains detailed documentation of all client interactions. - Communicates with clients to understand their goals and objectives. - Possesses local market knowledge across the organization and within the assigned market. 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. Qualifications - Bachelors, Business (required) - Masters, Business (preferred) - Experience will be considered in lieu of education Requirements - 3 years' experience as Account Manager or similar role (required) - 1 year of experience as Account Manager in respective industry (preferred) Benefits - Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible) - Medical, dental, vision, prescription coverage, HSA/FSA options, life insurances, mental health resources and discounts - Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders - Tuition assistance, professional development and continuing education support - Benefits may vary based on the market and employment status.

• Provides advice and consultation to support positive associate relations strategy • Investigation of associate open door concerns • Consultation with cross functional partners to bring resolution to associates’ questions/concerns • Interpretation of company policies for management • Assisting management to address associate performance issues • Counseling management regarding their responsibilities • Supporting compliance efforts and coaching on changes in relevant laws/regulations • Making recommendations for policy changes or enhancements based on experience with prior situations

• Manages loss control/loss prevention activities based on the Facility risk profile and at the direction of the Market Risk Director, System Directors • Reports Risk Management issues and Claim information to the Facility/Functional Area Administrative and/or Clinical Leadership on a regular basis. • Conducts annual proactive risk assessments as part of the annual risk strategic plan; addresses and reports results, issues and associated action plans to supervising Risk Director and/or Home Office. • Timely identifies, investigates and reports to claims any events that may result in financial loss to the organization; keeps supervising Risk Director and Facility leaders apprised of events and trends. • Conducts proactive risk management surveys and studies and responsible for developing and implementing effective action plans to address risk exposures as directed by supervising Risk Director. • Implements departmental and facility policies and procedures that affect liability exposures as directed by Risk Leadership and as needed by facility. • Provides direction and oversight of risk activities within the assigned facility, and provides expert consultative services to staff at all levels.