Shields Health Solutions

• Provide integrated support to pharmacy staff and Shields Health Solutions Liaisons • Ensure accurate and timely filling and delivery of specialty medications • Place outbound calls to patients and assist them through the refill process • Answer, resolve and triage inbound inquiries • Clarify prescription orders with pharmacist and/or clinician • Proactively coordinate medication refills including data entry • Manage, organize, and update relevant data using database applications • Participate in process improvement initiatives

• Proactively coordinate medication refills including data entry and pharmacy claim adjudication • Make outbound patient refill phone calls and complete the patient refill request • Answer, resolve and triage inbound inquiries • Clarify prescription orders with pharmacist and/or clinician as appropriate • Identify medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medications • Manage, organize, and update relevant data using database applications

• Proactively grow the specialty pharmacy patient population by making outbound phone calls to eligible patients and enrolling them with Shields Partner Pharmacy • Educate patients on the services offered by the Shields Specialty Pharmacy Program • Protect Shields values by keeping information confidential • Communicate with patient over the phone and provide them the compelling reason why the Shields Partner Pharmacy program is superior to any other comprehensive pharmacy care model. • Access patient's EMR and review chart notes prior to outbound call to ensure familiarity with patient's condition and situation. • Identify medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medication. • Identify supplies necessary for select medications such as sharps containers, needles/syringes, alcohol swabs and band-aids. • Ability to be flexible on shift times: (typical shift times: M-F: 8:30AM to 4:30PM or 12:00PM to 8:00PM // flexibility with occasional Sat: 11:00AM-4:00PM). • Opportunity to become nationally certified PTCB or ExCPT within 6 months of hire via Shields classes (included as part of employee training). • Perform other duties as assigned.

• Provide integrated support to patients and physicians by providing a "hands-on" approach to improve the quality of patient care. • Reviewing and interpreting clinician's patient care note/assessments for supportive clinical data needed for prior authorization approvals and development of care plan recommendations. • Develop and refine disease and drug specific clinical protocol to maximize patient adherence and promote evidence-based cost-effective care. • Monitor on-going patient adherence (PDC reports, patient assessment data, and mobile platform data) across all sites and disease categories with focus on oncology and other specialty specific disease states. • Evaluation of EMR to review: drug and disease interaction, medication selection, labs/vitals, allergies, RX orders/renewals and direct MD communication, and other relevant information important to maximize medication adherence and optimize patient outcomes. • Recommending alternative therapeutic drug regimens and disease specific treatments according to guidelines as appropriate. • Monitor and evaluate therapies for side effects or other medication related issues, recommend drug therapy changes to prescribers as appropriate. • Medication therapy management (MTM): including reviewing and monitoring of medication regimens, advising clinicians on evidence based therapy as indicated, documenting interventions; assessing patient adherence rates. • Clinical interventions including but are not limited to comprehensive pharmacist consultation, motivational interviewing/coaching, drug regimen optimization, medication reconciliation, medication lists or reminders, medication synchronization, coordinate home nurse visits, transitions between liaison/PSC, use of mobile app or other technologies. • Productivity monitoring and reporting weekly stats for growth development. • Overseeing tech's daily activities and verification for accuracy on: delivery coordination slips, prior authorizations submitted, ongoing PA log activity and proactive management care utilization within each specialty as per protocol. • Identifying and resolving insurance related issues, recognizing situations where financial assistance can be applied. • Supervising communication of support personnel compliant with HIPPA rules and regulations. • Maintaining current registration and all remote pharmacist activity to comply with local, state and federal drug laws as regulated by each state board of pharmacy and the DEA. • Direct communication with other health professionals as necessary regarding patient care. • Develops own knowledge by participating in education programs; training pharmacy staff, students, interns, externs, and health care professionals. • Manage, organize, and update relevant data using database applications. • Apply observations and recommendations to operational issues, increased productivity, quality, and customer-service standards. • Assist with research projects and peer reviewing articles as needed. • Identify trends, resolves problems; recommend improvements; implements change. • Actively participates in process improvement initiatives. • Protects organization's value by keeping information confidential. • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. • Willing to do whatever is necessary for the betterment of the Company.

• Work with insurance companies to obtain medication approvals. • Use pharmacy systems to enter data, run test claims, and manage follow-up actions. • Document patient needs, authorization status, and assistance efforts across systems and EMRs. • Communicate with prescribers to ensure accurate and appropriate prescriptions. • Maintain detailed records of all patient interactions. • Assist patients with insurance claims and medication adherence over the phone. • Partner with pharmacists and liaisons to support coordinated patient care. • Research information to support decisions and operational improvements. • Manage and update data in relevant databases. • Identify issues, recommend solutions, and participate in process improvement initiatives. • Maintain confidentiality and ongoing professional development. • Perform additional duties as needed; minimal travel may be required.

• Communicate directly with insurance companies to facilitate medication approvals and prior authorizations. • Navigate pharmacy operating systems to enter data, adjudicate test claims, and develop follow-up action plans. • Document patient concerns, prior authorization status, and financial assistance needs across multiple databases, EMRs, and email platforms. • Collaborate with physicians' offices to ensure patients receive optimal care and access to prescribed therapies. • Maintain complete and accurate records of all patient communications and case activity. • Assist patients with pharmacy insurance claims and medication access challenges. • Partner closely with pharmacists and pharmacy liaisons to deliver an integrated, high-quality patient care experience. • Provide compassionate phone support to patients, helping them manage refills, medication adherence, and pharmacy-related questions. • Research and investigate information to support informed decision-making and patient outcomes. • Manage, organize, and update data using various database applications. • Identify operational opportunities, recommend improvements, and support enhanced productivity, quality, and customer service standards. • Analyze trends, resolve issues, implement solutions, and contribute to continuous process improvement initiatives. • Serve as a value-added business partner to stakeholders throughout the organization. • Protect confidential patient and organizational information in accordance with company policies. • Stay current with industry trends and best practices through continuing education, professional publications, networking, and professional organizations. • Perform other duties as assigned.

• Grow the number of new patients filling at a Shields Health System partner pharmacy. • Work towards building the fundamental elements to move this role into a synthetic P&L (i.e. ability to accurately track costs, track revenue, and track margin associated with this programs activities). • Motivate, lead, and inspire direct reports and key stakeholders. • Identify new methods to bring patients on to Shields Service (to include, but not limited to expanding current waterfall strategy, direct campaigns, new payor access, new drug access, MSOT opportunities, PA/FA renewal opportunities, QA, new clinic launches). • Partner with supervisors to monitor and review performance KPIs across assigned portfolio, supporting achievement of enrollment, engagement, refill QA, and productivity targets. • Provide coaching and guidance to supervisors to support team performance and professional development. • Continue to build out a full program that quickly launches into new Health System opportunities. • Ability to solve problems and navigate challenging business problems. • Partner with business analytics team to build out necessary analytics dashboards and reporting. • Partner with TRX team to build out necessary functionality to successfully manage the business operations. • Ensure every team member follows compliance standards and that these standards are carefully and actively monitored. • Employ creative strategies to constantly improve and iterate on patient engagement approach, including A/B testing to continuously improve patient messaging, value proposition highlighting, and overall call structure. • Collaborate with in-clinic resources, regional managers, and directors to optimize process, systems, messaging, and alignment strategies. • Ability to craft compelling messages that share the Shields value story and engage patients through outbound calling programs. • Lead by example and demonstrate our core values. Foster and maintain a respectful, hardworking, winning culture. • Protect Shields values by keeping information confidential.

• Coordinate and process medication refills, including data entry and claim adjudication • Place outbound refill calls and assist patients through the refill request • Respond to and resolve inbound patient and provider inquiries • Clarify prescription orders with pharmacists or clinical staff • Maintain and update patient and prescription data in software systems • Spot trends, recommend improvements, and support process-improvement initiatives • Partner with cross-functional teams to deliver a seamless patient experience • Maintain confidentiality and uphold high-quality service standards

Role Description As a Patient Engagement Specialist, you will help patients manage their medications. You will answer calls, make refill calls, and guide patients through the refill process. You’ll work closely with pharmacists, providers, and care teams to make sure patients get the support they need. What You’ll Do: - Answer inbound and/or outbound patient and pharmacy calls - Call patients to schedule and complete medication refills - Help process prescriptions and resolve claim issues - Check prescription status and update patient records - Work with pharmacists and providers to clarify orders - Provide friendly, helpful support to patients and partners - Use systems to track work and keep information up to date - Other duties and/or responsibilities may apply Qualifications - Pharmacy Technician experience (1–3 years preferred) - High school diploma or GED - Pharmacy Technician state registration (required where applicable) - National certification (CPhT/PTCB) required - Knowledge of prescription processing or claims adjudication (preferred) - Strong communication and phone skills - Comfortable speaking with patients and care teams daily - Organized, detail-oriented, and dependable - Able to learn new systems quickly Requirements - Remote role (must have reliable high-speed internet and a quiet workspace) - Two monitors required (provided by company) - Monday–Friday schedule, may start as early as 7:45 AM EST - Occasional overtime may be needed Benefits - Medical - Dental - Vision - 401(k) with company match - Paid Holidays - Paid Time Off - Paid Parental Leave - And more

Role Description As a Patient Engagement Specialist, you’ll be the voice of support for patients navigating their medication needs. You’ll handle inbound pharmacy calls, make outbound refill reminders, and guide patients through the refill process with professionalism and empathy. You’ll also collaborate closely with pharmacists, clinicians, and internal teams to ensure patients receive timely, accurate support. Location: Remote, Monday - Friday, 8:30AM - 5:00PM PST. Compensation: An employee in this position can expect an hourly rate of 22.00 with potential quarterly bonus incentives. The actual compensation will depend on experience, geographic location, and other factors permitted by law. Qualifications - 3+ years of pharmacy technician experience required (refills, claims adjudication, clinical collaboration, or specialty pharmacy). - Must have active Washington OR Oregon Pharmacy Technician license. - National certification (CPhT or equivalent) required. Requirements - Coordinate and process medication refills, including data entry and claim adjudication. - Place outbound refill calls and assist patients through the refill request. - Respond to and resolve inbound patient and provider inquiries. - Clarify prescription orders with pharmacists or clinical staff. - Maintain and update patient and prescription data in software systems. - Spot trends, recommend improvements, and support process improvement initiatives. - Partner with cross-functional teams to deliver a seamless patient experience. - Maintain confidentiality and uphold high-quality service standards. Benefits - Medical, dental, and vision insurance starting day one. - 401(k) with match. - 4 weeks PTO. - 10 paid holidays. - Paid parental leave. - Short-term disability. - Professional development. - Access to employee resource groups and wellness programs.