• Handle inbound pharmacy calls and place outbound patient refill calls • Guide patients through the complete medication refill process • Coordinate prescription refills including data entry and pharmacy claim adjudication • Perform prescription status checks and resolve adjudication issues • Serve as a liaison between patients, pharmacists, clinicians, payors, and internal teams • Clarify prescription orders with pharmacists and/or clinicians as needed • Identify medications requiring special handling (e.g., refrigerated or hazardous) • Accurately manage and update patient and prescription data across systems • Identify trends, resolve recurring issues, and recommend process improvements • Maintain strict confidentiality of sensitive patient and healthcare data • Participate in training, professional development, and quality initiatives • Maintain schedule flexibility to meet health system partner needs (8-hour shifts, Monday through Friday between 7am and 7pm EST, weekends as needed)

Independently manage tasks and projects to meet deadlines. Provide excellent written and verbal communication to internal teams as the clinical subject matter expert. Support the clinical strategy team to enhance drug pathways and clinical programs. Collaborate with internal subject matter experts across the organization for clinical program development and expansions. Provide clinical insights for presentations and responses in the pre-sales process and new client implementation. Join sales and implementation calls when clinical insight is needed. Create, update, and provide clinical input for marketing materials for members, brokers, and marketing campaigns. Evaluate trends in the market and work with data teams to analyze claims and model savings for clinical programs for potential and active clients.

• Provides integrated off-site support to patients, pharmacists, and providers. • Works closely with patients to deliver medication adherence support. • Provide “legendary” care to hospital patients by offering custom medication management services. • Serve as an off-site member of the clinic team providing prior authorization, and financial assistance. • Educate prospective pharmacy patients on the hospital pharmacy’s services. • Handle all medication needs of patients. • Grow the specialty pharmacies patient population by adhering to Shields’ programs. • Resolve insurance related issues and complete benefit investigations. • Review patient’s need for financial assistance and secure it when needed. • Document patient information within the hospital EMR and other tools required. • Ensure that patients remain on track with medication regimens. • Secure prescription renewals and assist patients with the awareness of their medications. • Identify medications requiring special storage and handling. • Answer, resolve and triage inbound inquiries. • Achieve operational objectives by inputting data and preparing action plans for follow-up. • Actively participate in process improvement initiatives. • Protect organization's value by keeping information confidential. • Update knowledge through educational opportunities and professional publications. • Other duties as assigned.

• Make outbound calls to eligible patients and enroll them with Shields Partner Pharmacy • Educate patients on the services offered by the Shields Specialty Pharmacy Program