Pharmacy Outreach Specialist

As a Pharmacy Outreach Specialist, you'll be a vital link between patients, providers, and pharmacies, helping people stay on track with the medications that keep them healthy. In this role, you'll combine empathy, problem-solving, and clear communication to break down the real-world barriers that keep patients from taking their medications as prescribed, from cost concerns to simple forgetfulness. Your work directly improves patient health outcomes and contributes to pharmacy quality measures that matter across the healthcare system, all while building valuable skills in patient engagement, pharmacy operations, and healthcare communication.

Primary Duties

Patient Outreach

• Conduct & handle high-volume outbound and inbound calls with patients, providers, and pharmacies using established scripts and protocols while meeting and sustaining performance goals (i.e. calls/hour, call quality, etc.)

• Collaborate with patients to actively problem-solve, identify and remove barriers to medication adherence (i.e. cost, forgetfulness, or lack of perceived need) and/or escalate clinical barriers to a pharmacist

• Overcome patient objectives and reluctance through influence, empathy, and  education to secure patient commitment to medication adherence.

• Proactively coordinate with medical providers or pharmacies as needed to ensure prescription refills occur as scheduled.

• Accurately document all interactions, outcomes, and identified barriers in appropriate systems.

Process Improvement, Learning & Collaboration

• Identify opportunities to enhance pharmacy workflows and processes

• Participate in training and peer-to-peer learning opportunities to build subject matter expertise in pharmacy quality metrics (e.g., STARs)

• Provide feedback, share best practices, and assist employees to support achievement of program, departmental, and organizational goals

Other duties as assigned 

Minimum Qualifications

• High School Diploma

• Minimum 1 year of experience in a call center environment providing patient outreach

• Regular and predictable attendance; Ability to work any shift between 8 AM - 7 PM EST with the potential for evening and Saturday coverage as dictated by business needs

• Excellent verbal communication, active listening, and negotiation skills