Pharmacy Support Specialist Alexandria VA Job Listing at Fresenius Medical Care in Alexandria, VA

Healthcare

PURPOSE AND SCOPE:

Supports FMCNA’s mission, vision, core values and customer service philosophy. Adheres to the FMCNA Compliance Program, including following all regulatory and FMCNA policy requirements.

Utilizes in-depth knowledge of Fresenius Rx services and enrollment processes to provide ongoing support, information, and education to FMS management, FMS facility staff, physicians, and physician extenders to promote patient enrollment in Fresenius Rx pharmacy services. Initiates communication and collaborates with staff through telephonic and on-site meetings, analyzing and resolving issues impacting patient enrollment and the utilization of Fresenius Rx services. Visits existing pharmacy accounts in assigned FMS Group, as mandated, to maintain rapport and ensure satisfaction and compliance with all related policies and procedures.

DUTIES / ACTIVITIES:

CUSTOMER SERVICE:

• Responsible for driving the FMCNA culture through values and customer service standards.


• Accountable for outstanding customer service to all external and internal customers.


• Develops and maintains effective relationships through effective and timely communication.


• Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.

PRINCIPAL RESPONSIBILITIES AND DUTIES

• Contributes to the achievement of established Fresenius Rx (FMCRx) enrollment and utilization goals by engaging facility staff and management in the assigned FMS Group. Utilizes pharmacy expertise relative to the patient enrollment process and delivery of medications to facilitate enrollment of new customer accounts and to provide excellent customer service for existing accounts. Participates in the development of educational programs regarding pharmacy services and support for internal and external customers.


• Collaborates with FMS facility staff, FMS management teams, physicians, and physician extenders to help drive and maintain patient enrollment in Fresenius Rx services.

-Manages existing patient/customer accounts and provides sales support for potential new accounts.

-Notifies AM/DO to request meeting regarding potential eligible candidates, opportunities to drive enrollment, and to determine why certain patients have not yet enrolled.

-Collaborates with Lead Dietitians and Operations team to identify targets and verify viable plan options.

-Engages facility staff (Clinical Managers, Dietitians, MSWs) to help enroll prospective patients in Fresenius Rx services.

-Investigates and resolves issues impacting patient enrollment and the utilization of Fresenius Rx services.

-Ensures adherence to Fresenius Rx enrollment policies and procedures acting as a subject matter expert as applicable.

-Provides educational presentations to customers and potential customers related to the benefits of and scope of Fresenius Rx services.

-Provides feedback to Director Sales Marketing regarding customer’s perceived quality related to enrollment and utilization of Fresenius Rx services.

• Acts as the primary field liaison between new and existing patient/customer accounts and Fresenius Rx. Regularly visits and maintains frequent communication with referral sources.

-Reviews customer utilization reports to determine where facility visits may be necessary and identify increased Fresenius Rx enrollment potential.

-Completes mandatory scheduled facility/site visits based on existing customer utilization and/or potential customer enrollment.

-Initiates communication and collaborates with staff through telephonic and on-site meetings.

-Meets and communicates directly with new and existing customers to explain features and merits of Fresenius Rx services.

-Sets up conference calls with necessary parties with initial rollout of Fresenius Rx services to specific facility/group.

-Addresses any concerns regarding all phases of the enrollment process, following up to ensure that issues have been resolved to customer satisfaction.

-Responsible for working within an allocated budget and seeks opportunities to provide cost reductions and/or best value options related to travel expenses

• Assists and collaborates with the FMS Marketing Department, outside vendors, and Fresenius Rx management team to develop and execute a successful marketing strategy for Fresenius Rx within the assigned FMS Group.


• Contributes to the development of new training/educational and promotional materials including PowerPoint presentations, brochures, pamphlets, and DVD’s.

-Participates in Area meetings and provides formal presentations and may participate in monthly AM/DO and RVP meetings run by Director Sales Marketing.

-Participates in nephrology related conferences and tradeshows as deemed necessary

• Creates and maintains various reports, records, and documents for adequate activity monitoring and analysis. Maintains detailed documentation regarding daily activities and initiatives to review with manager.


• Provides suggestions and/or improvements that contribute to the department and/or company efficiency and productivity.


• Participates in quality initiatives as assigned by Director Sales Marketing.


• Develops and maintains current knowledge of all pertinent pharmacy products, services, payers/payer mix, and information related to specific trainings. Maintains current knowledge relative to Pharmacy initiatives, i.e. Strong Bones, Healthy Heart and other FMS collaborative programs ensuring the initiative is understood and re-educating as needed.


• May assist other Groups, as needed, to ensure customer satisfaction and to meet customer needs.


• May be responsible for acting as a resource for inquires relative to engaging Fresenius Rx services for the CKD population.


• Other duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Day to day work includes desk and personal computer work and interaction with facility staff and management teams. The work environment is characteristic of a healthcare facility with air temperature control and moderate noise levels. May be exposed to infectious and contagious diseases/materials.
Maintains a satisfactory driving record as travel to and from customer/prospective customer offices, facilities, and locations is required. Additional travel to Divisional, Regional, and Corporate meetings may be required. Travel requirement may be as high as 75%.

EDUCATION

• Bachelors’ degree required.


• Major in marketing, healthcare, or social work preferred

EXPERIENCE AND REQUIRED SKILLS

• Minimum 3 years of sales and marketing experience in a healthcare related field (dialysis and pharmacy experience a plus)


• Customer service experience in specialized healthcare field.


• Advanced knowledge of general computer applications - Microsoft Word, Excel, PowerPoint


• Demonstrate analytical ability and judgment.


• Demonstrates knowledge of and ability to follow compliance regulations.


• Energetic and motivated personality with a strong work ethic.


• Excellent communication skills - verbal and written.


• Strong presentation skills


• Ability to train face to face and in virtual setting classes.


• Skilled in problem identification and resolution.


• Skilled in working with others, both internally and externally.


• Able to motivate and tactfully elicit cooperation from others.


• Ability to effectively prioritize work load and tasks to effectively meet established deadlines.


• Demonstrates ability to learn new procedures and communicate them to clients.


• Maintains professional demeanor at all times.


• Must have valid Driver’s License; with proof of insurance for your own vehicle.