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 Ability to overcome objections and build rapport with patients or customers Proficient with call center platforms and electronic health records (EHR) platforms Proficient in Microsoft Excel and Google Sheets Ability to work in a fast paced environment and adapt quickly to change Strong organizational skills with an attention to detail and accuracy Must have access to reliable high speed internet connection
Preferred Qualifications
Associate’s Degree Pharmacy Technician Certification (CPhT or ExCPT) or Active Pharmacy Technician License in any state
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer
Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physi