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Patient Outreach Coordinator (Pharmacy Technician) - TX License Required

Shields Health Solutions, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the first, friendly voice that introduces patients to a higher level of specialty pharmacy care. Every outbound call you make is an opportunity to change a patient’s life by moving them from fragmented retail pharmacy experiences to Shields’ integrated, clinically-driven model.
• Own a targeted patient pipeline generated from EMR data and referral queues. Review chart notes, medication histories, and clinical flags before each call so you can speak to the patient’s exact condition—whether it’s oncology, rheumatology, MS, or another complex specialty therapy.
• Deliver a concise, persuasive value proposition that explains why Shields Partner Pharmacy delivers better outcomes: dedicated clinical teams, 24/7 pharmacist access, proactive refill management, financial-assistance navigation, and home delivery of both medication and ancillary supplies.
• Guide patients through a seamless enrollment workflow: verify demographics, confirm insurance, capture allergy and adherence data, schedule the first shipment, and set expectations for ongoing clinical monitoring.
• Identify specialty-specific requirements for each prescription—cold-chain storage, hazardous-drug handling, sharps disposal, or ancillary supply needs (needles, syringes, alcohol swabs, band-aids)—and ensure the patient is fully prepared for safe administration at home.
• Document every interaction in real time within Epic and Salesforce so that pharmacists, nurses, and reimbursement specialists have a complete, up-to-date picture of the patient’s status and next steps.
• Meet or exceed daily, weekly, and monthly enrollment targets while maintaining a patient-first mindset. Metrics include call volume, conversion rate, call quality, and patient satisfaction (NPS).
• Collaborate closely with prior-authorization specialists and clinical liaisons to resolve insurance barriers on the spot, preventing delays in therapy initiation.
• Participate in continuous-improvement huddles where you’ll share call recordings, refine scripts, and surface patient feedback that shapes program enhancements.
• Rotate between two core shifts—8:30 AM–4:30 PM or 12:00 PM–8:00 PM Monday–Friday—with occasional Saturday coverage (11 AM–4 PM). Flexibility is essential to accommodate peak referral windows and ensure patients never wait.
• Within six months of hire, complete Shields-sponsored national certification prep (PTCB or ExCPT) during paid work hours. Classes, study materials, and exam fees are fully covered.
• Champion Shields’ core values—Integrity, Accountability, Collaboration, and Excellence—by safeguarding PHI, escalating ethical concerns, and treating every patient with dignity and respect.
• Contribute to ad-hoc projects such as Spanish-language outreach campaigns, patient-education material reviews, or pilot programs for new disease states.

🎯 Requirements

• Active Texas Pharmacy Technician license in good standing (TX PTCB or State Board registration)
• 1+ year of high-volume outbound call experience in healthcare, specialty pharmacy, or insurance enrollment preferred
• Proficiency with EMR systems (Epic, Cerner, or equivalent) and CRM platforms (Salesforce preferred)
• Demonstrated ability to articulate complex clinical concepts in plain language to diverse patient populations
• Nice-to-have: Bilingual fluency in Spanish, existing PTCB or ExCPT certification, prior specialty-disease knowledge (oncology, rheumatology, neurology)

🏖️ Benefits

• 100 % remote work environment with company-provided laptop, dual monitors, and noise-canceling headset
• Full medical, dental, and vision coverage effective day one, plus $0 copay telehealth visits
• Paid national certification (PTCB/ExCPT) including study time, prep classes, and exam fees—valued at $1,200
• 18 days PTO in year one, 10 paid holidays, and one floating holiday for your birthday
• 401(k) with 4 % company match, immediate vesting, and optional Roth contributions
• Annual wellness stipend ($500) and quarterly recognition bonuses tied to performance metrics

Skills & Technologies

Design

Remote

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Shields Health Solutions, Inc.

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About Shields Health Solutions, Inc.

Shields Health Solutions is a specialty pharmacy integrator that partners with health systems to build and manage in-house specialty pharmacies. Founded in 2012 and headquartered in Stoughton, Massachusetts, it provides clinical programs, data analytics, payor contracting, and medication access services to improve outcomes for patients with chronic or complex conditions while supporting the financial and operational goals of its hospital partners.

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