What are the responsibilities and job description for the Behavioral Health Care Navigator position at St. Matthews Pharmacy?
Position Summary:
The Behavioral Health Care Navigator will play a crucial role in supporting the operations of our Community pharmacy and Behavioral Health program. This role requires visiting / communicating with clients in clinics to facilitate the prescription process through our pharmacy. The role involves a blend of administrative, customer service, and client management responsibilities, ensuring smooth coordination between our pharmacy and the clinics we serve. This position will require travel within assigned territory. Mileage will be reimbursed. Pharmacy technician license is a requirement.
The Behavioral Health Care Navigator reports to the Director of Strategic Initiatives.
Essential Functions:
- Client Engagement & Coordination: Educate clients on the behavioral health program, assist with enrollment, and maintain positive relationships with clinic staff and clients. Track patient enrollment and manage appointments with empathy and attention to detail.
- Promotion & Communication: Promote pharmacy services, develop strategies to increase enrollment, and serve as a liaison between the pharmacy, clinics, and patients. Communicate updates and address inquiries promptly and professionally.
- Administrative & Data Management: Maintain accurate records, prepare reports, and ensure compliance with privacy regulations. Use electronic health records to track patient progress and analyze data for improvements.
- Customer Service & Compliance: Provide empathetic customer service, assist patients with treatment plans, and track medication refills to ensure compliance. Build relationships with providers and case workers for coordinated care.
- Medication Management & Compliance: Fill and package medications under pharmacist direction, ensure compliance with laws and regulations, and manage prescription refills with precision and reliability.
- Professional Conduct: Represent the company professionally, resolve patient complaints, oversee record keeping, and participate in performance improvement programs and continuing education, demonstrating a commitment to excellence and continuous learning.
- Perform other duties as assigned by supervisor.
Qualifications:
- Certified Pharmacy Technician (CPhT) preferred and State Registered Pharmacy Technician, required
- Organizational skills are sufficient to maintain consistently accurate records.
- Experience in Customer Service.
- Ability to evaluate options and to make efficient decisions.
- Organizational skills are sufficient to maintain consistently accurate records.
- Computer skills that include proficiency with spreadsheets and use of the internet, as well as word processing, and efficient use of the internet and e-mail.
- Strong ability to maintain strict confidentiality, understanding of HIPAA required.
Education and Experience:
- HS diploma or GED, required
- Post-high school education ( e.g. college courses, certification, or degree) preferred
- An equivalent combination of education and pharmacy or clinical work experience will be considered in lieu of post- high school education.
- 2 years of customer service experience required
- 2 years of phone experience in a customer service environment preferred
- Active certification from the Kentucky Board of Pharmacy as a Pharmacy Technician (or able to obtain) preferred
- Pharmacy Technician License, in good standing
- Valid driver’s license and proof of auto insurance, required
- Demonstrated proficiency in Microsoft Office and Excel
- Experience working with diverse populations is preferred.
Knowledge, Skills, and Abilities:
- Strong communication, interpersonal and organizational skills.
- Communicate effectively with customers, referring physician staff, and colleagues/employees of organization.
- Ability to interact and communicate with people over the phone, sometimes in stressful situations
- Detail oriented and able to multi-task.
- Basic data entry and/or word processing skills.
- Ability to verify data input and correct errors.
- Reads and accurately interprets documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Conveys empathy and understanding when handling customer service issues.
- Self-Motivated.
- Ability to plan and structure workdays.
- Applies common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Physical Requirements:
- The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions in this job description.
- The employee is regularly required to stand, walk, and sit, as well as talk and hear.
- The employee is required to use hands to operate vehicles and office equipment.
- The employee must occasionally lift and/or move up to 30 pounds.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.
- Light to moderate physical effort (lift/carry up to 30 lbs.) -Heavier weights with assistance.
- Repetitive motions and/or prolonged computer use
- Working at a fast pace, subject to many interruptions and both physical and mental stress
Notes: Position will have some local travel to clients and will work out of the community pharamcy but report to Amber. Needs to have a Tech License.
AJ
