Home Infusion Patient Representative

Major Responsibilities

• Registers all new patients in pharmacy data systems and ensures all key data fields are accurate and complete.  Calls patient prior to intimal delivery to introduce home infusion services and explain what to expect from the service. Validates patient insurance and demographic information is correct. Updates information as needed.
• Serves as primary contact for patients – answering questions, problem solving and connecting patient with necessary resources as appropriate –clinical, operations, leadership, billing, etc.  Builds patient comfort and confidence with home infusion service to ensure patients know they have an expert point of contact for any concerns they may have.
• Contacts patients prior to deliveries to assess the inventory level of supplies in the home, arranges for delivery, and discusses any special considerations necessary for the scheduling of the delivery.
• Ensures all services are in compliance with government and private insurance requirements –proper authorization is in place before providing service, quantities provided are within allowed limits, and services provided are documented per payer requirements to ensure payment and facilitate audit response.  Communicates with appropriate parties when needed (e.g. pharmacist, dietitian, intake, etc.)
• Coordinates with the appropriate clinican (nurse, pharmacist, dietitian) regarding the need for clinician intervention with the patient as well as the need to schedule future lab tests or nursing visits.

• Arranges for pump exchanges as needed. Tracks the prompt return of equipment to the facility.

• Generates patient delivery tickets promptly and with a high degree of accuracy.
• Files prescriptions, delivery tickets and other necessary documents both physically and electronically and follows up on any prescriptions that were sent for signature to verify their return.
• May be required to perform other duties as assigned.

Licensure, Registration, and/or Certification Required: None required, Certified Pharmacy Technician (CPhT) preferred

Education Required:
High school diploma or equivalent
Experience Required:
2 years preferred but not required

Type of Experience:

Customer service via a phone, on-line, virtual, or in-person environment
Knowledge, Skills & Abilities Required:

• Strong communication skills, both verbal and written
• Working knowledge of medical terminology
• Strong organizational skills
• Good computer skills (keyboarding/data entry), including the use of Microsoft Office applications
• Ability to work independently with minimal direct supervision
• Exceptional customer service
• Very good problem solving skills

​Physical Requirements and Working Conditions:

• May need to lift, carry, push, or pull up to 25 lbs while using proper technique on occasion
• Must be able to sit for long periods of time