Patient Support Advocate - Specialty Pharmacy

  • University Hospitals
  • Warrensville Heights, OH, USA
  • Feb 14, 2020

Job Description


Our Patient Support Advocates support several areas including:

  • Infusion Pharmacy
  • Specialty Pharmacy
  • Patient Engagement

The Patient Support Advocate (PSA) will work closely with pharmacy staff, clinic staff, and clinical pharmacist specialist to obtain the appropriate clinical and financial information to provide the appropriate assistance for the patient. The PSA is also responsible for providing patients and clinicians with accurate and up to date information regarding assistance programs, insurance eligibility, government subsidies, as well as maintaining a database with accurate patient and phone interaction information. The PSA will work with the UH Ventures Pharmacy Services to make refill and other routine phone calls to patients and follow up on medication delivery.


Primary Responsibilities

  • Answer incoming calls and respond to electronic communications

  • Assist health care providers and patients by greeting them by phone; answering questions and requests; referring inquiries to the site pharmacist(s) as needed

  • Handle customer inquiries both telephonically and by email

  • Research required information using available resources

  • Manage and resolve customer complaints

  • Maintain documentation of patient status for resource programs in required databases

  • Utilize internally developed systems, commercial vendor software (to track patient eligibility,

  • prescriptions, patient communications, and program enrollment), outpatient clinical, scheduling and

  • financial systems as necessary

  • Interact with physicians, nurses, and other health care professionals in a courteous and professional manner

  • Creating remarkable patient experiences

  • Display the highest level attentiveness and consideration possible in all situations

  • Support all new team initiatives

  • Elevate issues promptly to supervisors to promote positive outcomes for internal and external customers

  • Maintain organized workspace to help foster efficient operations

  • Show attention to detail, accuracy, and thoroughness in an effort to continually improve quality

  • Manage time wisely and demonstrate the ability to prioritize assigned tasks



Three to five years’ experience in a pharmacy, multi-system hospital, or physician practice setting

Excellent organizational, analytical and problem solving skills required.

Strong oral and written communication abilities

Working knowledge of the complexities and interdependencies of Insurance Benefits, Medical Records, and pharmacy operations.

Strong technical skills and abilities in planning, solution structure, assessment, analysis, client relationship management.

Bachelor’s degree preferred