Lead Pharmacist Contact Center Specialist at Denver Health in Rocky Mountain Poison & Drug Safety - 1391 Speer Blvd, Denver, CO 80204

Job description

• We are recruiting for a mission-driven Lead Pharmacist Contact Center Specialist to join our team!
• Under general supervision, provides medical information, collects and documents product complaints and safety reports to assist consumers, patients, healthcare providers and external clients.

Responsibilities

• Using client approved resources, addresses medical information inquiries for consumers and healthcare professionals in a timely, courteous, and professional manner. This includes completing requests for written correspondence by selecting the applicable medical information utilizing client approved resources. (5%)
• Captures and submits adverse event reports and product complaints within the required timeframes and according to applicable client directives. (5%)
• Documents inquiries, responses and actions taken in a clear, concise and accurate manner within the client and RMPDC databases. (5%)
• Provides peer quality review, case reconciliation, transmissions and other duties as assigned. (5%)
• Collaborates with team members to ensure completeness of assigned and required tasks. (5%)
• Performs literature surveillance, medical writing activities, and outbound follow-up with callers or clients, if applicable. (5%)
• Assists with providing leadership to staff on a daily basis and serves as the primary resource for staff on clinical and administrative issues. (5%)
• Acts as the primary point of contact and works directly with the client to address current issues, coordinate current and new projects, training, teleconferences, and client requirements. (5%)
• Works with the staff supervisor to develop and implement work schedules and assignments to ensure appropriate staffing on and off of phones to meet anticipated volume, required service levels, and training needs of a client(s). (5%)
• If needed, directs telephone coverage during periods of high volume, staff shortages, and emergencies. (5%)
• Coordinates, plans, assists, and documents training activities of current and new staff in coordination with training team. (5%)
• Responsible for submitting requests for account creation to both Denver Health and the client, if applicable, and completing other Denver Health orientation activities, as required. (5%)
• Ensures completion and submission of metric reports, as applicable and appropriate. (5%)
• Actively identifies problems and opportunities for improvement; identifies appropriate solution and involves others in the implementation process. (5%)
• Works in conjunction with the training team to ensure that all Work Instructions and Standard Operating Procedures are up to date. (5%)
• Provides after hours on call support, when applicable. (5%)
• Completes client, Denver Health and RMPDC training, as assigned. (5%)
• Ensures confidentiality of client, customer and patient information by creating and maintaining a secure and trusting environment by not sharing information learned on the job, except when necessary in the performance of the job responsibilities or to improve a patient’s care. (5%)
• Promotes positive interpersonal (customer) relationships with fellow employees, healthcare professionals, patients and visitors. Treats individuals with courtesy, dignity, empathy and respect; consistently displays courteous and respectful verbal and non-verbal communication. (5%)
• Adheres to, complies with and demonstrates support for the mission and values of Denver Health. Supports and adheres to the Denver Health Values of Trust, Respect and Excellence. Accepts accountability for job performance and for maintaining Denver Health and RMPDC Standards of Behavior. (5%)

Requirements

• Bachelor's Degree in Pharmacy Required and
• Doctorate Degree PharmD Required
• 1-3 years Contact Center with drug information, preferred.
• 1-3 years telephonic triage experience, preferred.
• PHA-Licensed Pharmacist - DORA - Department of Regulatory Agencies Required
• Excellent verbal and written communication skills; uses interpretation services when needed to assist callers.
• Excellent customer service skills.
• Ability to quickly learn and interpret medical information, recognize and capture adverse drug events and product complaints.
• Ability to work in a fast and intense environment, responding to multiple inquiries, researching specialized industry resources, following specific protocols and accurately documenting all information received and provided.
• Strong critical thinking and problem solving skills; exercises initiative and professional judgment in selecting proper resources and actions.
• Knowledge of techniques, methods and competencies of clinical pharmacy practices.
• Knowledge of safety principles in a non-patient care environment.
• Knowledge of standards, policies and procedures of Denver Health and RMPDC.
• Demonstrates advanced computer proficiencies, including excellent typing skills and the ability to work among multiple databases.
• Demonstrates advanced Microsoft Office skills including Word, Excel, and Power Point.

Skills

Required

• Excellent customer service skills
• Knowledge of clinical pharmacy practices
• Advanced computer proficiencies
• Excellent typing skills
• Ability to work among multiple databases

Benefits

• At Denver Health, we take care of the people who take care of our community. Our benefits are built to support your life, your family, and your future — with generous paid time off, fully paid parental leave, exceptional retirement contributions, comprehensive health coverage, and nationally recognized well-being programs. We invest in your growth through tuition assistance, career advancement pathways, and professional development — while also offering meaningful financial advantages through loan forgiveness eligibility and employer contributions. When you join Denver Health, you’re joining a mission-driven organization that invests in you.
• Paid time off starting at 28 days per year, inclusive of vacation, personal/sick, and 7 Holidays
• 100% paid parental leave up to 6 weeks
• Immediate eligibility for retirement plans with employer contribution up to 9.5%
• Generous medical, dental, vision plans in addition to employer paid disability and life insurance.
• Comprehensive well-being programs including on-site employee fitness center located on Denver Health main campus and nationally recognized RESTORE Center
• Free RTD EcoPass (public transportation)
• Childcare discount programs & exclusive perks on large brands, travel, and more
• Tuition reimbursement & assistance
• Education, coaching, and professional development opportunities through the Workforce Development Center (WFDC) that support internal career growth and advancement pathways
• Professional clinical advancement program & shared governance
• Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program
• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer
• $53.05 - $84.88 / hr