Clinical Care Navigator (Remote)
Walgreens NA

Job Summary
---Remote
The Care Navigator plays a key role by providing social, behavioral, and functional resource support to enrolled Walgreens Health members. They are responsible for increasing members' access to community resources/social services, facilitating communication between member and care team, and mitigating non-clinical barriers facing the member in their journey towards joyful living through better health.
The Care Navigator partners closely with clinical pharmacists to support expansion of clinical pharmacy services, guide members through transitions of care journeys, and bridges connections to primary care, specialty, and pharmacy services. In this role, they will engage in with members to conduct medication reconciliation, collect information from patients (e.g., medication lists), and contribute to ensuring the accuracy and completeness of medication information during care transitions or adherence reviews.
This role will be primarily outreach with some in community connection to members assisting with risk reduction and mitigation of social, functional, behavioral, and everyday barriers to the member's health and wellbeing success.

Job Responsibilities

• Patient-Centered Care:
• Honor the lived experiences, establish trusting relationships, and provide general support and encouragement to members.
• Conduct thorough medication reconciliation, detailed documentation, and expertise in implementing medication adherence strategies.
• Conduct intake interviews and utilize motivational interviewing to identify the member's individualized goals, barriers to their wellbeing, and priorities for their optimal health.
• Assist members in understanding care plans and instructions that are livable and actionable in their daily living.
• Provide ongoing follow-up and resource access to mitigate non-clinical barriers to members health success; interaction is by phone, virtual visit, at Walgreens stores or community service agencies when applicable.
• Help clients identify and utilize community resources effectively, including scheduling health appointments, completing applications for programs (internally and externally) for which they may be eligible, and assisting with referrals.
• Follow-up with patients during high-risk periods such as post-hospital discharge, as well as post-clinical visit, between visits, or post-discharge from the clinical pharmacy program per Clinical Pharmacist.
• Coordinate medication support services offered by retail pharmacies (med sync, med delivery, access issues, etc.).
• Troubleshoot medication access issues and facilitate medication-related refills (refill per protocol, bridge refills by standing order).
• Initiate medication adherence outreach/coordination and assess medication tolerability with standardized form, escalating to RPh as needed/outlined.
• Patient Chart Preparation
• Gather necessary consents for program, care coordination, and data sharing (e.g., with PCP).
• Facilitate comprehensive medication reconciliation through accurate medication history taking for all types of medications, including prescription and OTC products.
• Obtain and compile required documentation and measurements relevant to chronic conditions prior to patient appointments (e.g., vital signs, SMBG logs, outside records, etc.)
• Verify eligibility/coverage details and facilitate plan benefits coordination when applicable.
• Collaboration Within an Interdisciplinary Team
• Recognize and respond appropriately to urgent/emergent situations per protocols; perform basic triage per specific procedures; refer to internal and external teams as appropriate per protocols.
• Build and facilitate communication and coordinate services between providers, clients, and supervisors; work collaboratively and effectively within multidisciplinary teams.
• Communicate effectively and persistently when contacting outside provider offices (e.g. for results, refill requests, etc.
• Support the team in expansion of clinical pharmacy services through developing/updating clinical pharmacy procedures and job aids and providing training and support to pharmacy staff on new procedures.
• Explain the clinical pharmacy program, describe co benefits of co-management with clinical pharmacy, and serve as a resource for clinical pharmacy program-related questions for other departments, patients, and their families
• Triage RPh inbox messages/tasks (review and route to standardized escalation pathways if out of scope).
• Quality Assurance and Compliance:
• Participation in process improvement discussions to help achieve efficient workflows and enhance quality of patient care.
• Document activities, care plans, and outcomes in an effective manner consistent with organization's policies and procedures.
• Engage in continuous learning cycles to capture best practices for serving members through the chronic disease management program and continuously expand knowledge and understanding of community resources, services, and programs available to assist patient's wellbeing success.
• Complete and maintain field-based safety training and follow professional best practices as well as local, state, and federal health and safety requirements.
• Identify and apply appropriate role definition and skilled boundaries; maintain confidentiality of member engagements and records; adhere to organization's work practices for remote and hybrid work.

About Walgreens and WBA
Walgreens www.walgreens.com is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. Nasdaq WBA, an integrated healthcare, pharmacy and retail leader with a 170 year heritage of caring for communities. WBAs purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nations medically underserved populations. To best meet the needs of customers and patients Walgreens offers a true omnichannel experience with fully integrated physical and digital platforms supported by the latest technology to deliver high quality products and services in communities nationwide.
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits
"An Equal Opportunity Employer, including disability/veterans".

External Basic Qualifications

• Strong interpersonal and customer service skills with a demonstrated ability to interact professionally with culturally and educationally diverse patients
• High school diploma or equivalent
• At least 1 year of experience as care coordinator, clinical customer service, pharmacy technician, and or other related healthcare experience
• Proficiency in conducting thorough medication reconciliation, detailed documentation, and expertise in implementing medication adherence strategies.
• Willing to travel up to or at least 5% of the time for business purposes (within state and out of state).

Preferred Qualifications

• Bachelor's in health sciences or related field or health care background with valid national certification (ex. certified pharmacy technician, medical assistant, etc.).
• Bilingual is ideal.
• Physical requirements adequate to perform the job responsibilities telephonically and potentially within Walgreens Stores or other assigned on-site locations.
• Experience coordinating care in populations that live with chronic complex conditions and health disparities.
• Proficiency in electronic medical records, pharmacy computerized systems, and Microsoft Office Product Suite.
• Experience in lead supervisor or team lead supervisor with proven track record of overseeing and guiding teams to achieve operational goals.
• In-depth knowledge of prescription drugs, disease states, and health plan formulary management techniques.
• Basic understanding of chronic disease and biometric monitoring for member self-care (e.g., weights, blood pressures, pulse oximetry, diabetes blood sugars, etc.).
• Salary Range- $21.39-$26.73/ Hourly

This job has expired.