Specialty Medication Services - Clinical Support Specialist

Thank you for considering a career at Bon Secours Mercy Health!

Scheduled Weekly Hours:

Work Shift:

Bon Secours Mercy Health Global Business Services – Manila 

Who we are 

At Bon Secours Mercy Health Global Business Services – Manila, we believe your best is yet to come. Based in the Philippines, we partner closely with U.S.-based teams and leaders to deliver strategic insights, operational excellence and specialized expertise that advance our Mission. Join us in celebrating the human side of healthcare and be part of a global team dedicated to delivering meaningful impact.   

Primary Function/General Purpose of Position  

This position supports the Specialty Medication Service (SMS) clinical pharmacy team by performing structured patient outreach support patient needs using established protocols and coordinating scheduling and communication to support efficient and high-quality patient care delivery. The position primarily involves telephonic outreach to patients with reminders, scheduling appointments for the pharmacists, and relaying information from the pharmacy team to the patients.  

Essential Job Functions  

• Perform outbound telephonic outreach to patients. Prioritize outreach activities based on multiple projects and requests from clinical pharmacists, following established workflows, guidelines, and escalation protocols.  

• Answer inbound patient calls, respond to routine inquiries, and route patient concerns to the appropriate pharmacy team members in accordance with established procedures, guidelines, and escalation protocols.  

• Convey messages clearly to patients while effectively interpreting and answering patient questions and concerns.  Escalate patient concerns to appropriate clinical staff based on defined algorithms, workflows, and escalation criteria, and manage both outbound and inbound calls while ensuring high-quality patient care. 

• Provide excellent customer service, under all conditions. 

• Effectively utilize data to determine patient outreach, based on protocol and workflow.   

• Documents patient outreach data in spreadsheets and prepare reports for supervisor review upon request and at defined reporting intervals 

• Complete chart review and documentation in Epic following protocols to include or exclude patients for outreach/appointment scheduling, by reviewing key elements in Electronic Medical Record.  Must document appropriately, route charts effectively, and schedule patients in the Electronic Medical Record. 

• Operate and run daily working reports in Epic, provide clerical support for clinical pharmacists, and provide general office support as assigned 

• Interact with patients and healthcare professionals and effectively communicate, answer questions, and escalate patient and patient-care issues to pharmacist as appropriate 

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, including cross-training to support functions of complementary roles, subject to reasonable accommodation. 

Licensing/Certification 

• Medical Assistant, LPN, Pharmacy Technician or other community health worker certification (required) 

Education 

• Bachelor's Degree in Pharmacy, Nursing, or other allied health courses (required) 

Work Experience 

• 2+ years of healthcare experience, including familiarity with healthcare systems, basic data analysis, and medication names and indications, preferably in a BPO (voice), GBS, or shared services environme

As a Bon Secours Mercy Health associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Comprehensive HMO medical coverage, retirement plan and group life and accident insurance

• One-time Work From Home allowance, connectivity allowance, wellness allowance and role-specific allowances

• Paid vacation and sick leave

• Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions

• Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need)

• Mission-driven culture events, community outreach and service opportunities

• Learning and development programs, mentorship and clear career growth pathways

• Modern, collaborative office spaces and regular engagement and culture-building activities

Benefits may vary based on employment terms and role.

Department:

It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment.

All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality, or any other status protected under Philippine law.

We are committed to providing an inclusive workplace free from unlawful discrimination and harassment.

If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at [email protected]. We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.