Specialty Care Representative

Position Summary
The Specialty Care Representative (SCR) serves as a key patient‑facing member of the CCN team, responsible for managing a high‑touch caseload and supporting patients living with complex medical, psychological, and social needs. This role promotes medication adherence, facilitates communication between patients and healthcare providers, and helps remove barriers to care through proactive outreach, relationship‑building, and coordinated support. The SCR ensures that patients receive timely refills, appropriate follow‑up, and compassionate assistance throughout their treatment journey.

Education & Experience Requirements

• Bachelor’s degree in social work, psychology, sociology, or a related field preferred; High School Diploma or equivalent required.
• Must be licensed (unrestricted) and registered as a Pharmacy Technician or be willing to apply for a temporary registration as a Pharmacy Technician Trainee in the state of employment.
• Two (2) years of experience in a healthcare or pharmacy setting preferred.
• Experience working with individuals living with HIV/AIDS or at‑risk populations preferred.
• High level of interpersonal skills with the ability to influence positive outcomes.
• Strong written and verbal communication skills with the ability to work effectively with diverse populations.
• Excellent time management and organizational skills.
• Detail‑oriented with the ability to multitask effectively.
• Ability to work independently and within an interdisciplinary team environment.

Essential Functions & Responsibilities

• Patient Engagement & Case Management
• Manage a caseload of approximately 350–400 patients from diverse backgrounds, including individuals living with HIV, mental health conditions, substance use disorders, and other psychosocial stressors.
• Conduct monthly outreach to ensure medication adherence, encourage proactive health management, and identify emerging needs.
• Build trusting, supportive relationships with patients using empathy, active listening, respect, and non‑judgmental communication.
• Conduct follow‑ups with unreachable patients and those with medication overstock to maintain continuity of care.

Care Coordination & Advocacy

• Serve as a liaison between patients and the healthcare team, triaging medical, psychological, and social concerns to pharmacists, providers, clinics, and other appropriate resources.
• Collaborate with providers to help patients overcome barriers to care, including transportation, insurance, adherence challenges, and psychosocial issues.
• Implement and adhere to policies and procedures specific to the Specialty HIV program.

Medication & Fulfillment Support

• Process medications for fulfillment, including sorting queued items and matching refills for processing.
• Locate missing refills or packages not delivered within expected timeframes.
• Support timely refill coordination to prevent gaps in therapy.
• Maintain general knowledge of specialty medications, usage, and brand-name to generic name.

Documentation & Communication

• Record all communication and events related to patients, staff, clinics, providers, and insurance agencies in accordance with policy.
• Maintain accurate, timely documentation to support continuity of care and regulatory compliance.

Other Responsibilities

• Perform all other duties as assigned by the VP, Patient & Client Experience.

Physical Requirements / Working Conditions / Behavioral Expectations

• Ability to use telephones, computers, designated software, MS Office applications, printers, calculators, fax machines, and other pharmacy equipment.
• Ability to walk, stand, sit, and reach frequently throughout the workday.
• Approximately 10% of travel required (in state and out‑of‑state).
• Ability to work independently and collaboratively within a team environment.
• Ability to listen, record, and type data quickly and accurately.
• Ability to collect and analyze verbal and written information to reach logical conclusions.
• Presents a professional, reliable, and positive image, demonstrating competence, self‑control, honesty, and appropriate appearance.
• Demonstrates respect, appreciation, and sensitivity toward the needs and dignity of all people.
• Maintains a safe, clean, and professional work environment and contributes to overall organizational safety and professionalism.