Advocate Spotlight - Natalie Foss
I am excited to be a part of the Healthcare Advocate Summit to help fellow Advocates navigate the challenges of starting a program, integrating the use of the hospital EMR and outside vendors as well as how to be an Advocate. I have wanted to not only share what I know but also learn from others that have found answers. We are “unicorns” in the Healthcare industry and not a lot of people understand the challenges we go through or know how to navigate through those challenges. This conference will help break those barriers we struggle with.
After four years of being a retail Pharmacy Technician and one year as a hospital Pharmacy Technician, I interviewed for a new position for a pilot program that changed my career and perspective on patient care. Medication Assistance Program was a new concept to me and to our health system. To top that I had no clue what I was getting myself into nor did I know how to start.
Once I was given this great opportunity I had about two months to prepare before “going live”. I researched everything I could possibly find regarding patient assistance programs and had several meetings with a vendor we were going to use to be apart of the IT build of the program. Little did I know the impact this was going to be on the patients, the hospital system and myself.
Starting this program was challenging and pushed me to do things I had never done before. I was scheduling meetings to speak with different departments explaining this program, how it would work and what the expectations were. Travelling to all the campuses we have in the Midwest to talk with those affiliate departments. I was speaking in leadership meetings about how this program is beneficial for our patients, putting together information for brochures and working to put together Standard Operating Procedures and so much more. Basically, I started the program from the ground up with little to go on.
At the end of 2013, with only six months into the program, I reported significant ROI savings and was able to “prove” that this program was a vital piece of patient care and hospital savings. From that point on, the program started to expand to the other affiliates. I was grateful to have the opportunity to help with the interviewing process to find the right person for each FTE. We would interview prospective Advocates a specific way so we could get the best of the best. They would get a study case of a patient situation and would have to come up with the best options for their financial care plus they would have to interview in front of a panel of local staff with be asked a set of behavioral questions. This has been the best route to get the right person for the job.
“Over the years I have learned so much when it came to the company programs as well as how our EMR can benefit our workflow.”
Over the years, I have worked on trying to perfect the training process of the new Advocates. I have added some beneficial pieces to the training each time I do it and have learned from each new Advocate on what works and what does not work. Even changing and adding processes to help our workflows have been beneficial for the overall outlook of our Advocate team. We get better as our processes get better. Which in turn helps our patient get the best financial care from us.
Now, after 6 ½ years of this program in action we have nine total Advocates that take care of over a dozen Outpatient Hospital infusion centers, only a limited number of clinics (out of hundreds) and the At Home Specialty Pharmacy. We have saved our patients and hospital system millions of dollars.
During my time as an on-campus Advocate, I have seen so many situations and worked with many of the programs and foundations available. Over the years I have learned so much when it came to the company programs as well as how our EMR can benefit our workflow. I have laughed and cried with patients as well as received hugs and cards. The patients I have helped are extremely appreciative for everything I have done for them. This by far is the most rewarding and selfless career I have ever been a part of, and I am forever grateful for the experience and time being a part of the patient journey.
Natalie Foss, CPhT
Medication Assistance Program Supervisor - UnityPoint Health
Come join us, and hear more from Natalie on the following topic:
Day ONE · Monday April 6, 2020
What Value have you found working with Field Reimbursement, Industry & your own Internal Stakeholders
Moderator: Alexis Slater - Director of Strategy, Access Services at AstraZeneca
Panelist:
Chara Reid-Reed - DuPage Medical Group, Interim Director of Pharmacy Services , PharmD
Melanie Woodland - Pharmacy Access & Reimbursement Manager, Saint Alphonsus Health System
Natalie Foss - Medication Assistance Program Supervisor, UnityPoint Health