[Hiring] Medication Line Specialist @Mindpath Health

Role Description

At Mindpath Health, we’re on a mission to make mental health care more accessible and more human. The Medication Line Specialist plays a vital role in supporting patient care by partnering with clinicians to manage medication-related needs. This remote position serves as a primary point of contact for patients with medication questions, refill requests, and point-of-service concerns that can be resolved through the patient portal or medication line. The Specialist ensures thorough, accurate documentation, facilitates timely access to medications, and delivers compassionate, patient-centered support throughout the treatment journey.

This is a fully remote (based in AZ or TX), full-time role (40 hours/week, Monday–Friday).

Responsibilities

• Serve as a primary contact for patients regarding medication inquiries, triaging calls, portal messages, and internal requests with empathy and urgency.
• Support clinicians in managing medication therapies, including reconciliation and adherence support.
• Coordinate follow-up appointments with clinicians and front office teams to maintain continuity of care.
• Facilitate prior authorizations by gathering documentation, completing forms, and communicating with payers and pharmacies to minimize care delays.
• Monitor and triage clinician inboxes during absences, resolving routine matters and escalating urgent issues appropriately.
• Advocate for patients by identifying barriers to medication access and collaborating with clinicians, pharmacies, and insurers to find solutions.
• Educate patients on refill policies, side effects, and the importance of adherence to treatment plans.
• Document all interactions using SBAR (Situation, Background, Assessment, Recommendation) in a timely and accurate manner.
• Collaborate with clinicians, pharmacists, and third-party partners to support integrated care delivery.
• Utilize de-escalation techniques to support emotionally distressed patients and assist with crisis response protocols when needed.
• Participate in special projects and perform additional duties as assigned.

Qualifications

• 1+ year of experience as a Certified Medical Assistant (CMA), EMT-B, or Pharmacy Technician; behavioral health experience preferred.
• 1+ year of experience managing prescription refill requests.
• Excellent written and verbal communication with a strong customer service mindset.
• Working knowledge of pharmacology, medication therapies, and insurance authorization processes.
• Familiarity with SBAR documentation and communication standards.
• Proficiency with electronic health records (EHR) and healthcare software; prior authorization system experience preferred.
• Strong interpersonal skills with the ability to engage patients, clinicians, and external partners with professionalism and empathy.
• Proven ability to de-escalate difficult situations and maintain a calm, supportive environment.
• Exceptional organizational and time management skills with the ability to prioritize effectively in a fast-paced setting.

Requirements

• The pay range for this position is $18–$20 per hour.

Benefits

• Medical, Dental, and Vision coverage
• Employee Assistance Program (EAP)
• Life & Long-Term Disability Insurance
• 401(k) with employer match
• Paid time off starting at 15 days per year
• Paid parental leave
• Tuition reimbursement