Specialty Pharmacy Liaison — Mason Service Center

The Specialty Pharmacy Liaison is responsible for supporting standardization and optimization of specialty pharmacy services across Bon Secours Mercy Health. The goal for the Specialty Pharmacy Liaison is to ensure proper processing and problem solving of specialty medications and other medications supported by pharmacy and to provide patients and provider offices a high level of service. The Specialty Pharmacy Liaison is responsible for providing excellent customer service via phone and occasional direct patient contact, receiving patient prescriptions, reviewing the medication list with a patient, answering phones and triaging phone calls to the pharmacist as necessary, and helping maintain the pharmacy in proper order. The Specialty Pharmacy Liaison will help patients receive their medications in the most convenient way possible and at the lowest cost possible, including facilitating third party billing and helping provide patients with comprehensive financial advocacy to help lower their drug cost. The Specialty Pharmacy Liaison will work proactively with patients, providers and their clinic staff, and the specialty pharmacy team to provide superior customer service.

Essential Job Functions

• Process prescription information in the computer system. Assist in complete and accurate billing of third-party payer plans. Ensure accurate and safe processing of prescription information. Review patient profile for accuracy

• Assist customers with prescriptions and/or other products. Complete specialty pharmacy orders to meet customer needs. Demonstrate ability to respond to customer/co-worker questions or concerns in an appropriate and customer-focused manner.

• Assist in the preparation and delivery of medications and supplies as assigned. Receive prescriptions from patients; gather customer information per department policy. Prepare prescription drug therapy for patients in an accurate and timely fashion in accordance with all legal requirements, regulatory agencies and organizational policy. Document appropriately and maintain updated patient charts. Ensure refill dates are documented appropriately to prevent patient’s missing a dose. Assist the pharmacist in identifying patient problems and issues.

• Access, maintain, and update patient accounts and charts. Assist with obtaining prior authorizations. Assist the specialty team and provider’s office in appealing denials, where appropriate. Work closely with office staff to ensure refill authorizations are proactively obtained.

• Coordinate and ensure appropriate medication delivery. Coordinate delivery of medications, supplies and equipment to patients or other areas as assigned. Complete order taking, verifying proper information. Listen to customer concerns.

• Complete the work of a pharmacy technician as required. Answer phone calls, faxes, and computer requests in a timely manner. Cross train and cover all department technician areas assigned. Train other staff members and students as needed. Assist in maintenance of the pharmacy to reflect a clean and well-stocked condition daily.

• Provide initial patient set up to establish account with the specialty pharmacy. Verify patient insurance coverage. Assist patients in working with insurance companies. Research to optimize patient-specific and drug-specific copay assistance. Provide recommendations on additional funding sources.

• Contact insurance carriers, benefits offices and patients to determine new and ongoing coverage levels. Verify insurance information and level of coverage. Inform patient of pharmacy benefits coverage. Assist patient with the specialty pharmacy process for non-participating pharmacy for patient ease in out-of-network situations.

• Plan and schedule patient deliveries with respect to efficiency, time, priority, product specific shipping needs, and cost effectiveness. Communicate with internal departments and external specialty pharmacies to ensure customer needs are met. Evaluate delivery requirements and ensure timely and accurate delivery. Proactively communicate with patients when there are delivery delays. Determine best method of delivery with relationship to location and time constraints (Fed Ex, UPS, Courier, Mail, or other modes as necessary). Coordinate the receipt of initial shipments.

• Adheres to organizational rules, regulations, and polices

• Demonstrates Commitment to Customers by being aware of different customer needs/desires, taking action to meet customer needs/desires with respect to customer diversity, helping improve processes to meet customer needs, suggesting and acting on ideas to improve overall customer service, respecting confidentiality and shares information with only those that need to know, problem solving issues as they arise to meet internal and external customer needs.

• Demonstrates Commitment to Fellow Employees by seeking to understand and valuing differences between employees, treating other employees with dignity and respect, demonstrates open, honest communication and behavior, resolving conflict in a positive manner, contributing to the productivity of the workgroup

• Demonstrates Commitment to Bon Secours Mercy Health by living the values of dignity, integrity, service, and compassion, supporting the mission/vision, speaking positively about organization, choosing to make organization a better place, providing feedback for continual process improvement

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, subject to reasonable accommodation.

Licensing/Certification

Applicable state board-certified Pharmacy Technician License (required)

National Certified Pharmacy Technician or Pharmacy Technician License (required)                   

Education

High School/GED (required)

Bachelor’s Degree, Graduate of Pharmacy Technician Course (preferred)

Work Experience

1 year of experience in provider clinic, specialty and/or retail pharmacy (required)                                              

Training

EPIC Electronic Health Record (preferred)

Skills

Diverse and highly developed skill set including but not limited to: time-management, communication, creativity, vision, teamwork, leadership, clinical knowledge base/skills, mentorship, change management, and project management.                                                       

Must possess:

Ability to work independently with minimal supervision 

Strong computer skills with knowledge of various software programs including Microsoft products

Excellent organizational, analytical, and problem-solving skills

Ability to build strong relationships within and outside of the pharmacy including physician office staff, payers, and patients

Ability to manage a variety of complex issues

Ability to adapt to an ever-changing environment

Proficiency with telephone and office equipment

EPIC electronic medical record functionality

Microsoft Office (Outlook, Excel, Word and PowerPoint)

Ability to use available merchandising resources

Knowledge of drug wholesalers and ordering systems

Understanding of cold-chain distribution

Understanding of HIPAA and confidentiality of patient information