The Specialty Pharmacy Liaison is responsible for supporting the standardization and optimization of specialty pharmacy services across Bon Secours Mercy Health. The goal of the Specialty Pharmacy Liaison is to ensure proper processing and problem-solving of specialty prescriptions and to provide patients and provider offices with a high level of service. The Specialty Pharmacy Liaison is responsible for providing excellent customer service via phone and occasional direct patient contact, assisting in preparing and dispensing medications and supplies, receiving patient prescriptions, reviewing the medication list with a patient, answering phones, and triaging phone calls to the pharmacist as necessary. 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 costs. The Specialty Pharmacy Liaison will work proactively with patients, providers, their clinic staff, and the specialty pharmacy team to provide superior customer service.

Essential Job Functions

• Process prescription information in the computer system: Assists in complete and accurate billing of third party payer plans, Ensures accurate and safe processing of prescription information and Reviews patient profiles for accuracy

• Assists customers with prescriptions and/or other products: Completes specialty orders to meet customer needs, Demonstrates ability to respond to customer and co-worker questions or concerns in an appropriate and customer-focused manner

• Assists in the coordination and delivery of medications and supplies as assigned: Receives prescriptions from providers; gathers customer information per department policy; Coordinates prescription drug therapy for patients in an accurate and timely fashion in accordance with all legal requirements, regulatory agencies, and Bon Secours Mercy Health policy; Documents appropriately and maintains updated patient charts; Ensures refill dates are documented appropriately in order to prevent patient missing a dose; Assists the pharmacist in identifying patient problems and issues

• Authorizations: Accesses, maintains and updates patient accounts and charts; Assists with prior authorizations, Assists the specialty team and provider's office in appealing denials where appropriate; Works closely with physician office staff to ensure refill authorizations are proactively obtained

• Coordinates and ensures appropriate medication delivery: Coordinates delivery of medications, supplies, and equipment to patients or other areas as assigned; Verifies proper patient information; Listens to customer concerns

• Completes the work of a pharmacy technician as required: Answers phone calls, faxes and computer requests in a timely manner; Cross trains and covers all department technician areas as assigned; Trains other staff members and students as needed

• Provides initial patient setup to establish an account with the specialty pharmacy: Verifies insurance coverage; Assists patients in working with insurance companies; Researches to optimize patient-specific and drug-specific copay assistance; Provides recommendations on additional funding sources

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

• Plans and schedules patient deliveries with respect to efficiency, time, priority, product-specific shipping needs, and cost-effectiveness: Communicates with internal departments and external specialty pharmacies to ensure customer needs are met; Evaluates delivery requirements and ensures accurate and timely deliveries; Proactively communicates with patients when there are delivery delays; Determines best method of delivery with relationship to location and time constraints; Coordinates the receipt of initial shipments

• Other Job Functions:

• Adheres to Bon Secours Mercy Health rules, regulations, and polices
• Demonstrates Commitment to Customers
  • Is aware of different customer needs/desires
  • Takes action to meet customer needs/desires with respect to customer diversity
  • Helps improve processes to meet customer needs
  • Suggests and acts on ideas to improve overall customer service
  • Respects confidentiality and shares information with only those that need to know
  • Problem solve issues as they arise to meet internal and external customer needs
• Demonstrates Commitment to Fellow Employees
  • Seeks to understand and value differences between employees
  • Treats other employees with dignity and respect
  • Demonstrates open, honest communication and behavior
  • Resolves conflict in a positive manner
  • Contributes to the productivity of the workgroup
• Demonstrates Commitment to Bon Secours Mercy Health
  • Lives the values of dignity, integrity, service, and compassion
  • Supports the mission/vision
  • Speaks positively about Bon Secours Mercy Health
  • Chooses to make Bon Secours Mercy Health a better place
  • Provide feedback for continual process improvement
• Performs other duties as assigned. Assists and supports other departments when needed

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 Pharmacy Technician License (required)

National Certified Pharmacy Technician (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.
• 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