Ambulatory Liaison

Ambulatory Liaison

Reports to Manager, Medication Access Program (MAP). Under the supervision of a pharmacist and direction of a Pharmacy Technician Supervisor or Technician Group Leader, the Ambulatory Liaison, utilizes established MAP processes to facilitate affordable, accessible, and reliable pharmacy services for patients. Interacts effectively and compassionately with patients and families. Acts as an agent of the provider to authorize refills in accordance with established practices, policies, and guidelines. Interacts effectively and professionally with other health care providers at all levels including, but not limited to, providers, nurses, and support personnel. Utilizes the patient's electronic health record (EHR) to obtain accurate and necessary patient information needed to process prescriptions and payment transactions. Accesses, inputs, and retrieves information using multiple pharmacy system applications. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences Patient and Community Focus and Collaborate

Responsibilities:

• Exhibits a friendly, pleasant, and helpful nature demonstrating a strong customer service orientation when interacting with patients, their families, providers, nurses, and support personnel.
• Maintains and supports pharmacy interdepartmental relationships to ensure seamless transition of patient care from clinic to pharmacy.
• Protects and maintains patient confidentiality in accordance with Health Insurance Portability and Accountability Act (HIPAA) guidelines.
• Collects customer/patient personal information necessary for filling prescriptions, benefits investigation, prior authorization, and/or financial assistance applications.
• Enters pertinent patient data into appropriate organizational systems to ensure accurate charging for services and processing of insurance billing, payments, and co-pay information.
• Participates in the growth of the Brown University Health Pharmacy (LP) patient population through recruitment of ambulatory care patients.
• Responds to questions relative to cost and availability of medication and pharmaceutical supplies.
• Informs customers/patients, providers, and support personnel of wait times and any issues regarding drug availability, including advising on the refill authorization process for expired prescription orders.
• Encourages patient retention through the development of individual relationships with assigned patients.
• Proactively contacts patients via phone, in-person, or other supervisor approved modality to assess patient need for medication, including estimations of patient adherence such as medication supply on hand.
• Assists patients/customers in resolving identified problems.
• Proactively identifies patients with clinical needs such as questions concerning medications and drug interactions and refers such patients to a pharmacist.
• Participates in quality assessment and improvement activities.
• Assists in identifying improvement opportunities and in the development of new processes.
• Participates in medication safety initiatives related to LP and uses approved processes for reporting actual, prevented and near miss medication errors.
• Under the guidance of a pharmacist and direction of a Technician Supervisor or Group Leader assists in training, onboarding, and supporting fellow staff.

Minimum Qualifications:

• Basic Knowledge: High school graduate or equivalent degree required. Completion of one to two years of college preferred. Maintains current unrestricted Rhode Island Pharmacy Technician II license. Holds and maintains current National Pharmacy Technician Certification (CPhT).
• Experience: Minimum one year experience as a pharmacy technician. Commensurate experience in a related field (e.g., benefits management) may be considered in lieu of technician experience. Prior experience with specialty pharmacy services, call center customer service, prior authorization management, and/or patient financial assistance programs strongly preferred. Strong customer service presence and verbal and written communication skills necessary to effectively interact with patients, providers, nurses, and ancillary support staff required. Solid computer skills including Microsoft Office Suite, web applications, and multiple pharmacy system applications. Ability to multi-task and reprioritize as needed while maintaining accuracy and service standards. Must obtain within 3 months of hire, and maintain no less than annually thereafter, pharmacy ambulatory liaison competency requirements as demonstrated through completion of the Medication Access Program Competency Checklist, as well as disease state-specific training, accreditation updates, and other operational competencies as required.

Work Environment and Physical Requirements:

• Extended periods of time spent sitting. Work requires the visual acuity and manual dexterity necessary to operate a computer and input data using a typical keyboard and computer mouse to navigate multiple computer monitors.

Independent Action:

• Performs independently within department policies and procedures. Refers specific complex problems to supervisor where clarification of departmental policies and procedures may be required.

Supervisory Responsibility:

• None