Patient Services Liaison

Patient Services Liaison

The Patient Services Liaison will be the primary point of contact for ambulatory pharmacy access and affordability services. The work will involve routine interaction with office staff to provide patient access services, communication and guidance to ensure patients receive timely access to medication therapy. The liaison will also be responsible for establishing and maintaining strong relationships with the client and demonstrating accountability for service delivery. This role provides subject matter expertise relating to retail pharmacy access and affordability and consults directly with clinic staff and physicians to refer patients to the appropriate pharmacy based on the health system's established process. The associate will work collaboratively with the health system client to execute established marketing and business development plans to support the increased utilization of internal health system pharmacy services. The liaison will work both independently and with other team members to facilitate benefits verification and prior authorizations services for patients.

Location: On-site roles in Hanford, CA, Reedley, CA and Bakersfield, CA.

The candidate in this position can hold either a Pharmacy Technician or Medical Assistant Certification

Responsibilities:

• Provide liaison services for patients requiring high-cost retail prescription therapies & infusion therapies, focused on navigation of prescription related access and affordability barriers. Effectively processing prior authorizations, identifying and securing patient assistance and routing prescriptions to the appropriate pharmacy. Coordinating the communication between patients, providers, staff, pharmacy and payers.
• Provide subject matter expertise in retail pharmacy prescription & infusion therapy access and processing. Routinely interfacing with office staff, providers and leadership to proactively identify and address areas for process improvement to drive improved patient access and prescription internalization.
• For the assigned clinic(s) serve as the primary contact for high cost prescription access and affordability. Responsible for maintaining effective and complete communication to stakeholders and appropriate documentation within electronic health records, pharmacy dispensing systems and other systems as specified.
• Responsible for providing education to providers, clinic staff and patients on the value of prescription fulfillment through the client health system pharmacy. Providing world class customer service and timely execution of assigned tasks to drive trust and satisfaction with patients and providers.
• Works with the internal client pharmacy to facilitate and coordinate delivery of the prescriptions to patients. Actively contributes to activity tracking and KPI reporting to enable continuous quality improvement and program performance assessment.
• Participates in client and clinic meetings, contributing content and leading discussions relating to prescription access as needed.
• Support the clinic during operating hours and work extended hours when needed to ensure patients receive their medication and to complete business plan objectives. Provide backup coverage to support clients and patients in the event of absence of other assigned resources.
• Work both in clinic (or multiple clinics as assigned) and support from an approved remote location as the client needs dictate. Demonstrate the ability to provide a high level of support from both settings
• Perform other related duties as assigned.

Education:

• Retail pharmacy technician experience 1-3 years
• Active pharmacy technician licensure / certification in the corresponding state

Skills and Knowledge:

• Experience working with prior authorizations and copay assistance programs
• Lead tech or other leadership experience a plus (not required)
• Proficiency in Microsoft Office particularly Word and Excel
• Ability to quickly learn other systems and programs (pharmacy dispensing software, electronic health records, etc.)
• High level of organization and high quality communication skills