Pharmacy Patient Liaison - Medication Access Coordinator

Position Summary

Boston Medical Center (BMC) provides a specialty pharmacy service to serve the complex medication needs of its chronic patients. BMC Specialty Pharmacy offers patients who require specialty drugs a comprehensive service program that includes an on‑site pharmacy staffed with a care team that includes pharmacists, pharmacy technicians, and pharmacy liaisons. The cornerstone of BMC’s specialty pharmacy approach is an unparalleled level of integration with the clinical team coupled with highly personalized service, driving better outcomes at lower cost.

The Pharmacy Patient Liaison is a unique role that provides integrated support to patients and pharmacists by delivering a hands‑on approach to total quality patient care. This position is essential to the growth and maintenance of the specialty pharmacy business line and supports health system operating margin. Management of specialty patients and their drugs is handled in a sales‑account style.

The hybrid role combines patient service delivery with business performance. The Pharmacy Patient Liaison works closely with patients to deliver a full continuum of medication adherence support by utilizing BMC’s tools and applications, encouraging clinic patients to use BMC pharmacy, and seamlessly integrating with the clinic team (doctors, nurses, staff, etc.) for success.

Specialty Pharmacy, Brighton

Full Time

• Patient Relationship Development and Client Sales
  • Manage and grow patient account base through recruitment and retention of specialty pharmacy services across the BMC Health System.
  • Target‑goal assigned for recruitment of patients into the specialty program at BMC.
  • Measure and evaluate progress via sales and reporting platforms and revenue performance of each specialty service line.
  • Follow up on leads in clinic and generate leads through provider relationships and direct customer service engagements.
  • Encourage clinic patients to use BMC pharmacy to benefit from superior patient care services.
  • Work closely with patients to deliver medication adherence support using BMC tools and applications.
  • Provide outbound therapy/medication adherence check‑ups and process refills to ensure no gaps in treatment.
  • Build relationships with patients by providing friendly, courteous, and efficient service.
  • Retention of patient business is measured as closely as sales and recruitment functions.
• Personnel Responsibilities
  • Build and maintain relationships with providers, care teams, and ancillary support necessary to sustain sales and recruitment functions.
  • Internal Relationships
    • Develop trusting relationships with providers and hospital staff to provide highest level of care for complex patient panels.
    • Maintain and support pharmacy interdepartmental relationships and management for seamless patient care transition from clinic to pharmacy.
  • External Relationships
    • Develop trusting relationships with patients to provide highest level of care.
• Operational Responsibilities
  • Technical savvy, communicate at all hospital levels, and problem‑solve.
  • Navigate patient EMR to answer questions and provide documentation for prior authorizations.
  • Communicate with providers (doctors, nurses, clinical pharmacists) in person, over the phone, and via written EMR transmission.
  • Communicate with specialty pharmacy management, medical directors, and practice managers to support new and ongoing hospital initiatives.
  • Resolve high‑level patient care issues and determine when to involve managers and clinicians.
  • Demonstrate resourcefulness and provide workable solutions to complex problems.
  • Work independently to manage workload and meet goals in a fast‑paced environment.
  • Train and support new staff on day‑to‑day operations expectations.
• Adhere to all of BMC’s RESPECT behavioral standards.

• HS Diploma or G.E.D. required.
• AA or BA preferred.

• Must be registered as a Pharmacy Technician or Pharmacy Intern with the Board of Pharmacy upon hire date.
• Technicians must have current active National Certification verified by PTCB or ExCPT.

• Must have 4-5 years’ of pharmacy experience.
• Pharmacy interns…