Pharmacy Patient Liaison - Medication Access Coordinator, Hybrid

POSITION SUMMARY:

The Pharmacy Patient Liaison is a unique role that provides integrated support to patients and pharmacists by providing a 'hands‑on' approach to total quality patient care. This position is considered essential to the growth and maintenance of the specialty pharmacy business line and is considered at the core of supporting health system operating margin. This hybridized role is a unique combination of patient service delivery and business performance.

The Pharmacy Patient Liaison works closely with patients to deliver a full continuum of medication adherence support by using BMC's various tools and applications. The Pharmacy Patient Liaison is responsible for providing technician pharmacy services with an emphasis on performing assigned tasks that require working independently with increased competency skills relating to patient medication therapy.

Make outbound calls to patients for medication confirmation and address verification. Answer inbound calls in a timely and friendly manner. Evaluate problems and complaints of the callers and provide proper solutions to them. Respond to the needs of customers and provide personalized service. Provide information on the company's services and generate interest if appropriate.

• Research needed information using available resources
• Process orders, forms, and applications such as initiating prior authorizations, copay assistance or connecting patient with financial services
• Route calls to other team members whenever appropriate
• Make relevant notes from customer interactions. Identifying any pharmacy related issues that customers might be struggling with or need guidance for.
• Report on customer feedback
• Follow‑up on customer calls and voicemail
• Boost customer loyalty by offering exceptional care and a positive experience over the phone

Under the direct supervision of leadership, supports the department in the ethical practice of pharmacy on a daily basis by providing effective, appropriate, and safe pharmacy services. Exemplifies the creation and maintenance of a healthy work environment. A healthy work environment is one where each member of the team feels supported and held accountable for their actions based on clearly defined standards and expectations.

• Conducts interpersonal communications and assistance with patients, visitors, physicians, and fellow team members in a courteous and friendly manner. Refers patients and visitors to pharmacist or manager on matters requiring their attention.
• Greets customers and provides a positive customer service experience and service recovery conflict resolution when appropriate; assists customers with their questions, problems and complaints in person and via the phone in professional manner; obtains information for new prescriptions while maintaining customer / patient confidentiality.
• For prescription related inquiries offers a pharmacist consult. Refers all clinical and customer clinical questions to a pharmacist as appropriate.
• Communicates to pharmacists and/or pharmacy manager on the maintenance and malfunctioning of equipment and unsafe working conditions.
• Performs the packaging and shipping preparation steps of mailing prescriptions to patients with accuracy.
• High level functioning individual with an ability to perform assigned and responsible tasks independently.
• Patient Relationship Development – Responsible for managing and growing ambulatory pharmacy services driven through BMC Health System

• Patient Retention
  • Retention of patient business is essential for growth and thus is measured as closely as the sales and recruitment functions of patient liaisons.
  • Build relationships with patients by providing friendly, courteous and efficient service.
  • Provide outbound therapy/medication adherence check‑ups by processing refills to ensure no gaps in refills/treatment.
  • Work closely with patients to deliver a full continuum of medication adherence support by utilizing our various tools and applications.
  • Encourages patients of clinics to utilize BMC pharmacy to fully…