Pharmacy Liaison: (PTCB/ExCPT) Siganture Healthcare, MA

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POSITION SUMMARY:

As our Pharmacy Liaison, you will play a pivotal position serves as the bridge between patients and pharmacists, employing a hands-on approach to deliver top-tier patient care. You will have a strong focus on customer service, serving as a pillar in reshaping both patient care and business excellence. It is more than a mere job; it is an integral component of our specialty pharmacy's growth and success, with a direct impact on the health system's operating margins. In this exciting role, handling specialty patients and their medications is like a skilled craft, much like nurturing valuable sales accounts. It is all about blending top-notch patient service with outstanding business performance, making it a one-of-a-kind and essential part of what we do.

Clearway Health and our Client Partner, Signature Healthcare:

This position will be located on site at our client partner, Signature Healthcare, founded as Brockton Hospital in 1896, a not-for-profit, integrated healthcare system providing a wide range of services to patients of all ages throughout Southeastern Massachusetts. They are comprised of the award-winningSignature Healthcare Brockton Hospital,Signature Medical Group (SMG), a multi-specialty physician group of more than 150 physicians practicing in 15 ambulatory locations, and theBrockton Hospital School of Nursing. At Signature Healthcare, they are transforming how healthcare is delivered by providing integrated care to their patients. They bring together hospitals, healthcare providers, and community medical offices to create a seamless patient experience. This approach improves the quality of care, reduces costs and makes it easier for patients to get the care they need.

ESSENTIAL RESPONSIBILITIES/DUTIES:

• Patient Relationship Development and Client Sales - You will focus on sales/customer service with the goal of expanding your patient account base by enrolling and retaining specialty pharmacy services offered through Clearway Health.
• Sales and Enrollment: Accomplish and set goals for enrolling patients into the Clearway Health Specialty Pharmacy program. Your success is measured consistently and evaluated through various sales and reporting platforms, focusing on customer relationships and the revenue performance of each individual specialty service line. You are responsible for performing enrollment functions, including following up on provided leads for new business and generating leads through your provider relationships or direct customer service engagements.
• Patient Retention: Build relationships with patients by offering them friendly, courteous, and efficient service, all while encouraging them to use Clearway Health to access its top-notch patient care services. You work closely with patients, delivering a full continuum of medication adherence support through various tools and applications. You provide outbound therapy/medication adherence check-ups by processing refills to eliminate any gaps.
• Personnel Responsibilities: You are responsible for building and maintaining relationships with providers, care teams, and ancillary support to ensure the continuity of sales and enrollment functions.

Internal Relationships:

• Develop and nurture trusting relationships to deliver the highest level of care for complex patients.
• Maintain and support pharmacy interdepartmental relationships and management, ensuring a smooth transition of patient care from clinic to pharmacy.

External Relationships:

• Take the lead in creating and developing strategic partnerships with various healthcare professionals, providing them with the necessary information and support to ensure successful patient care transitions.

Operational Responsibilities:

• Skillfully navigate the patient Electronic Medical Record (EMR) to answer questions and provide documentation as needed for specialty pharmacy prior authorizations.
• *Maintain effective communication with various healthcare professionals, such as doctors, nurses, clinical pharmacists, and practice managers, both in person, over the phone, and through written transmissions via EMR. Your interactions are consistently timely and professional, supporting new and ongoing initiatives.
• Excel at resolving high-level patient care issues, knowing when to involve managers or clinicians when needed. Your resourcefulness shines through when facing challenges, offering practical solutions to complex problems.
• Capacity to work independently is evident as you manage your workload and consistently meet established goals in a fast-paced environment.
• You will play a vital role in training and supporting new hires, helping them understand and meet the expectations for day-to-day operations in their specific roles.

EDUCATION:

• High School diploma or G.E.D. required, higher level education preferred.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• Active and unrestricted Pharmacy Technician license with the Board of Pharmacy in the respective state of application is required.
• Active and unrestricted National Certification verified by PTCB or ExCPT.

EXPERIENCE:

• 2+ years of direct pharmacy experience required.

KNOWLEDGE AND SKILLS:

• Excellent verbal and written English communication skills required; as well as ability to communicate professionally over the phone.
• Excellent interpersonal skills to provide superb, personalized customer service to instill confidence and advocate for patients; ability to explain required information to customers in a comprehensible manner.
• Organized, strong attention to detail, ability to self-direct through multitasking and prioritizing, dependable, empathetic, focused on quality service, goal oriented.
• Cultural sensitivity, understanding, and comfort with a wide range of social, racial, and ethnic populations.
• Must practice discretion and confidentiality as position deals with extremely sensitive and confidential data.
• Ability to understand, explain, and actively promote the clients' objectives through direct coordination and commitment to the program's goals.
• Flexibility to adapt to changes in the departmental needs (i.e., assisting other team members, adjusting assignments, etc.).
• High proficiency in Microsoft Office, particularly Excel, Word, and Outlook. Ability to quickly learn other relevant applications that support management of patient care and assigned responsibilities; and ability to extract necessary information.

SPECIAL WORKING CONDITIONS (ON-CALL, TRAVEL, SHIFT, COVERAGE):
Clearway Health Specialty Pharmacies, serving patients in hospitals, health systems, and communities, may require employees at client sites to work on company-recognized holidays, with eligibility for holiday pay.