Boston Medical Center (BMC)
Pharmacy Patient Liaison - Medication Access Coordinator, Hybrid
Boston Medical Center (BMC), Boston, Massachusetts, us, 02298
Overview
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. It combines patient service delivery with business performance, delivering a full continuum of medication adherence support by utilizing BMC's tools and applications. The Pharmacy Patient Liaison provides technician pharmacy services with tasks that can be performed independently with increasing competency in patient medication therapy.
Position Pharmacy Patient Liaison
Department Pharmacy-Amb Care Specialist
Schedule Full Time
Essential Responsibilities / Duties
Care Center Operations: 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. 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 as appropriate
Make relevant notes from customer interactions and identify any pharmacy-related issues
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
Additional Responsibilities
Under the direct supervision of leadership, support the department in ethical pharmacy practice by providing effective, appropriate, and safe pharmacy services. Contribute to a healthy work environment where team members are supported and held accountable to defined standards.
Interpersonal communications: assist patients, visitors, physicians, and team members in a courteous manner; refer patients to a pharmacist or manager when needed.
Greets customers and provides a positive customer service experience; assists with questions, problems, and complaints; maintains patient confidentiality.
Offer pharmacist consults for prescription-related inquiries; refer clinical questions to a pharmacist as appropriate.
Communicate with pharmacists, pharmacy managers, and other staff about equipment maintenance and safety issues.
Package and ship prescriptions to patients with accuracy.
Demonstrate ability to work independently and manage multiple tasks in a fast-paced environment.
Patient Relationship Development – manage and grow ambulatory pharmacy services driven through BMC Health System.
Patient Retention
Retain patient business as part of growth; build relationships with patients to provide friendly, courteous, and efficient service.
Provide outbound therapy/medication adherence check-ups and process refills to avoid gaps in treatment.
Work closely with patients to deliver a full continuum of medication adherence support using various tools and applications.
Encourage patients to utilize BMC pharmacy services for enhanced care.
Personnel & Operational Relationships
Build and maintain relationships with providers, care teams, and ancillary support to sustain sales and recruitment functions.
Develop and nurture relationships with providers, hospital staff, and patients to ensure high-quality care and seamless transitions of patient care from clinic to pharmacy.
Navigate patient EMR to answer questions and provide documentation for prior authorizations as needed.
Communicate with doctors, nurses, and pharmacists to support hospital initiatives; address high-level patient care issues with appropriate escalation.
Train and support new staff in day-to-day operations for the role.
Other Duties
Possess competency to train/mentor other technician team members and participate in staff development.
Possess competency to participate in special projects and tasks as assigned by management.
Education & Requirements
Requires a high school diploma (or state accepted equivalency). AA or BA preferred
Certificates, Licenses, Registrations Required
Must be currently registered as a Pharmacy Technician with the Board of Pharmacy in Massachusetts.
Pharmacy Technicians must have current active National Certification verified by PTCB
Experience
Must have 4-5 years\' of pharmacy experience
Knowledge And Skills
Excellent English oral and written communication skills; ability to communicate professionally over the phone.
Excellent interpersonal skills to provide superb personalized customer service and to advocate for patients; ability to explain information clearly.
Organized, detail-oriented, self-directed, dependable, empathetic, and goal-oriented.
Cultural sensitivity and ability to work with diverse populations.
Must practice discretion and confidentiality with sensitive data.
Ability to understand and promote the hospital’s objectives; adaptability to changing needs.
Proficiency in Microsoft Office (Excel, Word, Outlook) and ability to learn other applications; ability to extract necessary information.
Additional Preferred Qualifications
Knowledge of weight loss medication therapies preferred.
Bilingual or multilingual skills helpful.
Experience with prior authorization submissions to third-party payors.
Familiarity with 340B program and ACO hospital models.
Knowledge of QS1/NRx, EPIC, Salesforce, Navinet.
As part of employment screening, must pass a drug screen.
Equal Opportunity Employer Equal Opportunity Employer/Disabled/Veterans
According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website and applications are received only through our website. We do not ask or require downloads of any applications, or “apps” — job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Hospitals and Health Care
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Position Pharmacy Patient Liaison
Department Pharmacy-Amb Care Specialist
Schedule Full Time
Essential Responsibilities / Duties
Care Center Operations: 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. 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 as appropriate
Make relevant notes from customer interactions and identify any pharmacy-related issues
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
Additional Responsibilities
Under the direct supervision of leadership, support the department in ethical pharmacy practice by providing effective, appropriate, and safe pharmacy services. Contribute to a healthy work environment where team members are supported and held accountable to defined standards.
Interpersonal communications: assist patients, visitors, physicians, and team members in a courteous manner; refer patients to a pharmacist or manager when needed.
Greets customers and provides a positive customer service experience; assists with questions, problems, and complaints; maintains patient confidentiality.
Offer pharmacist consults for prescription-related inquiries; refer clinical questions to a pharmacist as appropriate.
Communicate with pharmacists, pharmacy managers, and other staff about equipment maintenance and safety issues.
Package and ship prescriptions to patients with accuracy.
Demonstrate ability to work independently and manage multiple tasks in a fast-paced environment.
Patient Relationship Development – manage and grow ambulatory pharmacy services driven through BMC Health System.
Patient Retention
Retain patient business as part of growth; build relationships with patients to provide friendly, courteous, and efficient service.
Provide outbound therapy/medication adherence check-ups and process refills to avoid gaps in treatment.
Work closely with patients to deliver a full continuum of medication adherence support using various tools and applications.
Encourage patients to utilize BMC pharmacy services for enhanced care.
Personnel & Operational Relationships
Build and maintain relationships with providers, care teams, and ancillary support to sustain sales and recruitment functions.
Develop and nurture relationships with providers, hospital staff, and patients to ensure high-quality care and seamless transitions of patient care from clinic to pharmacy.
Navigate patient EMR to answer questions and provide documentation for prior authorizations as needed.
Communicate with doctors, nurses, and pharmacists to support hospital initiatives; address high-level patient care issues with appropriate escalation.
Train and support new staff in day-to-day operations for the role.
Other Duties
Possess competency to train/mentor other technician team members and participate in staff development.
Possess competency to participate in special projects and tasks as assigned by management.
Education & Requirements
Requires a high school diploma (or state accepted equivalency). AA or BA preferred
Certificates, Licenses, Registrations Required
Must be currently registered as a Pharmacy Technician with the Board of Pharmacy in Massachusetts.
Pharmacy Technicians must have current active National Certification verified by PTCB
Experience
Must have 4-5 years\' of pharmacy experience
Knowledge And Skills
Excellent English oral and written communication skills; ability to communicate professionally over the phone.
Excellent interpersonal skills to provide superb personalized customer service and to advocate for patients; ability to explain information clearly.
Organized, detail-oriented, self-directed, dependable, empathetic, and goal-oriented.
Cultural sensitivity and ability to work with diverse populations.
Must practice discretion and confidentiality with sensitive data.
Ability to understand and promote the hospital’s objectives; adaptability to changing needs.
Proficiency in Microsoft Office (Excel, Word, Outlook) and ability to learn other applications; ability to extract necessary information.
Additional Preferred Qualifications
Knowledge of weight loss medication therapies preferred.
Bilingual or multilingual skills helpful.
Experience with prior authorization submissions to third-party payors.
Familiarity with 340B program and ACO hospital models.
Knowledge of QS1/NRx, EPIC, Salesforce, Navinet.
As part of employment screening, must pass a drug screen.
Equal Opportunity Employer Equal Opportunity Employer/Disabled/Veterans
According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website and applications are received only through our website. We do not ask or require downloads of any applications, or “apps” — job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Hospitals and Health Care
#J-18808-Ljbffr