Boston Medical Center
Medication Access Coordinator- Pharmacy Patient Liaison, Hybrid
Boston Medical Center, Brockton, Massachusetts, United States, 02411
POSITION SUMMARY
Boston Medical Center (BMC) provides a specialty pharmacy service to serve the complex medication needs of its chronic patients. BMC Specialty Pharmacy will provide patients who require specialty drugs a comprehensive service program that includes an on‑site pharmacy staffed with a care team of 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, thus driving better outcomes at lower cost. 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 at the core of supporting health system operating margin. Management of specialty patients and their drugs is done in a manner that is similar to management of sales accounts. This hybridised 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 utilising BMC's various tools and applications. It encourages patients to utilise BMC pharmacy to fully benefit from its superior patient care services. Given that the Pharmacy Patient Liaison may be located in a clinical area, seamlessly integrating with the clinic team (doctors, nurses, staff, etc.) is critical to the liaison's success. Position
Medication Access Coordinator Department
Pharmacy Patient Liaison Schedule
Full Time, Hybrid ESSENTIAL RESPONSIBILITIES / DUTIES
Patient Relationship Development and Client Sales – responsible for managing and growing the patient account base by recruiting and retaining specialty pharmacy services driven through BMC Health System • Sales and Recruitment Functions
Patient Liaisons are assigned specific responsibilities and given target goals and expectations in recruiting patients into the specialty program at BMC. Target goals are measured and evaluated consistently through various sales and reporting customer‑relationship platforms and through revenue performance of each individual specialty service line. Recruitment functions may include following up on provided leads for new business in clinic and generating leads through provider relationships or direct customer‑service engagements. • Patient Retention
Encourages patients of clinics to utilise BMC pharmacy to fully benefit from its superior patient care services. Works closely with patients to deliver a full continuum of medication adherence support by utilising our various tools and applications. Provides outbound therapy/medication adherence check‑ups by processing refills to ensure no gaps in refills/treatment. Builds relationships with patients by providing friendly, courteous and efficient service. Retention of patient business is essential for growth and is measured as closely as the sales and recruitment functions of patient liaisons. Personnel Responsibilities
Responsible for building and maintaining relationships with providers, care teams, and ancillary support necessary to sustain sales and recruitment functions Internal Relationships – developing and growing trusting relationships with providers and hospital staff to provide the highest level of care for a complex patient panel; maintaining and supporting pharmacy interdepartmental relationships and management to ensure seamless transition of patient care from clinic to pharmacy. External Relationships – developing and growing trusting relationships with patients to provide the highest level of care. Operational Responsibilities
Technically savvy, communicating at all levels of the hospital organisation and problem‑solving are required. Navigate the patient Electronic Medical Record (EMR) to effectively answer questions and/or provide documentation as needed for prior authorisations. Communicate with providers (Doctors, Nurses, Clinical Pharmacists) in person, over the phone, and through written transmission via EMR in a timely and professional manner. Communicate with Specialty Pharmacy Management, Medical Directors, and Practice Managers to provide support for new and ongoing hospital initiatives. Resolve high‑level patient care issues and situational awareness around when to involve managers or clinicians. Demonstrates resourcefulness in the face of challenges and provides workable solutions to complex problems. Has the capacity to work independently by managing workload and meeting established goals in a fast‑paced environment. Trains and supports new staff in understanding and learning the expectations for day‑to‑day operations in a specific role. Must adhere to all of BMC's RESPECT behavioural standards. (The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required). JOB REQUIREMENTS
Education
HS Diploma or G.E.D. required AA or BA preferred Certificates, Licences, Registrations Required
Requires licensure to practice pharmacy Must be currently registered as a Pharmacy Technician or Pharmacy Intern with the Board of Pharmacy in the worked‑in state. Technicians must have current active National Certification verified by PTCB or ExCPT. Experience
Must have 4‑5 years' of pharmacy experience Pharmacy Interns – must be in their 2nd year Knowledge and Skills
Excellent English oral and written communication skills required; as well as ability to communicate professionally over the phone. Excellent interpersonal skills to provide superb personalised customer service and to instil confidence and to advocate for patients; ability to explain required information to customers in a comprehensible manner. Other professional skills and qualities: organised, strong attention to detail, ability to self‑direct through multitasking and prioritising, dependable, empathetic, focused on quality service, goal oriented. Cultural sensitivity, understanding, and comfort with a wide range of social, racial and ethnic populations. Must practise discretion and confidentiality as the position deals with highly sensitive and private data. Ability to understand, explain, and actively promote the hospital's objectives through direct coordination and commitment to the program's goals. Flexibility to adapt to changes in the departmental needs including but not limited to offering assistance to other team members, adjusting assignments, etc. Highly proficient 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. Additional Preferred Qualifications
Knowledge of transplant, hepatitis C, infectious diseases (including HIV), oncology and/or other specialty medication therapies preferred. Bilingual or multilingual skills (beyond that of English) appropriate to the patient population served is a plus. Experience with submission of prior authorisation requests to third‑party payors. Familiarity with 340B drug programme and ACO hospital models. Knowledge of QS1/NRx, EPIC, Salesforce, Navinet. As part of the employment screening process, to be compliant with URAC requirements, employees hired into this role must pass a drug screen. Compensation Range
$22.36 – $31.25 per hour. This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licences as they directly relate to position requirements; as well as business/organisational needs, internal equity, and market‑competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses & merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well‑being. NOTE
This range is based on Boston‑area data and is subject to modification based on geographic location. 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.
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Boston Medical Center (BMC) provides a specialty pharmacy service to serve the complex medication needs of its chronic patients. BMC Specialty Pharmacy will provide patients who require specialty drugs a comprehensive service program that includes an on‑site pharmacy staffed with a care team of 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, thus driving better outcomes at lower cost. 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 at the core of supporting health system operating margin. Management of specialty patients and their drugs is done in a manner that is similar to management of sales accounts. This hybridised 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 utilising BMC's various tools and applications. It encourages patients to utilise BMC pharmacy to fully benefit from its superior patient care services. Given that the Pharmacy Patient Liaison may be located in a clinical area, seamlessly integrating with the clinic team (doctors, nurses, staff, etc.) is critical to the liaison's success. Position
Medication Access Coordinator Department
Pharmacy Patient Liaison Schedule
Full Time, Hybrid ESSENTIAL RESPONSIBILITIES / DUTIES
Patient Relationship Development and Client Sales – responsible for managing and growing the patient account base by recruiting and retaining specialty pharmacy services driven through BMC Health System • Sales and Recruitment Functions
Patient Liaisons are assigned specific responsibilities and given target goals and expectations in recruiting patients into the specialty program at BMC. Target goals are measured and evaluated consistently through various sales and reporting customer‑relationship platforms and through revenue performance of each individual specialty service line. Recruitment functions may include following up on provided leads for new business in clinic and generating leads through provider relationships or direct customer‑service engagements. • Patient Retention
Encourages patients of clinics to utilise BMC pharmacy to fully benefit from its superior patient care services. Works closely with patients to deliver a full continuum of medication adherence support by utilising our various tools and applications. Provides outbound therapy/medication adherence check‑ups by processing refills to ensure no gaps in refills/treatment. Builds relationships with patients by providing friendly, courteous and efficient service. Retention of patient business is essential for growth and is measured as closely as the sales and recruitment functions of patient liaisons. Personnel Responsibilities
Responsible for building and maintaining relationships with providers, care teams, and ancillary support necessary to sustain sales and recruitment functions Internal Relationships – developing and growing trusting relationships with providers and hospital staff to provide the highest level of care for a complex patient panel; maintaining and supporting pharmacy interdepartmental relationships and management to ensure seamless transition of patient care from clinic to pharmacy. External Relationships – developing and growing trusting relationships with patients to provide the highest level of care. Operational Responsibilities
Technically savvy, communicating at all levels of the hospital organisation and problem‑solving are required. Navigate the patient Electronic Medical Record (EMR) to effectively answer questions and/or provide documentation as needed for prior authorisations. Communicate with providers (Doctors, Nurses, Clinical Pharmacists) in person, over the phone, and through written transmission via EMR in a timely and professional manner. Communicate with Specialty Pharmacy Management, Medical Directors, and Practice Managers to provide support for new and ongoing hospital initiatives. Resolve high‑level patient care issues and situational awareness around when to involve managers or clinicians. Demonstrates resourcefulness in the face of challenges and provides workable solutions to complex problems. Has the capacity to work independently by managing workload and meeting established goals in a fast‑paced environment. Trains and supports new staff in understanding and learning the expectations for day‑to‑day operations in a specific role. Must adhere to all of BMC's RESPECT behavioural standards. (The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required). JOB REQUIREMENTS
Education
HS Diploma or G.E.D. required AA or BA preferred Certificates, Licences, Registrations Required
Requires licensure to practice pharmacy Must be currently registered as a Pharmacy Technician or Pharmacy Intern with the Board of Pharmacy in the worked‑in state. Technicians must have current active National Certification verified by PTCB or ExCPT. Experience
Must have 4‑5 years' of pharmacy experience Pharmacy Interns – must be in their 2nd year Knowledge and Skills
Excellent English oral and written communication skills required; as well as ability to communicate professionally over the phone. Excellent interpersonal skills to provide superb personalised customer service and to instil confidence and to advocate for patients; ability to explain required information to customers in a comprehensible manner. Other professional skills and qualities: organised, strong attention to detail, ability to self‑direct through multitasking and prioritising, dependable, empathetic, focused on quality service, goal oriented. Cultural sensitivity, understanding, and comfort with a wide range of social, racial and ethnic populations. Must practise discretion and confidentiality as the position deals with highly sensitive and private data. Ability to understand, explain, and actively promote the hospital's objectives through direct coordination and commitment to the program's goals. Flexibility to adapt to changes in the departmental needs including but not limited to offering assistance to other team members, adjusting assignments, etc. Highly proficient 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. Additional Preferred Qualifications
Knowledge of transplant, hepatitis C, infectious diseases (including HIV), oncology and/or other specialty medication therapies preferred. Bilingual or multilingual skills (beyond that of English) appropriate to the patient population served is a plus. Experience with submission of prior authorisation requests to third‑party payors. Familiarity with 340B drug programme and ACO hospital models. Knowledge of QS1/NRx, EPIC, Salesforce, Navinet. As part of the employment screening process, to be compliant with URAC requirements, employees hired into this role must pass a drug screen. Compensation Range
$22.36 – $31.25 per hour. This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licences as they directly relate to position requirements; as well as business/organisational needs, internal equity, and market‑competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses & merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well‑being. NOTE
This range is based on Boston‑area data and is subject to modification based on geographic location. 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.
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