At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence.
Summary
The Specialty Pharmacy Liaison is responsible for supporting standardization and optimization of specialty pharmacy services across Bon Secours Mercy Health. The goal for the Specialty Pharmacy Liaison is to ensure proper processing and problem solving of specialty medications and other medications supported by pharmacy and to provide patients and provider offices a high level of service. The Specialty Pharmacy Liaison is responsible for providing excellent customer service via phone and occasional direct patient contact, receiving patient prescriptions, reviewing the medication list with a patient, answering phones and triaging phone calls to the pharmacist as necessary, and helping maintain the pharmacy in proper order. The Specialty Pharmacy Liaison will help patients receive their medications in the most convenient way possible and at the lowest cost possible, including facilitating third party billing and helping provide patients with comprehensive financial advocacy to help lower their drug cost. The Specialty Pharmacy Liaison will work proactively with patients, providers and their clinic staff, and the specialty pharmacy team to provide superior customer service.
Essential Job Functions
Process prescription information in the computer system
Assist in complete and accurate billing of third-party payer plans
Ensure accurate and safe processing of prescription information
Review patient profile for accuracy
Assist customers with prescriptions and/or other products
Complete specialty pharmacy orders to meet customer needs
Demonstrate ability to respond to customer/co-worker questions or concerns in an appropriate and customer-focused manner
Assist in the preparation and coordination and delivery of medications and supplies as assigned
Receive prescriptions from patients provider; gather customer information per department policy
Prepare Coordinate prescription drug therapy for patients in an accurate and timely fashion in accordance with all legal requirements, regulatory agencies and Bon Secours Mercy Health policy
Document appropriately and maintain updated patient charts
Ensure refill dates are documented appropriately in order to prevent patient's missing a dose
Assist the pharmacist in identifying patient problems and issues
Authorizations
Access, maintain, and update patient accounts and charts
Assist with obtaining prior authorizations
Assist the specialty team and provider's office in appealing denials, where appropriate
Work closely with office staff to ensure refill authorizations are proactively obtained
Coordinate and ensure appropriate medication delivery
Coordinate delivery of medications, supplies and equipment to patients or other areas as assigned
Complete order taking, verifying Verify proper patient information
Listen to customer concerns
Complete the work of a pharmacy technician as required
Answer phone calls, faxes, and computer requests in a timely manner
Cross train and cover all department technician areas assigned
Train other staff members and students as needed
Assist in maintenance of the pharmacy to reflect a clean and well-stocked condition on a daily basis
Provide initial patient set up to establish account with the specialty pharmacy
Verify patient insurance coverage
Assist patients in working with insurance companies
Research to optimize patient-specific and drug-specific copay assistance
Provide recommendations on additional funding sources
Contact insurance carriers, benefits offices and patients to determine new and ongoing coverage levels:
Verify insurance information and level of coverage
Inform patient of pharmacy benefits coverage
Assist patient with the specialty pharmacy process for non-participating pharmacy for patient ease in out-of-network situations
Plan and schedule patient deliveries with respect to efficiency, time, priority, product specific shipping needs, and cost effectiveness
Communicate with internal departments and external specialty pharmacies to ensure customer needs are met
Evaluate delivery requirements and ensure timely and accurate delivery
Proactively communicate with patients when there are delivery delays
Determine best method of delivery with relationship to location and time constraints (Fed Ex, UPS, Courier, Mail, or other modes as necessary)
Coordinate the receipt of initial shipments
Other Job Functions:
Adheres to Bon Secours Mercy Health rules, regulations, and polices
Demonstrates Commitment to Customers
Is aware of different customer needs/desires
Takes action to meet customer needs/desires with respect to customer diversity
Helps improve processes to meet customer needs
Suggests and acts on ideas to improve overall customer service
Respects confidentiality and shares information with only those that need to know
Problem solve issues as they arise to meet internal and external customer needs
Demonstrates Commitment to Fellow Employees
Seeks to understand and value differences between employees
Treats other employees with dignity and respect
Demonstrates open, honest communication and behavior
Resolves conflict in a positive manner
Contributes to the productivity of the workgroup
Demonstrates Commitment to Bon Secours Mercy Health
Lives the values of dignity, integrity, service, and compassion
Supports the mission/vision
Speaks positively about Bon Secours Mercy Health
Chooses to make Bon Secours Mercy Health a better place
Provide feedback for continual process improvement
Performs other duties as assigned. Assists and supports other departments when needed
This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.
Employment Qualifications
Education Qualifications -
Required Minimum Education: High School or GED
Preferred Education: Bachelor's Degree,
Graduate of Pharmacy Technician Course
Licensing/ Certification -
Licensure/Certification Required: Applicable state board-certified Pharmacy Technician License, National Certified Pharmacy Technician or Pharmacy Technician License
Minimum Qualifications
Minimum Years and Type of Experience
Minimum of 1-year experience in provider clinic, specialty and/or retail pharmacy
Other Knowledge, Skills and Abilities Required
Diverse and highly developed skill set including but not limited to: time-management, communication, creativity, vision, teamwork, leadership, clinical knowledge base/skills, mentorship, change management, and project management. Must possess:
Ability to work independently with minimal supervision
Strong computer skills with knowledge of various software programs including Microsoft products
Excellent organizational, analytical, and problem-solving skills
Ability to build strong relationships within and outside of the pharmacy including physician office staff, payers, and patients
Ability to manage a variety of complex issues
Ability to adapt to an ever-changing environment
Proficiency with telephone and office equipment
Other Knowledge, Skills and Abilities Preferred
3 years' experience in a professional healthcare environment preferred (may include call center or medical office)
Experience with EPIC electronic medical record functionality
Proficiency in Microsoft Office (Outlook, Excel, Word and PowerPoint)
Ability to use available merchandising resources
Knowledge of drug wholesalers and ordering systems
Understanding of cold-chain distribution
Understanding of HIPAA and confidentiality of patient information
Many of our opportunities reward* your hard work with:
Comprehensive, affordable medical, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/AD&D
Employer contributions to retirement savings plan when eligible
Paid time off
Educational Assistance
And much more
*Benefits offerings vary according to employment status
All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health - Youngstown, Ohio or Bon Secours - Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com