Pharmacy Ambulatory Liaison

Summary:

Reports to Supervisor Medication Access Program. Under the supervision of a pharmacist and direction of the Pharmacy Technician Supervisor or Technician Group Leader performs advanced technical functions to create affordable accessible and reliable pharmacy services for our patients. Interacts effectively and compassionately with customers patients and families. Interacts effectively and professionally with other health care providers at all levels including but not limited to providers nurses and support personnel. Obtains accurate and necessary patient information needed to process prescriptions and payment transactions. Accesses inputs and retrieves information using multiple pharmacy system applications.

Lifespan employees are expected to embrace Lifespan's mission of "Delivering health with care" and successfully role model Lifespan's values of Compassion Accountability Respect and Excellence as these guide our everyday actions with patients customers and one another.

Responsibilities:

Exhibits a friendly pleasant and helpful nature demonstrating a strong customer service orientation when interacting with customers/patients providers nurses and support personnel. Maintains and supports pharmacy interdepartmental relationships to ensure seamless transition of patient care from clinic to pharmacy.

Participates in the growth of the Lifespan Pharmacy patient population through recruitment of ambulatory care patients. Responds to questions relative to cost and availability of medication and pharmaceutical supplies. Informs customers/patients providers and support personnel of wait times and any issues regarding drug availability including advising on the refill authorization process for expired prescription orders. Educates patients on the features and value of the Lifespan Pharmacy Specialty Drug Patient Management Program (SDPMP).

Protects and maintains customer/patient confidentiality in accordance with Health Insurance Portability and Accountability Act (HIPAA) guidelines. Collects customer/patient personal information necessary for filling prescriptions benefits investigation prior authorization and/or financial assistance application including but not limited to name address date of birth and insurance information. Enters pertinent customer/patient data into appropriate organization systems in order to ensure accurate charging for services and processing of insurance billing/payment as well as customer/patient co-pay information.

Encourages patient retention through the development of individual relationships with assigned patients. Proactively contacts patients via phone in-person or other supervisor approved modality to assess patient need for medication including estimations of patient adherence such as medication supply on hand. Assists patients/customers in resolving identified problems. Proactively identifies patients with clinical needs such as questions concerning medications and drug interactions and refers such patients to a pharmacist.

Conducts a benefits investigation for all patients new to the pharmacy and identifies coverage details that the patient or patients representative is unable to provide. Secures therapy related financial assistance for patients whenever possible including but not limited to manufacturer assistance programs and nationally recognized foundations. Navigates the electronic health record (EHR) to effectively answer questions and provide documentation as needed for prior authorizations and/or financial assistance application. Refers patients to medication manufacturer assistance programs and/or provides assistance with application to said programs when applicable.

Secures medication refills and prior authorization renewals proactively. Assists pharmacists in identifying ancillary supplies necessary for select medications including but not limited to sharps containers needles/syringes alcohol swabs and bandages that may not have been prescribed for the patient

Participates in quality assessment and improvement activities. Assists in identifying improvement opportunities and in the development of new processes. Participates in medication safety initiatives related to the Lifespan Pharmacy and uses approved processes for reporting actual prevented and near miss medication errors.

Under the guidance of a pharmacist and direction of a Technician Supervisor or Group Leader assists in training onboarding and supporting fellow staff.

Rotates to all applicable Lifespan Pharmacy work assignments as needed contingent upon demonstrated competency and knowledge.

Performs other duties as assigned.

Other information:

BASIC KNOWLEDGE:

High school graduate or equivalent degree required. Completion of one to two years of college preferred.

Maintains current unrestricted Rhode Island Pharmacy Technician licensure.

Holds and maintains current National Pharmacy Technician Certification (CPhT) or has a minimum of one-year licensed pharmacy technician work experience sits for national Pharmacy Technician Certification (CPhT) exam within first 6 months of hire and achieves and maintains national Pharmacy Technician Certification (CPhT) within 12 months of hire. Applies for and obtains RI Technician II license immediately after notification of successful CPhT certification.

EXPERIENCE:

Minimum one year experience as a pharmacy technician. Commensurate experience in a related field (e.g. benefits management) may be considered in lieu of technician experience. Prior experience with specialty pharmacy services call center customer service prior authorization management and/or patient financial assistance programs strongly preferred.

Strong customer service presence and verbal and written communication skills necessary to effectively interact with customers/patients providers nurses and ancillary support staff required.

Solid computer skills including Microsoft Office Suite web applications and multiple pharmacy system applications.

Ability to multi-task and reprioritize as needed while maintaining accuracy and service standards.

Must obtain within 3 months of hire and maintain no less than annually thereafter pharmacy ambulatory liaison competency requirements as demonstrated through completion of the Medication Access Program Competency Checklist as well as disease state-specific training accreditation updates and other operational competencies as required.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

Extended periods of time spent sitting.

Work requires the visual acuity and manual dexterity necessary to operate a computer and input data using a typical keyboard and computer mouse to navigate multiple computer monitors.

INDEPENDENT ACTION:

Performs independently within department policies and procedures.

Refers specific complex problems to supervisor where clarification of departmental policies and procedures may be required.

SUPERVISORY RESPONSIBILITY:

None.

Lifespan is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status. Lifespan is a VEVRAA Federal Contractor.

Location: The Miriam Hospital USA:RI:Providence

Work Type: Full Time

Shift: Shift 4

Union: Non-Union