Pharmacy Ambulatory Liaison
3 weeks ago
We are seeking a highly skilled Pharmacy Ambulatory Liaison to join our team at Lifespan. The successful candidate will be responsible for providing exceptional customer service, ensuring seamless transitions of patient care, and promoting the growth of our ambulatory care patient population.
Key Responsibilities- Exhibit a friendly, pleasant, and helpful nature when interacting with customers, patients, providers, nurses, and support personnel.
- Maintain and support pharmacy interdepartmental relationships to ensure seamless transitions of patient care from clinic to pharmacy.
- Participate in the growth of the Lifespan Pharmacy patient population through recruitment of ambulatory care patients.
- Respond to questions relative to cost and availability of medication and pharmaceutical supplies.
- Inform 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.
- Protect and maintain customer/patient confidentiality in accordance with Health Insurance Portability and Accountability Act (HIPAA) guidelines.
- Collect customer/patient personal information necessary for filling prescriptions, benefits investigation, prior authorization, and/or financial assistance application.
- Enter pertinent customer/patient data into appropriate organization systems to ensure accurate charging for services and processing of insurance billing/payment as well as customer/patient co-pay information.
- Encourage patient retention through the development of individual relationships with assigned patients.
- Proactively contact 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.
- Assist patients/customers in resolving identified problems.
- Proactively identify patients with clinical needs, such as questions concerning medications and drug interactions, and refer such patients to a pharmacist.
- Conduct a benefits investigation for all patients new to the pharmacy and identify coverage details that the patient or patient's representative is unable to provide.
- Secure therapy-related financial assistance for patients whenever possible, including but not limited to manufacturer assistance programs and nationally recognized foundations.
- Navigate the electronic health record (EHR) to effectively answer questions and provide documentation as needed for prior authorizations and/or financial assistance application.
- Refer patients to medication manufacturer assistance programs and/or provide assistance with application to said programs when applicable.
- Secure medication refills and prior authorization renewals proactively.
- Assist 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.
- Participate in quality assessment and improvement activities.
- Assist in identifying improvement opportunities and in the development of new processes.
- Participate in medication safety initiatives related to the Lifespan Pharmacy and use 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, assist in training, onboarding, and supporting fellow staff.
- Rotate to all applicable Lifespan Pharmacy work assignments as needed, contingent upon demonstrated competency and knowledge.
- Perform other duties as assigned.
- 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.
- 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.
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