Pharmacy Patient Liaison (Patient Care Center) - Hybrid

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 that includes: 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 considered at the core of supporting health system operating margin. This hybridized 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 utilizing BMC's various tools and applications. The Pharmacy Patient Liaison is responsible for providing technician pharmacy services with an emphasis on performing assigned tasks that require working independently and increased competency skills relating to patient medication therapy.

Position: Patient Liaison (PCC) - Hybrid

Department: Specialty Pharmacy

Schedule: Full time, Hybrid

ESSENTIAL RESPONSIBILITIES / DUTIES:

Care Center Operations

Make outbound calls to patients for refill confirmation and address verification. Make outbound calls to locations outside of BMC to request refill on the patient’s behalf when appropriate. Answer inbound calls in a timely and friendly manner. Evaluate problems and complaints of the callers and provide proper solutions to them. Respond to the needs of customers and provide personalized service. Provide information on the company's services and generate interest if appropriate.

• Ability to research needed information to provide the patient with comprehensive care 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 whenever appropriate

• Make relevant notes from customer interactions. Identifying any pharmacy related issues that customers might be struggling with or need guidance for.

• 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

Under the direct supervision of leadership, supports the department in the ethical practice of pharmacy on a daily basis by providing effective, appropriate, and safe pharmacy services. Exemplifies the creation and maintenance of a healthy work environment. A healthy work environment is one where each member of the team feels supported and held accountable for their actions based on clearly defined standards and expectations.

• Conducts interpersonal communications and assistance with patients, visitors, physicians, and fellow team members in a courteous and friendly manner. Refers patients and visitors to pharmacist or manager on matters requiring their attention. 

• Greets customers and provide a positive customer service experience and service recovery conflict resolution when appropriate; assist customers with their questions, problems and complaints in person and via the phone in professional manner; obtains information for new prescriptions, while maintaining customer / patient confidentiality.

• For prescriptions related inquiries offer a pharmacist consult.  Refer all clinician and customer clinical questions to a pharmacist as appropriate.

• Communicates to pharmacists and/or pharmacy manager on the maintenance and malfunctioning of equipment and unsafe working conditions.

• Performs the packaging and shipping preparation steps of mailing prescriptions to patients with accuracy.

• High level functioning individual with an ability to perform assigned and responsible tasks independently.

Patient Retention

• Encourages patients of clinics to utilize BMC pharmacy to fully benefit from its superior patient care services

• Work closely with patients to deliver a full continuum of medication adherence support by utilizing our various tools and applications

• Responsible for ensuring patient outcomes