Everyone who works with Mercy Health is united under one purpose: to help our patients be well in mind, body and spirit. This drive, along with our history of faith, is a powerful combination. It gives us a shared calling to work toward every day. Join our exceptional team and help us continue to provide the highest quality of health care possible to our communities.

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 plansEnsure accurate and safe processing of prescription informationReview patient profile for accuracy

Assist customers with prescriptions and/or other products

Complete specialty pharmacy orders to meet customer needsDemonstrate 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 policyPrepare 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 policyDocument appropriately and maintain updated patient chartsEnsure refill dates are documented appropriately in order to prevent patient’s missing a doseAssist the pharmacist in identifying patient problems and issues

Authorizations

Access, maintain, and update patient accounts and chartsAssist with obtaining prior authorizationsAssist the specialty team and provider’s office in appealing denials, where appropriateWork 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 assignedComplete order taking, verifying Verify proper patient informationListen to customer concerns

Complete the work of a pharmacy technician as required

Answer phone calls, faxes, and computer requests in a timely mannerCross train and cover all department technician areas assignedTrain other staff members and students as neededAssist 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 coverageAssist patients in working with insurance companiesResearch to optimize patient-specific and drug-specific copay assistanceProvide 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 coverageInform patient of pharmacy benefits coverageAssist 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 metEvaluate delivery requirements and ensure timely and accurate deliveryProactively communicate with patients when there are delivery delaysDetermine 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 policesDemonstrates Commitment to CustomersIs aware of different customer needs/desiresTakes action to meet customer needs/desires with respect to customer diversityHelps improve processes to meet customer needsSuggests and acts on ideas to improve overall customer serviceRespects confidentiality and shares information with only those that need to knowProblem solve issues as they arise to meet internal and external customer needsDemonstrates Commitment to Fellow EmployeesSeeks to understand and value differences between employeesTreats other employees with dignity and respectDemonstrates open, honest communication and behaviorResolves conflict in a positive mannerContributes to the productivity of the workgroupDemonstrates Commitment to Bon Secours Mercy HealthLives the values of dignity, integrity, service, and compassionSupports the mission/visionSpeaks positively about Bon Secours Mercy HealthChooses to make Bon Secours Mercy Health a better placeProvide feedback for continual process improvementPerforms 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 productsExcellent organizational, analytical, and problem-solving skillsAbility to build strong relationships within and outside of the pharmacy including physician office staff, payers, and patientsAbility to manage a variety of complex issuesAbility to adapt to an ever-changing environmentProficiency 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 functionalityProficiency in Microsoft Office (Outlook, Excel, Word and PowerPoint)Ability to use available merchandising resourcesKnowledge of drug wholesalers and ordering systemsUnderstanding of cold-chain distributionUnderstanding of HIPAA and confidentiality of patient informationMany 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