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 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 delivery of medications and supplies as assigned

• Receive prescriptions from patients; gather customer information per department policy

• Prepare 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 proper 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

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