Pharmacy Patient Liaison- Specialty Pharmacy, 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. Management of specialty patients and their drugs is done in a manner that is similar to management of sales accounts.

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. Encourages patients of clinics to utilize BMC pharmacy to fully benefit from its superior patient care services. Given that the Pharmacy Patient Liaison may be located in a clinical area, seamlessly integrating with the clinic team (doctors, nurses, staff, etc.)

is critical to the liaison’s success.

Under the supervision of the BMCHP Service Line Manager, Mail Order Pharmacy Manager, and Specialty Pharmacists at mail order pharmacy - according to department policies, procedures, and guidelines, the Pharmacy Liaison – Mail Order Specialty Pharmacy is responsible for the dispensation of prescribed pharmaceuticals. Responsible for quality assurance and accurate tracking and all medications related but not limited to the specialty pharmacy products prior to dispensing and delivery.

This position will work out of Cornerstone Health Solutions, BMC’s Mail Order Pharmacy.

• Patient Relationship Development and Client Sales – Responsible for managing and growing patient account base by recruitment and retention of specialty pharmacy services driven through BMC Health System
  • Sales and recruitment functions
    • Patient Liaisons are assigned specific responsibilities in which they are given target goals and expectations in recruitment of patients into the specialty program at BMC
    • Such target goals are measured and evaluated on a consistent basis through various sales and reporting customer relationship platforms, and through revenue performance of each individual specialty service line
    • Recruitment functions may include following up on provided leads for new business in clinic, and generating leads through provider relationships or direct customer service engagements
  • 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
    • Provide outbound therapy/medication adherence check-ups by process refills to ensure no gaps in refills/treatment
    • Build relationships with patients by providing friendly, courteous and efficient service
    • Retention of patient business is essential for growth and thus is measured as closely as the sales and recruitment functions of patient liaisons
• Personnel Responsibilities – Responsible for building and maintaining relationships with provider, care teams, and ancillary support necessary to sustain sales and recruitment functions
  • Internal Relationships
    • Developing and growing trusting relationships with providers and hospital staff to provide highest level of care for a complex patient panel
    • Maintaining and supporting pharmacy interdepartmental relationships and…