Pharmacy Patient Liaison- Specialty Pharmacy, Hybrid

Position Summary

Boston Medical Center (BMC) provides a specialty pharmacy service to address the complex medication needs of its chronic patients. BMC Specialty Pharmacy offers patients who require specialty drugs a comprehensive service program that includes an on‑site pharmacy staffed with a care team of 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, thereby driving better outcomes at lower cost.

The Pharmacy Patient Liaison is a unique role that provides integrated support to patients and pharmacists by delivering a “hands‑on” approach to total quality patient care. This position is essential to the growth and maintenance of the specialty pharmacy business line and is central to supporting the health system’s operating margin. Management of specialty patients and their drugs is performed in a manner similar to managing sales accounts, combining patient service delivery with 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 liaison encourages patients of clinics to utilize BMC pharmacy to fully benefit from its superior patient care services. When located in a clinical area, the liaison seamlessly integrates with the clinic team (doctors, nurses, staff, etc.)

to ensure success.

Under the supervision of the BMCHP Service Line Manager, Mail Order Pharmacy Manager, and Specialty Pharmacists, the liaison is responsible for the dispensation of prescribed pharmaceuticals and for quality assurance and accurate tracking of all medications related to the specialty pharmacy products prior to dispensing and delivery. The position is situated at Cornerstone Health Solutions, BMC’s Mail Order Pharmacy.

• Patient Relationship Development and Client Sales
  • Sales and recruitment functions
    • Assigned specific responsibilities to meet target goals for recruitment of patients into the specialty program at BMC
    • Targets are measured and evaluated through sales and reporting customer‑relationship platforms, and through revenue performance of each specialty service line
    • Recruitment functions 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
    • Works closely with patients to deliver a full continuum of medication adherence support using BMC’s tools and applications
    • Provides outbound therapy/medication adherence check‑ups by processing refills to ensure no gaps in treatment
    • Builds relationships with patients by providing friendly, courteous and efficient service
    • Retention of patient business is essential for growth and is measured as closely as sales and recruitment functions
• Personnel Responsibilities – responsible for building and maintaining relationships with providers, care teams, and ancillary support necessary to sustain sales and recruitment functions
  • Internal Relationships
    • Develops and grows trusting relationships with providers and hospital staff to provide the highest level of care for a complex patient panel
    • Maintains and supports inter‑departmental pharmacy relationships and management to ensure seamless transition of patient care from clinic to pharmacy
  • External Relationships
    • Develops and grows trusting relationships with patients to provide the highest level of care
• Operational Responsibilities – technical savvy, communication at all levels of the hospital organization, and problem‑solving are required
  • Navigate patient EMR to effectively answer questions and provide documentation for prior authorizations
  • Communicates with providers (doctors, nurses, clinical pharmacists) in person, over the phone, and via EMR in a timely and professional manner
  • Communicates with Specialty Pharmacy Management, Medical Directors, and Practice Managers to support…