Pharmacy Patient Liaison; PCC - Specialty Pharmacy

Drug Testing Required

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 essential to the growth and sustainability of the specialty pharmacy business and plays a central role in supporting the health system’s 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 relating to patient medication therapy.

Position:
Pharmacy Patient Liaison (PCC)

Department:
Specialty Pharmacy

Schedule:
Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

Pharmacy Patient Liaison Responsibilities

• Navigate Electronic Medical Records (EMR) and manage documentation, prior authorizations, and financial assistance processes accurately and efficiently
• Communicate effectively across clinical and administrative teams and with patients to support hospital initiatives, medication access, and patient care
• Exercise sound judgment to resolve complex patient care issues and elevate appropriately to ensure safety and quality
• Manage workload independently in a fast‑paced environment while demonstrating strong technical proficiency and problem‑solving skills
• Train, mentor, and support new staff to uphold operational standards and maintain high‑quality service delivery
• Document and triage patient interactions and pharmacy‑related concerns to ensure safe, coordinated care and medication adherence
• Foster trusting relationships with providers, care teams, ancillary staff, and patients to enhance collaboration, transitions of care, and patient retention

Patient Care Center Responsibilities

• Make outbound adherence refill calls to patients
• Answer inbound calls in a timely and friendly manner and evaluate problems and complaints and provide proper solutions
• Process prescription orders accurately and ensure to follow all proper billing procedures including Medicare part B

Must adhere to all of BMC’s RESPECT behavioral standards.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

REQUIRED

EDUCATION AND EXPERIENCE:

• Requires a high school diploma (or state accepted equivalency)
• Must have a minimum of 4 years of pharmacy experience
• Pharmacy Interns must be in their 2nd year
• As part of the employment screening process, to be compliant with URAC (Utilization Review Accreditation Commission) requirements, employees hired into this role must pass a drug screen.

PREFERRED

EDUCATION AND EXPERIENCE:

• AA or BA preferred

CERTIFICATIONS, LICENSES, REGISTRATIONS

REQUIRED:

• Must be currently registered as a Pharmacy Technician or Pharmacy Intern with the Board of Pharmacy in Massachusetts.
• Must have/maintain national technician certification through PTCB or exCPT

KNOWLEDGE, SKILLS & ABILITIES (KSAs):

• Excellent English oral and written communication skills required; as well as ability to communicate professionally over the phone.
• Excellent interpersonal skills to provide superb personalized customer service and to instill confidence and to advocate…