Pharmacy Patient Liaison; PCC - Specialty Pharmacy, Randolph

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 hybrid role combines patient service delivery with business performance, working closely with patients to deliver a full continuum of medication adherence support using BMC's 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.

• 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 appropriately escalates 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.

• Make outbound adherence refill calls to patients.
• Answer inbound calls in a timely and friendly manner, evaluate problems and complaints, and provide appropriate solutions.
• Process prescription orders accurately and ensure billing procedures, including Medicare Part B, are followed.

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

• High‑school diploma (or state‑accepted equivalency).
• Minimum of 4 years of pharmacy experience.
• Pharmacy interns must be in their 2nd year.
• Drug screen required as part of URAC compliance.

• AA or BA degree preferred.

• Currently registered as a Pharmacy Technician or Pharmacy Intern with the Board of Pharmacy in Massachusetts.
• National technician certification through PTCB or exCPT required.

• Excellent English oral and written communication skills; ability to communicate professionally over the phone.
• Excellent interpersonal skills to provide superb personalized customer service and to instill confidence, advocating for patients and explaining required information clearly.
• Organized, strong attention to detail, self‑directed, multitasking and prioritizing, dependable, empathetic, goal‑oriented, and focused on quality service.
• Cultural sensitivity, understanding, and comfort with a wide range of social, racial, and ethnic populations.
• Discretion and confidentiality when handling highly sensitive and private data.
• Ability to understand, explain, and actively promote the hospital’s objectives through direct coordination and commitment to program goals.
• Flexibility to adapt to departmental changes, including offering assistance to other team members and adjusting assignments.
• Highly proficient in Microsoft Office (Excel, Word, Outlook) and quick to learn other relevant applications for managing patient care and responsibilities.

$26.92–$37.74.

This range is based on the minimum job qualifications and is estimated using Boston‑area data. Compensation is determined by a comprehensive review of education, experience, skills, and certifications, and includes benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well‑being.

Equal Opportunity Employer – Disabled/Veterans