Job Discription
POSITION SUMMARY:
Under the guidance of the Infusion Coordinator, the Infusion Liaison will work closely with providers and other healthcare team members to provide optimum care in the management of home infusion patients.
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 Infusion 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 Infusion 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 Infusion 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.
Position: Pharmacy Infusion Liaison
Department: Pharmacy
Schedule: Full Time
ESSENTIAL RESPONSIBILITIES / DUTIES:
Responsible for managing and growing patient account base by recruitment and retention of specialty pharmacy services driven through BMC Health System. The Infusion Liaison will be 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.
Responsible for patient retention by encouraging 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.
Responsible for building and maintaining relationships with provider, care teams, and ancillary support necessary to sustain sales and recruitment functions.
Developing and growing trusting relationships with providers and patients to provide highest level of care for a complex patient panel.
Maintaining and supporting pharmacy interdepartmental relationships and management to ensure seamless transition of patient care from clinic to pharmacy.
Technical savvy, communicating at all levels of the hospital organization and problem solving are required.
Navigate patient Electronic Medical Record (EMR) to effectively answer questions and/or provide documentation as needed for prior authorizations.
Communicate with providers in person, over the phone, and through written transmission via EMR in a timely and professional manner.
Communicate with Specialty Pharmacy Management, Medical Directors, and Practice Managers to provide support for new and ongoing hospital initiatives.
Resolve high level patient care issues and situational awareness around when to involve managers and/ or clinicians.
Demonstrate resourcefulness in the face of challenges and providing workable solutions to complex problems.
Capacity to work independently by managing workload and meeting established goals in a fast paced environment.
Train and support new staff in understanding and learning the expectations for day-to-day operations in a specific role.
Must adhere to all of BMC’s RESPECT behavioral standards.
JOB REQUIREMENTS
EDUCATION:
HS Diploma or G.E.D. required
AA or BA preferred
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:
Must be currently registered as a Pharmacy Technician or Pharmacy Intern with the Board of Pharmacy in Massachusetts.
Technicians must have current active National Certification verified by PTCB or ExCPT, or within 6 months from start date.
EXPERIENCE:
Must have 4-5 years’ of pharmacy experience
Pharmacy Interns – must be in their 2nd year
KNOWLEDGE AND SKILLS:
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 for patients; ability to explain required information to customers in a comprehensible manner.
Other professional skills and qualities: organized, strong attention to detail, ability to self-direct through multitasking and prioritizing, dependable, empathetic, focused on quality service, goal oriented.
Cultural sensitivity, understanding, and comfort with a wide range of social, racial and ethnic populations.
Must practice discretion and confidentiality as position deals with highly sensitive and private data.
Ability to understand, explain, and actively promote the hospital’s objectives through direct coordination and commitment to the program’s goals.
Flexibility to adapt to changes in the departmental needs including but not limited to: offering assistance to other team members, adjusting assignments, etc.
Highly proficient in Microsoft Office particularly Excel, Word, and Outlook. Ability to quickly learn other relevant applications that support management of patient care and assigned responsibilities; and ability to extract necessary information.
Additional preferred qualifications:
Knowledge of home infusion, transplant, hepatitis C, infectious diseases (including HIV), oncology and/or other specialty medication therapies.
Bilingual or multi-lingual skills (beyond that of English) appropriate to the patient population served is a plus.
Experience with submission of prior authorization requests to third party payors.
Familiarity with 340B drug program and ACO hospital models.
Knowledge of QS1/NRx, EPIC, Salesforce, Navinet
We will provide consistently excellent and accessible health services to all in need of care regardless of status or ability to pay – exceptional care, without exception.
Boston Medical Center participates in the Electronic Employment Verification, Program. As an E-Verify employer, all employees are also subject to completing a background check.
Boston Medical Center’s policy is to ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic. We view the principle of equal employment opportunity as a vital element in the employment process and as a hallmark of good management.
BMC is an equal employment/affirmative action employer. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to [email protected] or call 617-638-8582 to let us know the nature of your request.
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