Everyone who works with Mercy Health is united under one purpose: to help our patients be well in mind, body and spirit. This drive, along with our history of faith, is a powerful combination. It gives us a shared calling to work toward every day. Join our exceptional team and help us continue to provide the highest quality of health care possible to our communities.

Primary Function/General Purpose of Position

The Specialty Pharmacy Liaison is responsible for supporting the standardization and optimization of specialty pharmacy services across Bon Secours Mercy Health. The goal of the Specialty Pharmacy Liaison is to ensure proper processing and problem-solving of specialty prescriptions and to provide patients and provider offices with a high level of service. The Specialty Pharmacy Liaison is responsible for providing excellent customer service via phone and occasional direct patient contact, assisting in preparing and dispensing medications and supplies, receiving patient prescriptions, reviewing the medication list with a patient, answering phones, and triaging phone calls to the pharmacist as necessary. The Specialty Pharmacy Liaison will help patients receive their medications in the most convenient way possible and at the lowest cost possible, including facilitating third-party billing and helping provide patients with comprehensive financial advocacy to help lower their drug costs. The Specialty Pharmacy Liaison will work proactively with patients, providers, their clinic staff, and the specialty pharmacy team to provide superior customer service.

Essential Job Functions

Process prescription information in the computer system: Assists in complete and accurate billing of third party payer plans, Ensures accurate and safe processing of prescription information and Reviews patient profiles for accuracy

Assists customers with prescriptions and/or other products: Completes specialty orders to meet customer needs, Demonstrates ability to respond to customer and co-worker questions or concerns in an appropriate and customer-focused manner

Assists in the coordination and delivery of medications and supplies as assigned: Receives prescriptions from providers; gathers customer information per department policy; Coordinates prescription drug therapy for patients in an accurate and timely fashion in accordance with all legal requirements, regulatory agencies, and Bon Secours Mercy Health policy; Documents appropriately and maintains updated patient charts; Ensures refill dates are documented appropriately in order to prevent patient missing a dose; Assists the pharmacist in identifying patient problems and issues

Authorizations: Accesses, maintains and updates patient accounts and charts; Assists with prior authorizations, Assists the specialty team and provider's office in appealing denials where appropriate; Works closely with physician office staff to ensure refill authorizations are proactively obtained

Coordinates and ensures appropriate medication delivery: Coordinates delivery of medications, supplies, and equipment to patients or other areas as assigned; Verifies proper patient information; Listens to customer concerns

Completes the work of a pharmacy technician as required: Answers phone calls, faxes and computer requests in a timely manner; Cross trains and covers all department technician areas as assigned; Trains other staff members and students as needed

Provides initial patient setup to establish an account with the specialty pharmacy: Verifies insurance coverage; Assists patients in working with insurance companies; Researches to optimize patient-specific and drug-specific copay assistance; Provides recommendations on additional funding sources

Contacts insurance carriers, benefits offices and patients to determine new and ongoing coverage levels: Verify insurance information and level of coverage, informs the patient of pharmacy benefits coverage, assists the patient with the specialty pharmacy process for non-participating pharmacy for patient ease in out-of-network situations

Plans and schedules patient deliveries with respect to efficiency, time, priority, product-specific shipping needs, and cost-effectiveness: Communicates with internal departments and external specialty pharmacies to ensure customer needs are met; Evaluates delivery requirements and ensures accurate and timely deliveries; Proactively communicates with patients when there are delivery delays; Determines best method of delivery with relationship to location and time constraints; Coordinates the receipt of initial shipments

Other Job Functions:

Adheres to Bon Secours Mercy Health rules, regulations, and policesDemonstrates Commitment to CustomersIs aware of different customer needs/desiresTakes action to meet customer needs/desires with respect to customer diversityHelps improve processes to meet customer needsSuggests and acts on ideas to improve overall customer serviceRespects confidentiality and shares information with only those that need to knowProblem solve issues as they arise to meet internal and external customer needsDemonstrates Commitment to Fellow EmployeesSeeks to understand and value differences between employeesTreats other employees with dignity and respectDemonstrates open, honest communication and behaviorResolves conflict in a positive mannerContributes to the productivity of the workgroupDemonstrates Commitment to Bon Secours Mercy HealthLives the values of dignity, integrity, service, and compassionSupports the mission/visionSpeaks positively about Bon Secours Mercy HealthChooses to make Bon Secours Mercy Health a better placeProvide feedback for continual process improvementPerforms other duties as assigned.  Assists and supports other departments when needed

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Licensing/Certification

Applicable state Pharmacy Technician License (required)

National Certified Pharmacy Technician (required)                   

Education

High School/GED (required)

Bachelor’s Degree, Graduate of Pharmacy Technician Course (preferred)

Work Experience

1 year of experience in provider clinic, specialty and/or retail pharmacy (required)                                              

Training

EPIC Electronic Health Record (preferred)

Skills

Diverse and highly developed skill set including but not limited to: time-management, communication, creativity, vision, teamwork, leadership, clinical knowledge base/skills, mentorship, change management, and project management.                                            Ability to work independently with minimal supervision Strong computer skills with knowledge of various software programs including Microsoft productsExcellent organizational, analytical, and problem-solving skillsAbility to build strong relationships within and outside of the pharmacy including physician office staff, payers, and patientsAbility to manage a variety of complex issuesAbility to adapt to an ever-changing environmentProficiency with telephone and office equipmentMany of our opportunities reward* your hard work with:

Comprehensive, affordable medical, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/AD&D
Employer contributions to retirement savings plan when eligible
Paid time off
Educational Assistance
And much more

*Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com