POSITION SUMMARY:

Clearway Health provides specialty pharmacy services to fulfill the complex medication needs of chronic patients. Clearway Health will provide patients who require specialty drugs a comprehensive service program in an on-site pharmacy staffed with a care team that may include: Pharmacists, Pharmacy Technicians, and Pharmacy Liaisons. The Clearway Health 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 Supervisor will be responsible for client development, personnel and operational management. Oversees daily operations of Pharmacy Patient Liaisons, coordinating with the clinical team (physicians, nurses, clinical staff) and the pharmacy staff, to provide integrated support to patients as a 'hands-on" approach to total quality patient care. Works closely with patients to deliver a full continuum of medication adherence support by utilizing various tools and applications. Responsible for managing and growing an existing client base as well as developing new accounts to meet monthly goals, annual growth, and annual targets.

Position: Pharmacy Patient Liaison Supervisor

Department: Clearway Health LLC, MA sites

Schedule: Full-Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

The Pharmacy Patient Liaison Supervisor will be responsible for:

Client Development

• Managing and growing an existing client base as well as developing new clients to meet monthly goals, annual growth and annual targets.
  • Grows the specialty pharmacies patient population by: Recruiting patients into the program by educating prospective patients on how Clearway Health serves patients and improves their overall care.
  • Serving patients in clinic by providing friendly, courteous service and support in clinic and ensuring medications are filled and delivered to patients in an expedited way.
  • Retaining patients in the program by providing outbound therapy/medication adherence check-ups. Process refills to ensure no gaps in refills/treatment.
• Communicating effectively with team (physician/pharmacist) to keep them informed of possible therapy issues (like non-compliance, side effects or other issues.)
• Identify key adherence influencers and work in teams to enhance these relationships. Consistently develop leads for new clients, initiating relationships and effectively turning leads into active patient accounts.
• Encourage patients of specialty clinics to utilize Clearway Health pharmacy to fully benefit from its superior patient care services.
• Anticipate and identify obstacles to utilizing the services; understand and address both financial and healthcare needs of clients; promote ordering capabilities, features, benefits and services; listen to client's needs and expectations regarding their ordering preferences, establishing credibility and increasing treatment adherence rates.
• Meet new business targets to meet Clearway Health's corporate goals through strong prospecting, market analysis, group presentations, and relationship building skills.

Personnel Management

• Work with pharmacy management to establish individual performance goals. Responsible for the overall accountability of each specialty area, ensuring staff are meeting monthly goals, annual growth and annual targets. Monitor performance against goals.
• Plans, approves, and implements actions for the timely development and progress of Pharmacy Liaisons.
• Effectively manages assigned staff to include training, directing, mentoring and instilling a commitment to quality and excellence.
• Cultivate leadership and coaching skills by training, mentoring and providing support to assigned Pharmacy Liaisons and support staff; provides team development, skills, and responsibilities, including but not limited to:
  • Developing unit/department goals that are aligned with the corporate goals.
  • Monitoring productivity and performance to identify and evaluating program/ department strengths and training opportunities in relation to operational effectiveness. Report on metrics as outlined by management and departmental leadership.
  • Encourages staff and personally advances professional growth and development through participation in educational programs and workshops and maintaining knowledge of industry standards and practices.
  • Contributes to and participates in the development, implementation and revision of policies affecting overall operations, quality of care and patient satisfaction.
• Maintain effective and appropriate staffing by monitoring employee turnover, overtime, and absenteeism. Verify and submit timesheets to department manager, and in the absence of manager, submit timecards to Payroll.
• Handle all patient related questions, problems and complaints for the Specialty Care Management program or as a result of Liaison work in person and/or via the phone. Reviews and resolves all issues to ensure compliance and satisfaction of legal requirements, company objectives and customer satisfaction.
• Identify root causes of issues; takes the lead to design new processes and quality improvements.

Operational responsibilities:

• As a member of the clinical team, work seamlessly alongside hospital clinicians to serve patients both face-to-face and over the phone.
• Monitor staff to ensure that all required documentation is properly completed for billing purposes to include (but not necessarily limited to) electronic orders and paperwork related to medications ordered.
• Resolves insurance related issues, including prior authorizations (PA's) and assist patients with filling out various forms of financial assistant, specifically for prescriptions deemed as 'specialty' medications. Communicate cost-sharing responsibilities with patients, as applicable.
• Function as a direct interface between providers, patients, pharmacy and insurers on matters related to insurance verification, pre-certification/authorization.
• Utilize drug pricing provided by pharmacy and reconcile reimbursement to make sure it is within range
• Communicate directly with patients to assist them in the awareness of their medications.
• Achieve operational objectives by inputting data, performing adjudication on test claims and preparing action plans for follow-up.
• Facilitate dispensing of medications and assist with various pharmacy related duties including, interpreting and entering prescriptions and related demographics into computerized system, handling proper storage of medications, ordering related non-medical supplies, maintaining inventory up-to-date, preparing orders for pickup and shipment, etc.

Other duties:

• Participate in departmental and organizational committees as assigned.
• Orient and train other departmental staff to assist as necessary.
• Responsible for the creation and maintenance of a healthy work environment. A healthy work environment is one where people feel supported, held accountable, where standards are applied and expectations are clear. A healthy work environment is one where leadership supports and leads, models behavioral standards and sets the example for how to do all things right. Critical responsibilities related to this:
  • Being engaged in the department, including managing up, owning team decisions and communicating and supporting departmental and or organizational initiatives
  • Hold self and others to the highest ethical standards, and act with honor above all
  • Effective human resource management, including effectively disciplining people in accordance with established policies, recognizing people, completing performance evaluations and guiding people in professional development.
  • Communicates employee issues and concerns to management and HR.
  • Adapts to changes in the departmental needs including but not limited to: offering assistance to other team members, adjusting assignments, etc.
  • Utilizes hospital's behavioral standards and RESPECT attributes as the basis for decision making and to support the hospital's mission and goals.
• Perform other duties as assigned or as necessary.

(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

EDUCATION:

• HS Diploma or G.E.D. required
• AA or BA preferred

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• Must be currently registered as a Pharmacy Technician with the Board of Pharmacy in the state of residence of the client.
• Must have current active National Certification verified by PTCB or ExCPT.

EXPERIENCE:

• Must have 5-6 years' of pharmacy experience
• Must have at least 2 years of direct Patient Liaison experience

KNOWLEDGE AND SKILLS:

• General understanding of the healthcare industry, pharmaceutical trends, market dynamics, competitors and FDA regulations.
• 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.
• Demonstrated success in persuasion, influence and negotiation skills.
• 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 company's objectives through direct coordination and commitment to the program's goals.
• Ability to be self-directed, multi-task, prioritize essential duties and meet deadlines.
• 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 transplant, hepatitis C, infectious diseases (including HIV), oncology and/or other specialty medication therapies preferred.
• 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 or other pharmacy and/or EMR systems

Clearway Health is a fast growing, health system based service provider. We help other health systems build, develop, and operate their own specialty pharmacy program aimed at providing exceptional patient care and outcomes while delivering significant financial results. Our partnership model assists with all aspects of specialty pharmacy program development (including embedding pharmacy resources directly within your clinics), leveraging our deep expertise acquired from directly operating within an academic health system and health plan.
Req id: 28709