Specialty Pharmacy Liaison

Purpose:

The Specialty Pharmacy Liaison is a client facing role responsible for various functions, including accurate and timely response to client inquiries regarding specific referral status or escalation. The Specialty Pharmacy Liaison serves as a primary point of contact for professional, concise internal and external communication regarding case status updates, next steps in prescription processing, communication of reimbursement issues, etc. The Specialty Pharmacy Liaison will interact directly with external clients such as specialty pharmacies as well as internal teams including Operations and Program Management.

Responsibilities:

• Manage referral/prescription process to and from RareMed to ensure timely and accurate triage, follow-up, and communication
• Lead and facilitate conference calls with specialty pharmacy contacts (and client, if applicable) to monitor patient progress, reconcile data discrepancies, research missing data, handle inquiries and provide updates as requested
• Generate meeting agendas, capture meeting minutes, maintain log of all action items with specialty pharmacies
• Provides support to ensure efficient referral processing and triaging including reconciliation follow-up with specialty pharmacies
• Primary point of contact for client and customer inquiries and escalations. Coordinates services with internal program operations and Program Management
• Maintains frequent phone contact with internal operational staff, external client, and external specialty pharmacies
• Provides exceptional, white glove, customer service to internal and external customers; resolves any customer and client requests in a timely and accurate manner; escalates appropriately
• Independently and effectively resolves complex issues with creativity and innovation
• Strong compliance mindset, demonstrating clear understanding of patient privacy laws
• Active participation in building and maintaining respectful, collaborative internal/external team relationships, exercising and encouraging positivity
• Other duties as assigned

Required Qualifications:

• High school diploma or equivalent
• Previous 2+ years of experience in a pharmacy, physician’s office, healthcare setting, and/or insurance background.
• Ability to communicate effectively both orally and in writing with a focus on customer satisfaction
• Empathy, drive and commitment to exceptional service
• Strong analytical and organizational skills with attention to detail.
• Ability to work flex schedule per Program business need

Preferred Qualifications:

• Associates Degree or form of secondary education
• Ability to build productive internal/external working relationships
• Strong interpersonal skills
• Strong knowledge of pharmacy/medical insurance processing
• Ability to proficiently use Microsoft Excel, Outlook and Word
• Ability and initiative to work independently or as a team member
• Ability to problem solve
• Strong time management skills and ability to manage deliverables
• Certified Pharmacy Technician or Case Management Experience

Work Environment RareMed offers a hybrid work structure, combining remote work and in-office requirements. The frequency of onsite requirements will vary depending on role, operational needs, meetings, client visits, or team collaboration activities. Employees must be within commuting distance to Pittsburgh, PA, and able to report to the office when needed. We will provide advance notice when possible. This role routinely involves standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting, employees must have reliable internet access to utilize required systems and software required for the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change while working from home. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, lighting, comfortable temperature, furniture, etc. Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy. Physical Demands While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.