Population Health - Pharmacy Patient Liaison - Boston Medical Center

POSITION SUMMARY:

Boston Medical Center Health System (BMCHS) provides a population health pharmacy service to serve the complex medication needs of patients in our Medicaid/MassHealth accountable care organization (ACO) as well as those part of other risk-based contracts. BMCHS will provide patients a comprehensive population health pharmacy service program that includes retail and mail-order pharmacy-based programs staffed with a care team that includes pharmacists, pharmacy technicians and pharmacy liaisons. The cornerstone of BMCHS pharmacy's approach is an unparalleled level of integration with the clinical teams coupled with a highly personalized service, thus driving better outcomes at lower cost.

Under the direct supervision of the Population Health Pharmacy Liaison Supervisor, the Population Health Pharmacy Liaison plays a key role on a multidisciplinary team that includes clinical pharmacists, nurse care managers, community wellness advocates, social workers and other health professionals. The Population Health Pharmacy Patient Liaison works closely and directly with patients to deliver a full continuum of medication adherence support by utilizing BMCHS pharmacy's various tools and applications. They are responsible for obtaining medication refill histories, performing comprehensive pharmacy benefits investigations and other medication access related tasks such as processing prior authorizations. The Population Health Pharmacy Patient Liaison must be seamlessly integrated with the clinic team (providers, nurses, staff, etc.) to be successful in this role.

Position: Population Health - Pharmacy Patient Liaison

Department: Pop - Health Pharmacy

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Operational Responsibilities -
  • Capacity to work independently and self-manage workload to meet established goals in a fast-paced environment
  • Submission of retail/specialty pharmacy prior authorizations in compliance with BMC's policy and procedures
  • Obtaining intake medication refill histories for newly-enrolled patients
  • Identifying and resolving complex medication-related issues, and ability to know when to involve or escalate to managers and/or clinicians
  • Navigating the EMR (electronic medical record) and other resource tools to effectively answer questions and resolve issues
  • Clear documentation and communication via various modalities including, but not limited to in-person, telephonic, and EMR-based platforms.
  • Effective communication with Population Health Pharmacy Management, BMC Pharmacy Department Management, population health administrative and medical leadership, in support of population health-based initiatives
  • Providing and analyzing metrics on health system-wide and/or department focused initiatives
  • Other duties that may be assigned

• Personnel Development -
  • Build a trusting and working relationship with patients to identify strengths and barriers to medication access with the goal of supporting an individualized, patient-centered care plan
  • Develop and grow trusting relationships with pharmacists, providers and hospital staff to provide the highest level of care for patients with complex needs
  • Maintain and support pharmacy interdepartmental relationships to ensure seamless transition of patient care from clinic to pharmacy
  • 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.

(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 Massachusetts upon start date.
• Pharmacy technicians must have current active National Certification verified by PTCB or ExCPT.

EXPERIENCE:

• Must have 4-5 years of pharmacy-related experience
• Retail pharmacy experience preferred

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 patients in a comprehensible manner.
• Other professional skills and qualities: organization, strong attention to detail, ability to self-direct through multitasking and prioritizing, dependability, empathy, focus 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:

• 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 population health concepts
• Knowledge of QS1/NRx, EPIC, Salesforce, Navinet, JIVA

Req id: 30270