Ambulatory Liaison

Brown University Health Services • Providence, RI

271d

About The Position

The Ambulatory Liaison reports to the Manager of the Medication Access Program (MAP) and works under the supervision of a pharmacist and direction of a Pharmacy Technician Supervisor or Technician Group Leader. The role involves utilizing established MAP processes to facilitate affordable, accessible, and reliable pharmacy services for patients. The Ambulatory Liaison interacts effectively and compassionately with patients and families, acting as an agent of the provider to authorize refills in accordance with established practices, policies, and guidelines. The position requires effective and professional interaction with other healthcare providers at all levels, including but not limited to providers, nurses, and support personnel. The Ambulatory Liaison utilizes the patient’s electronic health record (EHR) to obtain accurate and necessary patient information needed to process prescriptions and payment transactions, accessing, inputting, and retrieving information using multiple pharmacy system applications.

Requirements

• High school graduate or equivalent degree required.
• Completion of one to two years of college preferred.
• Maintains current unrestricted Rhode Island Pharmacy Technician II license.
• Holds and maintains current National Pharmacy Technician Certification (CPhT).
• Minimum one year experience as a pharmacy technician.
• Strong customer service presence and verbal and written communication skills.
• Solid computer skills including Microsoft Office Suite and multiple pharmacy system applications.
• Ability to multi-task and reprioritize while maintaining accuracy and service standards.
• Must obtain and maintain pharmacy ambulatory liaison competency requirements within 3 months of hire.

Nice To Haves

• Prior experience with specialty pharmacy services, call center customer service, prior authorization management, and/or patient financial assistance programs strongly preferred.

Responsibilities

• Exhibits a friendly, pleasant, and helpful nature demonstrating a strong customer service orientation when interacting with patients, their families, providers, nurses, and support personnel.
• Maintains and supports pharmacy interdepartmental relationships to ensure seamless transition of patient care from clinic to pharmacy.
• Protects and maintains patient confidentiality in accordance with HIPAA guidelines.
• Collects customer/patient personal information necessary for filling prescriptions, benefits investigation, prior authorization, and/or financial assistance applications.
• Enters pertinent patient data into appropriate organizational systems to ensure accurate charging for services and processing of insurance billing payments and co-pay information.
• Participates in the growth of the Brown University Health Pharmacy (LP) patient population through recruitment of ambulatory care patients.
• Responds to questions relative to cost and availability of medication and pharmaceutical supplies.
• Informs customers/patients, providers, and support personnel of wait times and any issues regarding drug availability.
• Encourages patient retention through the development of individual relationships with assigned patients.
• Proactively contacts patients to assess their need for medication and assists in resolving identified problems.
• Participates in quality assessment and improvement activities.
• Assists in identifying improvement opportunities and in the development of new processes.
• Participates in medication safety initiatives and uses approved processes for reporting medication errors.
• Assists in training, onboarding, and supporting fellow staff under the guidance of a pharmacist.

What This Job Offers

• Job Type: Full-time
• Industry: Educational Services
• Education Level: High school or GED