Care Liaison

RareMed Solutions•Coraopolis, PA

1h•Hybrid

About The Position

The Care Liaison is the primary point of contact for incoming calls and prescription referrals for a dedicated RareMed patient service program. The role supports prescription referral intake and data entry, referral processing, triage of patient and prescriber inquiries, prescriber interaction, and client follow-up. The Care Liaison is expected to understand program standard operating procedures and service-level metrics and to work cross-functionally with Case Management and Pharmacy triage support. This position follows a hybrid work structure, combining remote work with in-office requirements that vary according to operational needs, meetings, client visits, and team collaboration. Employees must live within commuting distance of Pittsburgh, Pennsylvania, and be able to report to the office when needed. When working remotely, employees are responsible for establishing a private home office with reliable internet and the required setup and equipment.

Requirements

Associate degree, or a high school diploma with equivalent work experience.
At least 2 years of experience in a healthcare management setting.
Empathy, drive, and commitment to exceptional service.
Strong analytical skills and attention to detail.
Ability to work a flexible schedule according to program business needs.

Nice To Haves

Certified Pharmacy Technician (CPhT).
Prior experience in pharmacy, with a HUB service provider, or in the healthcare industry.
Experience interacting with customers and clients by telephone.
Excellent verbal and written communication skills.
Ability to exercise independent judgment.
Ability to manage deliverables in a fast-paced environment.

Responsibilities

Execute end-to-end processes to support accurate data entry and appropriate referral triage.
Provide day-to-day phone support, routing calls to internal teams and ensuring timely resolution of program inquiries.
Work with the team to ensure referrals are processed and triaged according to documented standard operating procedures.
Interact with patients and caregivers to coordinate prescription delivery.
Provide feedback to the operations team when process issues arise so they can be corrected promptly.
Understand quality assurance measures used to verify compliance with processes, procedures, and program business rules.
Respond to questions from the Lead Care Liaison, including questions about standard operating procedures and adherence to documented program business rules.
Triage issue resolution for escalated operational program questions and elements, including incoming referrals, patient assistance, and patient or provider inquiries.
Demonstrate a strong compliance mindset and understanding of patient privacy laws.
Participate in building and maintaining respectful, collaborative internal and external team relationships and encourage positivity.
Perform other duties as assigned.