Clinical Nurse Liaison

California Specialty Pharmacy,LLC•Chantilly, VA

About The Position

The Clinical Nurse Liaison (also described as Sales Liaison/Patient Advocate) is the primary point of contact for patients and caregivers during referral and therapy onboarding. The role guides patients through the process, identifies and helps resolve barriers to care, and connects patients with Sales, provider offices, and internal operations. The liaison maintains visibility into each referral from intake through therapy initiation by communicating status updates, coordinating next steps, and obtaining necessary documentation, helping provide a seamless patient experience while allowing the sales team to focus on provider relationships.

Requirements

High school diploma or equivalent.
Experience in healthcare, pharmacy, patient services/access, or customer service.
Patient-centered approach with excellent verbal and written communication skills.
Ability to communicate effectively with patients, caregivers, providers, sales professionals, and multidisciplinary healthcare teams.
Strong organizational and follow-up skills, including the ability to manage multiple patients and priorities simultaneously.
Sound judgment, initiative, and ability to work independently while collaborating with Sales and internal teams.
Ability to professionally and persistently follow up with provider offices and other stakeholders.
Demonstrated discretion in handling confidential and protected health information.
Based in or near Nashville, with the ability to support the Knoxville market as needed.

Nice To Haves

Clinical Registered Nurse credentials.
Degree in healthcare administration, social work, public health, or a related field.
Experience in specialty pharmacy, home infusion, or a physician practice.
Knowledge of benefits investigation, prior authorization, payer requirements, and healthcare documentation.
Experience supporting patients with complex or chronic conditions.

Responsibilities

Manage assigned patient referrals from receipt through therapy initiation, monitoring progress and addressing delays or barriers to care.
Maintain current referral status and communicate timely updates to Sales, Intake, Pharmacy, Clinical, Nursing, and other appropriate teams.
Monitor expected referrals and follow up with Sales, Intake, or provider offices when referrals or required documentation are not received on time.
Track prior authorizations, denials, appeals, payer requirements, and reauthorization deadlines; communicate outstanding requirements to help prevent interruptions in therapy.
Coordinate with Nursing and Pharmacy after clearance to fill and confirm timely start of care.
Track infusion schedules, refill dates, medication shipments, and other key patient milestones.
Maintain accurate, organized patient records covering referral status, authorizations, upcoming treatments, refills, and required follow-up.
Assist in obtaining required documentation from provider offices, coordinating with the Sales Executive and internal teams to avoid duplicated efforts.
Serve as a primary point of contact for patients and caregivers by providing welcome calls, explaining therapy onboarding, and responding to routine questions and concerns.
Support patients transitioning from other specialty pharmacies and identify potential barriers involving coverage, documentation, transportation, site of care, supplies, or equipment.
Provide timely notifications about medication dispenses, nursing visits, infusions, and other significant patient updates.
Identify recurring patient concerns and access barriers and communicate trends to the Sales Executive and Regional Sales Manager.
Document patient and provider interactions promptly and accurately while maintaining confidentiality and complying with applicable policies and requirements.