Patient Services Liaison, Patient Support & Services

Cencora•Honolulu, HI

1d•$52,000 - $81,620•Onsite

About The Position

This role performs patient access and reimbursement activities that help reduce coverage, affordability, and administrative barriers across the service journey. Coordinates intake, documentation, and case support processes to enable timely access decisions and consistent service delivery. Facilitates accurate case progression by aligning reimbursement requirements with operational workflows and stakeholder needs. Contributes to process improvement and service quality outcomes by maintaining reliable case information and supporting future-ready access operations. This role will be onsite in Honolulu, HI.

Requirements

Bachelor's degree in healthcare administration, public health, business administration, communications, or a related field, or equivalent experience required.
Less than 2 years of experience in patient support services, customer operations, patient relations, care coordination, program management, or a related field required.

Responsibilities

Serve as the primary liaison for patients requiring access and affordability assistance with specialty prescription therapies by diagnosing and resolving access and affordability barriers. Secure patient assistance resources as applicable; coordinate timely, accurate delivery of medication, and ensure communication among patients, providers, clinic staff, pharmacies, and payors to prevent delays in therapy.
Provide subject matter expertise in specialty pharmacy prescription access and processing, applying sound judgment to troubleshoot complex coverage, formulary, and workflow issues. Partner with office staff, providers, and leadership to identify root causes, recommend corrective actions, and implement process improvements that strengthen patient access, reduce turnaround time, and increase prescription internalization.
For assigned clinics, act as the accountable point of contact for prescription access and affordability, proactively managing cases from intake, dispensing, and delivery. Maintain clear, professional communication with stakeholders; anticipate barriers; escalate issues appropriately; and ensure accurate, compliant documentation in the electronic health record, pharmacy dispensing systems, and other designated platforms.
Provide consultative education to providers, clinic staff, and patients on the value and processes of prescription fulfillment through the client health system pharmacy. Deliver consistently high-quality customer service, including service recovery and issue resolution, while executing assigned tasks with urgency and attention to detail to strengthen patient and provider confidence and satisfaction.
Collaborate closely with the internal client pharmacy to coordinate prescription fulfillment and delivery, proactively troubleshooting fulfillment barriers and mitigating risks to on time starts and refills. Maintain accurate activity tracking and contribute to KPI reporting and trend analysis to support continuous quality improvement and program performance evaluation.
Participate in client and clinic meetings by providing data-driven updates, contributing solutions to operational challenges, and as needed, facilitating discussions related to prescription access, workflow optimization, and issue resolution.
Support clinic operations during scheduled hours and work extended hours as needed to ensure timely medication access and achievement of business plan objectives. Provide reliable backup coverage during planned and unplanned absences of other resources, prioritizing work appropriately and resolving issues to maintain continuity of service for clients and patients.
Work onsite in clinic including travel to local off-site clinics and throughout the hospital campus as assigned and from an approved remote location based on client needs, maintaining productivity, responsiveness, and confidentiality in all settings. Independently troubleshoot workflow, system, and communication issues to ensure consistent service levels across locations.
Perform other related duties and responsibilities as assigned.