Patient Services Liaison

Cencora • Knoxville, TN

21h • Hybrid

About The Position

The Specialty Patient Services Liaison serves as the primary point of contact for patient services, working onsite at assigned clinic offices and interacting daily with staff to provide patient access services, communication, and guidance for timely medication therapy access. This role involves establishing and maintaining strong client relationships, demonstrating accountability for service delivery, and providing subject matter expertise to physician clinics on patient referral processes. The liaison collaborates with customers to support business development and execute marketing plans aimed at expanding health system services and increasing specialty prescription capture rates. Additionally, the position facilitates benefits verification and prior authorizations for patients, both independently and in conjunction with a centralized Patient Service team. The role is based in a Hybrid-Knoxville, TN location.

Requirements

• A minimum of four (4) years in fields such as Benefit Verification, Prior Authorization, Medical Billing, Medical Office Administration, Social Work, Medical Records, Patient Financial Services, Pharmacy, Nursing or similar vocations generally obtained through completion of a 2 to 4-year degree.
• Pharmacy technician certification with a national technical certification organization, such as Pharmacy Technician Certification Board (PTCB) or Certified Medical Assistant (CMA) or other comparable national certification or comparable state certification required at time of hire.
• High degree of accountability and ability to work independently in a self-directed fashion
• Highly effective communicate skills, effectively both orally and in writing
• Ability to work quickly and accurately under time and volume constraints
• Strong interpersonal skills and high emotional intelligence
• Ability to resolve patient issues quickly and creatively to improve customer satisfaction
• Familiarity with pharmaceutical products, services and drug interactions
• Strong organizational skills; attention to detail
• Excellent analytical skills

Nice To Haves

• Prior client account management experience or other relevant healthcare experience.
• Knowledge of healthcare insurance, prior authorization and/or coding is preferred.

Responsibilities

• Navigate the health care system and its component parts to achieve prescription fulfillment and improved patient outcomes.
• Provides advice as the subject matter expert to client sponsors and collaborate with stakeholders on opportunities to expand the health system’s services and increase revenue by developing business plans and execute the marketing plan to enhance pull through opportunity.
• Assess, develop and recommend the best method of providing specialty prescription pharmacy services to support patients.
• Serve as the initial contact for all identified client specialty pharmacy prescriptions.
• Responsible for marketing, prior authorization, EMR, documentation etc.
• Responsible for influencing physician and clinic staff to refer patients to health systems preferred specialty pharmacy provider through education and excellent customer service.
• Promote the value and benefits of the preferred pharmacy.
• Continue to facilitate patient referral in a timely manner and delivers exceptional client service to clinic staff and clinic patients.
• Serve as primary point of contact responsible for service delivery and serve as the “face to the customer”.
• Develop and maintain close relationships with clinic staff, physician, pharmacy and hospital contacts through face to face interactions.
• Provide consultation or expert advice to management.
• Build trust and confidence in patient services to increase patient referrals and prescription capture rates.
• Support customer relationship by delivering professional presentations and facilitating educational meetings as needed, to clinic staff, physician, pharmacy and hospital contacts.
• Use onsite presence to consult and implement process improvements to integrate services for better customer experience for physician, clinic staff, patient and pharmacy.
• Work extended hours when needed to ensure patients receive their medication and to complete business plan objectives.
• Provide backup coverage to support clients and patients in the event of absence of other assigned resources.
• Perform other related duties as assigned.

Benefits

• compensation
• benefits
• resources that enable a highly inclusive culture
• support our team members’ ability to live with purpose every day
• medical care
• dental care
• vision care
• comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness
• support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave
• variety of training programs
• professional development resources
• opportunities to participate in mentorship programs
• employee resource groups
• volunteer activities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level