Pharmacy Liaison, Pop-Health Value Based Care - Hybrid

BMC Software•Arlington, MA

2d•$22 - $31•Hybrid

About The Position

Boston Medical Center Health System (BMCHS) provides a population health pharmacy service to serve the complex medication needs of patients in our accountable care organizations (ACOs) as well as those part of other risk-based contracts. BMCHS will provide patients a comprehensive population health pharmacy service program that includes retail and mail-order pharmacy-based programs staffed with a care team that includes pharmacists and pharmacy liaisons. The cornerstone of BMCHS pharmacy’s approach is an unparalleled level of integration with care teams coupled with a highly personalized service, thus driving better outcomes at lower cost. The Pharmacy Patient Liaison (PPL) Manager will be responsible for program development, personnel and operational management of liaison-driven programs under Population Health Services (PHS), and in partnership with Boston Medical Center Health System (BMCHS) Pharmacy. The manager oversees daily operations of population health PPLs, and provides leadership through training, coaching, and teaching. In coordination with multidisciplinary clinical teams, pharmacy staff and PHS teams, the manager provides a full continuum of integrated, patient-centered, and coordinated pharmacy support to manage the pharmacy needs of ACO patients and partners, as well as those part of other risk-based contracts. The supervisor also works with clinical and operational pharmacy leaders to optimize and integrate PPL interventions and workflows, manage and track performance of programs, and support professional development and competencies of the PPL staff. POSITION SUMMARY: Boston Medical Center Health System (BMCHS) provides a population health pharmacy service to serve the complex medication needs of patients in our Medicaid/MassHealth accountable care organization (ACO) as well as those part of other risk-based contracts. BMCHS will provide patients a comprehensive population health pharmacy service program that includes retail and mail-order pharmacy-based programs staffed with a care team that includes pharmacists, pharmacy technicians and pharmacy liaisons. The cornerstone of BMCHS pharmacy’s approach is an unparalleled level of integration with the clinical teams coupled with a highly personalized service, thus driving better outcomes at lower cost. Under the direct supervision of the Population Health Pharmacy Liaison Manager, the Population Health Pharmacy Liaison plays a key role on a multidisciplinary team that includes clinical pharmacists, nurse care managers, community wellness advocates, social workers and other health professionals. The Population Health Pharmacy Patient Liaison works closely and directly with patients to deliver a full continuum of medication adherence support by utilizing BMCHS pharmacy’s various tools and applications. They are responsible for obtaining medication refill histories, performing comprehensive pharmacy benefits investigations and other medication access related tasks such as processing prior authorizations. The Population Health Pharmacy Patient Liaison must be seamlessly integrated with the clinic team (providers, nurses, staff, etc.) to be successful in this role.

Requirements

HS Diploma or G.E.D. required
Must be currently registered as a Pharmacy Technician with the Board of Pharmacy in Massachusetts.
Pharmacy technicians must have current active National Certification verified by PTCB or ExCPT.
Must have 4-5 years of pharmacy-related experience
Excellent English oral and written communication skills required; as well as ability to communicate professionally over the phone.
Excellent interpersonal skills to provide superb personalized customer service and to instill confidence and to advocate for patients; ability to explain required information to patients in a comprehensible manner.
Other professional skills and qualities: organization, strong attention to detail, ability to self-direct through multitasking and prioritizing, dependability, empathy, focus on quality service, goal oriented.
Cultural sensitivity, understanding, and comfort with a wide range of social, racial and ethnic populations.
Must practice discretion and confidentiality as position deals with highly sensitive and private data.
Ability to understand, explain, and actively promote the hospital’s objectives through direct coordination and commitment to the program’s goals.
Flexibility to adapt to changes in the departmental needs including but not limited to: offering assistance to other team members, adjusting assignments, etc.
Highly proficient in Microsoft Office particularly Excel, Word, and Outlook.
Ability to quickly learn other relevant applications that support management of patient care and assigned responsibilities; and ability to extract necessary information.

Nice To Haves

AA or BA preferred
Retail pharmacy experience preferred
Medicare pharmacy benefit navigation and insurance plan counseling experience preferred
Bilingual or multi-lingual skills (beyond that of English) appropriate to the patient population served is a plus.
Experience with submission of prior authorization requests to third party payors
Familiarity with 340B drug program and population health concepts
Knowledge of QS1/NRx, EPIC, Salesforce, Navinet, JIVA

Responsibilities

Operational Responsibilities – Capacity to work independently and self-manage workload to meet established goals in a fast-paced environment
Submission of retail/specialty pharmacy prior authorizations in compliance with BMC’s policy and procedures
Obtaining intake medication refill histories for newly-enrolled patients
Identifying and resolving complex medication-related issues, and ability to know when to involve or escalate to managers and/or clinicians
Navigating the EMR (electronic medical record) and other resource tools to effectively answer questions and resolve issues
Clear documentation and communication via various modalities including, but not limited to in-person, telephonic, and EMR-based platforms.
Effective communication with Population Health Pharmacy Management, BMC Pharmacy Department Management, population health administrative and medical leadership, in support of population health-based initiatives
Providing and analyzing metrics on health system-wide and/or department focused initiatives
Other duties that may be assigned
Personnel Development – Build a trusting and working relationship with patients to identify strengths and barriers to medication access with the goal of supporting an individualized, patient-centered care plan
Develop and grow trusting relationships with pharmacists, providers and hospital staff to provide the highest level of care for patients with complex needs
Maintain and support pharmacy interdepartmental relationships to ensure seamless transition of patient care from clinic to pharmacy
Train and support new staff in understanding and learning the expectations for day-to-day operations in a specific role
Must adhere to all of BMC’s RESPECT behavioral standards.