Specialty Pharmacy Liaison
About The Position
The Specialty Pharmacy Liaison is a client-facing role responsible for responding accurately and promptly to client inquiries about referral status and escalations. The role serves as a primary point of contact for concise, professional communication about case updates, prescription-processing steps, and reimbursement issues. The Liaison works directly with external clients, including specialty pharmacies, and internal Operations and Program Management teams. The position uses a hybrid work structure combining remote work with in-office requirements. Onsite frequency depends on the role, 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 need reliable internet access and a private, distinct home workspace with the required setup. The amount of time worked does not change when working from home.
Requirements
- High school diploma or equivalent.
- At least 2 years of experience in a pharmacy, physician’s office, healthcare setting, and/or insurance background.
- Effective oral and written communication, with a focus on customer satisfaction.
- Empathy, drive, and commitment to exceptional service.
- Strong analytical and organizational skills, with attention to detail.
- Ability to work a flexible schedule based on Program business needs.
Nice To Haves
- Associate degree or other form of secondary education.
- Ability to build productive internal and external working relationships.
- Strong interpersonal skills.
- Strong knowledge of pharmacy or medical insurance processing.
- Proficiency with Microsoft Excel, Outlook, and Word.
- Ability and initiative to work independently or as a team member.
- Problem-solving ability.
- Strong time-management skills and ability to manage deliverables.
- Certified Pharmacy Technician credential or case management experience.
Responsibilities
- Manage referral and prescription processing to and from RareMed, ensuring timely and accurate triage, follow-up, and communication.
- Lead and facilitate conference calls with specialty pharmacy contacts and, when applicable, clients to monitor patient progress, reconcile data discrepancies, research missing data, handle inquiries, and provide updates.
- Prepare meeting agendas, record meeting minutes, and maintain a log of action items with specialty pharmacies.
- Support efficient referral processing and triage, including reconciliation follow-up with specialty pharmacies.
- Serve as the primary point of contact for client and customer inquiries and escalations, coordinating services with internal Program Operations and Program Management.
- Maintain frequent phone contact with internal operational staff, external clients, and external specialty pharmacies.
- Provide exceptional customer service to internal and external customers; resolve requests accurately and promptly and escalate appropriately.
- Resolve complex issues independently, using creativity and innovation.
- Demonstrate a strong compliance mindset and understanding of patient privacy laws.
- Participate actively in building and maintaining respectful, collaborative internal and external team relationships, exercising and encouraging positivity.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
