Liaison Jobs

About The Position

Requirements

• High School Diploma or equivalent required.
• Proven customer support experience – passion for excellence with respect to treating and caring for customers.
• Strong attention to detail – interested in preventing errors and solving problems.
• Strong phone contact handling and active listening skills.
• Strong work ethic and team player mindset.
• Experience using word processing, spreadsheet, database, internet and e-mail, pharmacy information systems required.
• Ability to read, write, speak and comprehend English.
• Ability to use good judgment.
• Ability to work in a fast paced, challenging and technical environment.
• Ability to work with teams.
• Active listening skills.
• Adaptability.
• Attention to detail and accuracy.
• Attention to detail and completion of all workflow steps.
• Customer service orientation.
• Excellent communication skills – verbal and written.
• High energy level.

Nice To Haves

• Certified, licensed pharmacy technician in the state of California preferred.
• Preferred pharmacy experience.
• Preferred experience in long term care or PACE pharmacy.
• Mandarin communication skills

Responsibilities

• On-site attendance at the PACE center on a routine basis as directed by Grane Rx leadership.
• Assist with the PACE center initiatives/questions.
• Act as the point person for all initial questions or concerns for center and clinic staff.
• Escalate all quality-related occurrences to the Grane Rx Quality team.
• Escalate any service issues to Grane Rx leadership.
• Assist with daily pharmacy needs, including troubleshooting and resolving any quality-related occurrences.
• Coordinate with White Glove Delivery management and couriers to assist with daily and cycle deliveries.
• Train new center staff team members and conduct refresh trainings on pharmacy protocols.
• Solicit feedback from center staff while observing PACE center protocols to improve upon mutual standard processes.
• Act as a liaison for any customer concerns or escalations.
• Process refill requests and tracking requests from clinic staff and participants.
• Communicate with outside providers to support PACE participants’ continuity of care.
• Assist with reordering and maintaining center stock supply while supporting centers’ protocols surrounding center/provider stock.
• Obtain clarifications from providers for any clinical questions sent from the Grane Rx Customer Care team.
• Maintain a Leader Standard Work report, which will be due to the Director of Pharmacy Services each week.
• Identify and escalate priority issues to Pharmacist-in-Charge and/or appropriate department manager(s).
• Follow procedures, guidelines/SOPs to ensure compliance is maintained.
• Competent in software systems that include FrameworkLTC, FrameworkECM, Salesforce, and Automated Packaging System.
• Additional duties as assigned by manager.