As a Specialty Pharmacy Account Liaison on our Patient Services team, you'll have the opportunity to make a difference in the lives of our patients each day as they look to you as part of their dedicated support team for helping them navigate the tricky process to getting access to their complex medication. You will serve as a central point of contact for specialty pharmacy taking ownership of all activities and ensuring timely and accurate transfer of information with each network pharmacy and perform follow ups for status of referrals. Bringing escalated issues to resolution, being deliberate with weekly communications to each stakeholder and identifying opportunities for improvement within processes are all key deliverables in this role to ensuring patient success. This role requires a high level of ownership, attention to detail and patient focus and will put your problem-solving skills to the test!

You'll compassionately deliver an exceptional experience to many patients per day, always remembering that every prescription or document belongs to a real person who is looking for thorough and efficient management of their records. You'll adjust your approach to their needs by communicating clearly, focusing on the accuracy of the details of their medical records and your mastery of the program requirements, and ensuring their prescriptions or cases are handled timely.

Key Responsibilities:

• Relationship Management

• Builds trusted relationships with specialty pharmacies, patients, prescribers, client stakeholders through proactive communication, timely and accurate execution of deliverables and demonstrated relentless passion for helping patients

• Manages all relationships in a manner that adheres to healthcare laws and regulations

• Communications

• Performs post Benefits Investigation calls to payors, patients or physicians explaining coverage options

• Manages all client inquiries unable to be determined by client through reporting

• Manages HCP inquiries, as applicable, pursuant to business rules

• Inbound Call Management

• Manages inbound calls from specialty pharmacy contacts

• Triage patients to internal or external resources as appropriate

• Specialty Pharmacy Communication

• Leverages electronic tools to identify benefits and payer coverage; completes manual benefit investigation as needed

• Identifies and communicates patient’s plan benefit coverage including the need for prior authorization, appeal, tier exception, and/or formulary exclusions

• Uses electronic resources to obtain benefit coverage and if needed, outbound call to payers and specialty pharmacies to follow up on proper submission and/or outcome

• Coordinates nurse teach with field-based nurse educators, as applicable to program

• Supports adherence services through coordination of nurse follow up, as applicable to program

• Identifies peer support resources for patients

• Tracks and follows up on shipment of product through patient assistance program and/or bridge program from the Valeris pharmacy

• Proactively communicates needs for reverification of prior authorization or re-enrollment for patient assistance program

• Reports adverse events, Product complaints, special situation reports and/or medical inquiries received in accordance with SOPs and the Business Rules

• Documents all activities within the Valeris Lynk system in accordance with business requirements

• Utilize Valeris’ values as the driving force behind the team’s success

• On time adherence to training deadlines for all corporate policies and procedures

• Ensure all SOPs are followed with consistency

• Perform additional tasks or projects as assigned

Qualifications:

• Ideally the Account Liaison will have experience working with specialty pharmacies

• Bachelor’s degree in arts and sciences, social work, public health administration or a related field strongly preferred or equivalent experience required; completion of a high school diploma or GED is required

• 3 years’ customer service, payer benefits (reimbursement, prior authorization, etc.), healthcare industry experience is preferred

• Ability to work any 8.5-hour shift between 8 am to 9 pm, Monday to Friday required - it is required in this position that the Account Liaison can work any shift as needed

• Bi-lingual in English and Spanish is a plus

• Detail oriented

• Professional telephone etiquette

• Self-awareness of your own emotions and the potential impact on others

• Basic computer knowledge

• Ability to multitask effectively

• Ability to recognize emotions and their effects

• Sureness about self-worth and capabilities

• Manage disruptive impulses

• Maintain standards of honesty and integrity

• Takes responsibility for performance

• Adapts and handles change with flexibility

• Is innovative and open to new ideas

• Achievement driven; constantly striving to improve or to meet a standard of excellence

• Aligns with the goals of the group or organization

• Ready to take initiative and act on opportunities

• Be optimistic and pursue goals persistently despite obstacles and setbacks

• Be service oriented; recognizing and meeting needs of others, including patients and care partners

• Clear and concise communication

• Positive attitude!