Chronic Practice Liaison

About the role

The Practice Liaison, Chronic Therapies is responsible for improving referral-to-start conversion and managing relationships with healthcare providers across chronic therapy programs, with a focus on specialty and infusion therapies. This role serves as a key connection point between providers, patients, and internal teams.

Responsibilities

• Build and maintain strong relationships with physicians, clinics, and referral sources
• Act as a trusted advisor on services, referral processes, and therapy options
• Assess referral workflows and identify barriers to timely patient starts
• Partner with Sales, Intake, Pharmacy, and Operations to resolve issues
• Improve referral-to-start timelines, conversion rates, and provider satisfaction
• Serve as a primary point of contact for key accounts
• In partnership with Chronic Account Executive:
• Execute outreach through calls, virtual meetings, and targeted campaigns
• Identify and convert new referral opportunities
• Partner with field sales to expand reach and coverage
• Track account performance, referral trends, and growth opportunities
• Use CRM and internal systems to manage activity and results
• Participate in provider business reviews and performance discussions
• Recommend process improvements based on data and feedback
• Support providers with education on referral requirements and processes when requested by the Chronic Account Executive
• Guide patients and providers through onboarding and access questions when needed
• Represent the organization at community and professional events
• Work closely with Sales, Operations, Pharmacy, and Intake teams
• Support referral flow management when needed
• Contribute to solving operational challenges that impact growth

Qualifications

• High school diploma or equivalent is required
• 3+ years of experience in one or more of the following: Pharmacy operations, Nursing Operations, Patient Onboarding, or Revenue Cycle Management
• Demonstrated ability to build relationships and drive measurable outcomes
• Strong communication, problem-solving, and organizational skills
• Experience establishing and maintaining relationships with individuals at all levels of the organization
• Experience growing referral provider relationships and partnerships
• Experience providing High Level/White Glove customer service to internal and external customers, including meeting quality standards of services and evaluation of customer satisfaction
• Proficient computer skills. Ability to work with Microsoft Windows-based programs, and acceptable data entry skills required. Power Point, Excel, Word
• Experience in identifying operational issues and recommending process improvements
• Ability to evaluate information and make decisions or take actions to problem solve or reach a goal
• Strong interpersonal and communication skills. Ability to work cooperatively with pharmacy branch departments, Sales Team members, and customers
• Strong organization and planning skills with ability to make/deliver presentations
• Minimal travel (up to ~20%); primarily remote with virtual engagement

Skills

• Experience in specialty pharmacy, infusion therapy, or chronic disease management
• Knowledge of referral workflows, intake/admissions, or reimbursement processes
• Background working with physician offices, hospitals, or care coordination teams
• Clinical experience or exposure (RN, LPN, Pharmacy Technician, etc.)
• Experience managing complex or multi-stakeholder accounts

Benefits

• Medical, Dental, & Vision Insurance
• Paid Time off
• Bonding Time Off
• 401K Retirement Savings Plan with Company Match
• HSA Company Match
• Flexible Spending Accounts
• Tuition Reimbursement
• myFlexPay
• Family Support
• Mental Health Services
• Company Paid Life Insurance
• Award/Recognition Programs