Field Support Liaison

Primary Function

Responsible for properly executing program business rules, while addressing concerns received from the field (physicians, sales force, pharmacies, etc.), and proactively reviewing queues and backlog.

Job Scope And Major Responsibilities

• Work with internal team members to address program concerns with manufacturer and/or manufacturer partners
• Acquire a thorough understanding of the program business rules
• Build a lasting relationship with manufacturer sales team by properly communicating and addressing any questions in a timely manner
• Actively engage employees, clients, physicians, and pharmacies to proactively solve problems and ensure proper follow up
• Provide updates to internal team members regarding referral status, as needed
• Appropriately document all interactions within Asembia’s workflow system
• Notify the Account Team of any suggested changes to address any system issues or enhancements
• Communicate with internal contacts, manufacturers, insurance companies, pharmacies and patients to achieve program goals
• Attend manufacturer meetings to support ongoing program development, as required
• Escalate issues to appropriate management for resolution

Other Responsibilities

As Assigned

Performance Criteria

Success is defined by accurate and timely responses to inquiries from the manufacturer sales force, high levels of customer service, and program utilization by the sales force.

Required Qualifications

• The ideal candidate has 3-5 years pharmacy experience, and great customer service skills
• Previous work experience in a call center environment or customer service role preferred
• General knowledge of pharmacy laws, practices, and procedures
• Knowledge of common medical terms/abbreviations and pharmacy calculations
• Understanding of insurance and third-party billing systems
• Individual must possess exemplary communication, organization and time management skills
• Proficient in MS Word, Excel, and Outlook
• Skill to prioritize and work in a fast-paced environment
• Capability of working independently and as a member of a team
• Possess and maintain professional demeanor and courteous attitude

Asembia is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws.