Specialty Pharmacy Liaison

About the role

The Specialty Pharmacy Liaison (SPL) will work with specialty pharmacies (SP’s), internal stakeholder teams, and patient access service vendors to manage escalated cases and trends that impact the timeliness and ability of specialty pharmacies to fill prescriptions. They will act as the subject matter expert for all topics related to SP process, electronic data exchanges, and the data aggregator vendor. The SPL will also assist with analysis on SP performance and be responsible for identifying opportunities for process improvement and efficient communication between the patient services hub and SP partners.

Responsibilities

• Develop working relationships with internal and vendor teams that interact with SP’s and be responsible for escalating trends and issues.
• Demonstrate proficiency and full understanding of client hub patient database and electronic data exchange requirements, including understanding of data elements, definition of various case statuses and outcomes, case documentation requirements, and the importance of meeting program metrics.
• Gain familiarity with the performance of SP’s currently dispensing client products and interacting with patient services hub programs.
• Manage process, escalations, and data exchange with SPs and patient services hub program.
• Act as a point of contact for patient services hub program vendors, SP’s, and internal stakeholders for questions and escalations related to prescriptions.
• Accurately document call details, follow-up actions, and any other pertinent information in the client hub patient database.
• Identify and escalate customer concerns and program trends related to SP performance to patient access services management and client trade teams.
• Troubleshoot and resolve ongoing issues with SPs, data aggregator vendor, and other patient access services vendors.
• Provide backup as needed for other members of the patient services team.
• Adhere to client standard operating procedures and compliance requirements.

Requirements

• Excellent active listening and written/verbal communication skills required to:
  • Quickly and accurately understand the need of callers seeking information.
  • Provide responses that address the specific needs of each caller while complying with client program and compliance guidelines.
  • Document call details with attention to data integrity for analysis supporting business objectives.
• Ability to multitask, problem-solve, and work independently.
• Effectively plan, prioritize, execute, follow up, and anticipate problems.
• Manage multiple projects in a fast-paced, deadline-driven environment.
• Work collaboratively across multiple stakeholder groups.
• Prior reimbursement experience with ability to communicate complex reimbursement scenarios and solutions to patients and medical professionals.
• Demonstrated ability to work collaboratively in a team environment and as an independent contributor.
• Ability to think critically and problem-solve to address customer needs and barriers to product fulfillment.
• Ability to support program needs as necessary.
• Accommodate approximately 5% overnight travel for:
  • Field rides with sales, managed markets, and trade teams.
  • Pharmacy site visits and business reviews.
  • Hub vendor partner site visits.
  • Sales meetings.
• Working shifts are varied to support operations from 8:30 AM – 8:00 PM ET. Some flexibility may be requested in backup situations to ensure appropriate coverage during program hours.

Qualifications

• Bachelor’s degree preferred.
• Minimum of 3 years’ experience working in a reimbursement hub supporting products distributed by a specialty pharmacy, time working in specialty pharmacy operations, or for an aggregator of specialty pharmacy data.
• Experience implementing and supporting electronic data exchanges between a reimbursement hub program and specialty pharmacy.
• Knowledge of health plan reimbursement requirements for specialty injectable products covered by both medical (AOB) and pharmacy benefits.
• Working knowledge of the compliance and regulatory environment for manufacturers in the pharmaceutical space.
• Experience and understanding of the importance of reimbursement hub metrics and operations in the pharmaceutical industry.
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.

Pay

Pay ranges between $30–40/hr, commensurate with experience.