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The Care Liaison serves as the primary point of contact for patient service programs, managing prescription referrals and triaging inquiries. They are responsible for data entry, coordinating prescription deliveries, and ensuring adherence to standard operating procedures and compliance standards.
Purpose:
The Care Liaison will serve as the primary point of contact for incoming calls and prescription referrals for one of RareMed’s dedicated patient service programs. The Care Liaison will support activities including intake and data entry of prescription referrals, referral processing, triaging of patient/prescriber inquiries, prescriber interaction, and client follow-up. The Care Liaison will have a deep understanding of the programs standard operating procedures and required service level metrics. The Care Liaison will be required to work cross-functionally with the other teams supporting the patient service program including Case Management and Pharmacy triage support.
Responsibilities:
Execution of end-to-end processes to support appropriate data entry and referral triaging
Day to day phone support in order to ensure appropriate routing of calls to internal teams as well as timely resolution of program inquiries
Day to day involvement with team to ensure all referrals are processed and triaged appropriately via documented standard operating procedures
Interface with patients and caregivers in order to coordinate delivery of prescriptions
Provide feedback to operations team when issues in process arrive in order to quickly correct
Awareness of quality assurance measures used to verify that processes, procedures, and program business rules are being followed appropriately
Respond to inquiries from Lead Care Liaison as questions arise including but not limited to standard operating produces and adherence to documented program business rules
Triage issue resolution related to escalated operational program elements/questions including incoming referrals, patient assistance, patient/provider inquires.
Strong compliance mindset, demonstrating clear understanding of patient privacy laws
Active participation in building and maintaining respectful, collaborative internal/external team relationships, exercising and encouraging positivity
Other duties as assigned.
Required Qualifications:
Associates Degree or high school diploma and equivalent work experience also considered.
2 + years’ experience in healthcare management setting.
Empathy, drive and commitment to exceptional service
Strong analytical skills with attention to detail
Ability to work flex schedule per Program business need
Preferred Qualifications:
Certified Pharmacy Technician (CPhT)
Prior experience in pharmacy, HUB service provider, or the healthcare industry
Past experience interacting with customers and clients telephonically
Excellent verbal and written, communication skills
Ability to exercise independent judgment
Ability to manage deliverables in a high pace environment
Work Environment
This job operates in a professional office environment and teleworking from the employee’s home address listed in their employment file. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting employees must have reliable internet access in order to access required systems and software associated with the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change as a result of participation in the teleworking program. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc. Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy. RareMed expects employees teleworking to be as efficient and professional as if they were in the office. The amount of time spent in office or teleworking is contingent upon the needs/priorities of RareMed and will vary based on those needs/priorities.
Physical Demands
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.
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