Patient Care Liaison

Job Description

Job Description

Remote Work Flexibility

Purpose :

The Patient Care Liaison is a patient facing role responsible for various functions, including proactive outreach and support as well as accurate and timely response to patient inquiries regarding specific referral status or escalation.

The Patient Care Liaison serves as a primary point of contact for patient communication regarding shipment set-up, case status updates, next steps in prescription processing, etc.

The Patient Care Liaison will interact directly with patients communicating updates on internal activities and will be required to collaborate with internal teams including Pharmacy Operations, Care Coordinators, and Case Managers to support the patient journey.

Responsibilities :

Primary point of contact for patient support, shipment set-up, inquiries, and escalations.

Complete assigned work in accordance with Standard Operating Procedures and defined service levels to complete program enrollment, answer inquiries, and coordinate access to therapies

Processing of patient and prescriber requests in order to ensure access to therapy in a timely manner

Support general inquiry resolution for patients and prescribers

Perform data entry and intake or required enrollment forms and prescriptions from HCP offices

Use high-level problem-solving skills to research cases, using professional judgement to make sound decisions

Maintain frequent phone contact with internal operational staff in order to resolve any inquires or requests from the patient and HCP offices

Supports Care Coordinator team as directed by Team Supervisor, including assisting with training as applicable

Provides exceptional, white glove, customer service to internal and external customers; resolves any customer or physician requests in a timely and accurate manner;

escalates appropriately

Provides support to ensure efficient referral processing from referral intake to triaging of prescription

Independently and effectively resolves complex issues with creativity and innovation

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.

Ability to understand payer trends, product access, and reporting reimbursement trends and / or delays (i.e. denials, underpayment, access delays, etc.)

Other duties as assigned

Required Qualifications :

Associates Degree or high school diploma with 2+ relevant prior work experience may be considered