Care Liaison

The Care Liaison (CL) will serve as the primary processor of prescription referrals for one of the dedicated programs supporting patients with specialty disease states. The CL will support activities including intake and data entry of prescription referrals, referral processing, outbound faxing and preparing outbound mail for patient/prescriber. The CL will have a deep understanding of the program standard operating procedures and required service level metrics. The CL will be required to work cross-functionally with the other teams supporting the patient service program including case management and pharmacy triage support.

Responsibilities:

• Provide superior customer service to internal and external clients, customers, and patients.

• Facilitate intake of program-specific documents.

• Work independently, adhere to Standard Operating Procedures, FAQs and program business rules.

• Execution of end-to-end processes to support appropriate data entry and referral triaging.

• Day-to-day involvement to ensure all referrals are processed and triaged appropriately via documented Standard operating procedures.

• Identify, report and assist in resolving issues as they arise.

• Awareness of quality assurance measures used to verify that processes, procedures, and program business rules are being followed appropriately.

• Triage issue resolution related to escalated operational program elements/questions

• Strong compliance mindset, demonstrating clear understanding of patient privacy laws.

• Active participation in building and maintaining respectful, collaborative team relationships, exercising, and encouraging positivity.

• Assist with assigned projects as requested.

• Other duties as assigned.

Required Qualifications:

• High school diploma with 2+ years of solid customer service experience also considered

• Strong interest in healthcare industry

• Comfortable working in an entirely telephonic position

• Empathy, drive, and commitment to exceptional service

Preferred Qualifications:

• Undergraduate Degree and/or equivalent work experience

• Certified Pharmacy Technician (CPhT)

• 2 + years’ experience in healthcare setting a plus

• Prior experience in pharmacy, HUB service provider, or the healthcare industry