Pharmacy Manufacturer Liaison

Purpose:

The Pharmacy Manufacturer Liaison serves as the intermediary link between the Specialty pharmacies, pharmaceutical manufacturer, and the Non-Commercial Pharmacy. By facilitating seamless and effective communication channels, the Pharmacy Manufacturer Liaison plays a pivotal role in updating and managing requests between Specialty pharmacies, pharmaceutical manufacturer, and the Non-Commercial Pharmacy. This role plays a crucial part in ensuring effective collaboration, timely information exchange, and problem resolution to enhance operational efficiency while fostering a mutually beneficial relationship between all entities. This position reports to the Manager of Pharmacy Operations.

Responsibilities:

• Communication Facilitation: Act as a primary point of contact between the Non-Commercial pharmacy and pharmaceutical manufacturer, conveying information, updates, and inquiries between the two entities.
• Manage and report referral/prescription process to and from company to ensure timely and accurate triage, follow-up, and communication.
  • Lead and facilitate conference calls with specialty pharmacy contacts (and client, if applicable) to monitor patient progress, reconcile data discrepancies, research missing data, handle inquiries and provide updates to manufacturer or relevant parties.
  • Generate meeting agendas, capture meeting minutes, maintain log of all action items with specialty pharmacies.
  • Provide support and identify patient-specific issues to ensure efficient referral processing and triaging including reconciliation follow-up with specialty pharmacies.
  • Primary point of contact for manufacturer and Specialty Pharmacies related to inquiries and escalations. Coordinate services with internal program operations and Program Management.
  • Collaborate with Specialty Pharmacies on case recovery efforts providing updates to manufacturer when requested.
  • Manage patient progress within the Specialty Pharmacy network through status monitoring and reconciliation.
  • Maintain frequent phone contact with internal operational staff, manufacturer, and external specialty pharmacies.
  • Provide exceptional, white glove customer service to patients and health care providers.
  • Resolve any customer and manufacturer requests in a timely and accurate manner.
  • Demonstrate a strong compliance mindset and display a clear understanding of patient privacy laws, program policies, and goals.
  • Active participation in building and maintaining respectful, collaborative internal/external team relationships, exercising and encouraging positivity.
  • Continuously monitor weather conditions that could impact the cold-chain shipping process and proactively plan and adjust shipping activities as needed
  • Other duties as assigned.

Required Qualifications:

• High school diploma or equivalent
• Previous 2+ years of experience in a pharmacy, physician’s office, healthcare setting, and/or insurance background
• Strong interpersonal skills: ability to communicate effectively both orally and in writing with a focus on customer satisfaction.

Preferred Qualifications:

• Undergraduate Degree and/or equivalent work experience
• Certified Pharmacy Technician (CPhT)
• Understanding of HUB patient journey, workflow, and triage is a plus.
• Strong knowledge of pharmacy/medical insurance processing
• Ability to proficiently use Microsoft suite programs, including Excel, Outlook and Word
• Ability and initiative to work independently or as a team member.
• Ability to provide factual and concise information, supported by data research evidence to a client and/or SP representative in a confident, professional manner.
• Ability to problem-solve and identify trends.
• Strong time management skills and ability to manage deliverables.

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. The company expects employees teleworking to be as efficient and professional as if they were in the office. The amount of time spent in the office or teleworking is contingent upon the needs/priorities of the company 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.