Specialty Pharmacy Liaison

Job Description

Job Description

Purpose :

The Specialty Pharmacy Liaison (SPL) is a client facing role responsible for various functions, including accurate and timely response to client inquiries regarding specific referral status or escalation. The SPL serves as a primary point of contact for professional, concise internal and external communication regarding case status updates, next steps in prescription processing, communication of reimbursement issues, etc. The SPL will interact directly with external clients such as specialty pharmacies as well as internal teams including Operations and Program Management.

Responsibilities :

• Manage and report referral / prescription process to and from RareMed 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 as requested.
• Generate meeting agendas, capture meeting minutes, maintain log of all action items with specialty pharmacies.
• Provide support and identify patient-issues to ensure efficient referral processing and triaging including reconciliation follow-up with specialty pharmacies.
• Primary point of contact for client and customer inquiries and escalations. Coordinate services with internal program operations and Program Management.
• Collaborate with SPs on case recovery efforts.
• Maintain frequent phone contact with internal operational staff, external client, and external specialty pharmacies.
• Ensure efficient referral processing, triaging, and shipment set-ups.
• Provide exceptional, white glove, customer service to internal and external customers; resolve any customer and client requests in a timely and accurate manner; escalate appropriately.
• Independently and effectively resolve complex issues with creativity and innovation.
• Strong compliance mindset, demonstrating 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.
• This position may require flexibility in scheduling, with shifts occurring between 8 : 00AM and 8 : 00PM EST, Monday through Friday. Employees should be prepared to work within this time frame as needed.
• Other duties as assigned.

Required Qualifications :

Preferred Qualifications :

Work Environment

RareMed offers a hybrid work structure, combining remote work and in-office requirements. The frequency of onsite requirements will vary depending on role, operational needs, meetings, client visits, or team collaboration activities. Employees must be within commuting distance to Pittsburgh, PA, and able to report to the office when needed. We will provide advance notice when possible. This role routinely involves standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting, employees must have reliable internet access to utilize required systems and software required for the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change while working from home. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, lighting, comfortable temperature, furniture, etc. Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy.

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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