Pharmacy Services Liaison - SEEN Health

POSITION SUMMARY

The Pharmacy Services Liaison – PACE position serves PACE customers by answering inquiries, resolving problems, fulfilling requests to ensure excellent service standards and maintain high customer satisfaction.  This position requires onsite work at PACE customer center to further strengthen customer service between Grane Rx and the PACE center staff.  This position will work full-time between onsite at SEEN Health and remote from the Team Member’s home office.

KEY RELATIONSHIPS

The Pharmacy Services Liaison reports directly to the Director of Pharmacy Services.  This position works directly with center staff, nurses, providers, and leadership at the PACE center on a daily basis.  This position also works with Grane Rx team members, including Pharmacy Operations team members, Consultant Pharmacists, Billing associates, and Inventory team. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• On-site attendance at the PACE center on a routine basis as directed by Grane Rx leadership. Team member will primarily work onsite at PACE center, with the remainder of the work being completed at the team member’s home office.  Each week, team member will report to the PACE Center with specific days to be determined as collaborated between SEEN Health and Grane Rx leadership.
• The team member will assist with the PACE center initiatives/questions.
• This position will act as the point person for all initial questions or concerns for center and clinic staff. Team member will be responsible for escalating all quality-related occurrences to the Grane Rx Quality team, as well as escalating any service issues to Grane Rx leadership.
• Team member will be tasked with the following directives on a continuous basis, including but not limited to:
  • Assist with daily pharmacy needs, including troubleshooting and resolving any quality-related occurrences;
  • Coordinate with White Glove Delivery management and couriers to assist with daily and cycle deliveries;
  • Train new center staff team members and conduct refresh trainings on pharmacy protocols;
  • Solicit feedback from center staff while observing PACE center protocols to improve upon mutual standard processes;
  • Act as a liaison for any customer concerns or escalations;
  • Process refill requests and tracking requests from clinic staff and participants;
  • Communicate with outside providers to support PACE participants’ continuity of care;
  • Assist with reordering and maintaining center stock supply while supporting centers’ protocols surrounding center/provider stock;
  • Obtain clarifications from providers for any clinical questions sent from the Grane Rx Customer Care team.
• Team member shall maintain a Leader Standard Work report, which will be due to the Director of Pharmacy Services each week.
• Identify and escalate priority issues to Pharmacist-in-Charge and/or appropriate department manager(s). 
• Follow procedures, guidelines/SOPs to ensure compliance is maintained.
• Competent in software systems that include FrameworkLTC, FrameworkECM, Salesforce, and Automated Packaging System.
• Additional duties as assigned by manager.

PREFERRED EXPERIENCE, EDUCATION, AND SKILLS

• Certified, licensed pharmacy technician in the state of California preferred.
• Preferred pharmacy experience.

• Preferred experience in long term care or PACE pharmacy.
• High School Diploma or equivalent required.

• Proven customer support experience – passion for excellence with respect to treating and caring for customers.
• Strong attention to detail – interested in preventing errors and solving problems.
• Strong phone contact handling and active listening skills.
• Strong work ethic and team player mindset.

• Experience using word processing, spreadsheet, database, internet and e-mail, pharmacy information systems required.
• Mandarin communication skills

ADDITIONAL SKILLS AND REQUIREMENTS

• Ability to read, write, speak and comprehend English.
• Ability to use good judgment.
• Ability to work in a fast paced, challenging and technical environment.
• Ability to work with teams.
• Active listening skills.
• Adaptability.
• Attention to detail and accuracy.
• Attention to detail and completion of all workflow steps.
• Customer service orientation.
• Excellent communication skills – verbal and written.
• High energy level.

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