Patient Liaison - Home Infusion (Field Based Role - North Shore)

Beth Israel Lahey Health; Burlington (MA); On-site; USD 44,000 - 5,933,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Patient Liaison for the Home Infusion Services across our system hospitals. You will build clinical relationships with patients and families to promote home infusion options and support safe medication self-administration.

You will partner with case managers to ease transitions from hospital to home, address insurance questions, and educate caregivers on infusion techniques, ensuring seamless patient care and successful payer approvals.

Qualifications

• High School diploma or GED required.
• Certification or experience as a Medical Assistant or Pharmacy Technician preferred.
• 1–3 years of work experience in healthcare services, specialty pharmacy, patient services, customer service, or medical office support preferred.

Responsibilities

• Serve as the primary point of contact & facilitate communication for hospital discharge planners, case managers, and prescribers to the home infusion pharmacy.
• Meet patients referred for home infusion services to determine appropriateness for therapy.
• Review & answer questions about insurance coverage, out-of-pocket costs, and available payment options with each patient.
• Educate patients and caregivers on safe medication administration techniques and proper use of infusion equipment.
• Collaborate with nurses and pharmacists to review clinical documentation and ensure completeness for payer approval and safe transition.
• Identify potential barriers to treatment plan and collaborate with the care team to resolve them.
• Facilitate effective communication between hospitals, prescribing providers, and the home infusion pharmacy team.
• Participate in quality improvement activities related to patient transitions, referral satisfaction, and service efficiency.

Skills

Communication

Interpersonal skills

Healthcare knowledge

Patient education

Education

High School diploma or GED

Job description

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Beth Israel Lahey Health and {BILH Pharmacy- Home Infusion Services} are devoted to consistently promoting a culture of Wellbeing, Empathy, Collaboration, Accountability, Respect, and Equity as outlined in our organization's WE CARE values.

The Patient Liaison is the face of BILH Pharmacy – Home Infusion Services. This role is stationed across our system hospitals with a primary responsibility of clinical relationship building. The Patient Liaison engages with patients and family members to introduce home infusion services, identify potential barriers to discharge, and ensure understanding of medication self-administration practices.

This position collaborates with hospital case managers/discharge planners to facilitate patient transitions to home.

Job Description

ESSENTIAL DUTIES & RESPONSIBILITIES (including but not limited to):

• Serve as the primary point of contact & facilitate communication for hospital discharge planners, case managers, and prescribers to the home infusion pharmacy.
• Meet patients referred for home infusion services to determine appropriateness for therapy.
• Review & answer questions about insurance coverage, out-of-pocket costs, and available payment options with each patient.
• Educate patients and caregivers on safe medication administration techniques and proper use of infusion equipment.
• Collaborate with nurses and pharmacists to review clinical documentation and ensure completeness for payer approval and safe transition.
• Identify potential barriers to treatment plan and collaborate with the care team to resolve them.
• Facilitate effective communication between hospitals, prescribing providers, and the home infusion pharmacy team.
• Participate in quality improvement activities related to patient transitions, referral satisfaction, and service efficiency.

Qualifications

• High School diploma or GED required.
• Certification or experience as a Medical Assistant or Pharmacy Technician preferred.
• 1–3 years of work experience in healthcare services, specialty pharmacy, patient services, customer service, or medical office support preferred.
• Strong communication and interpersonal skills; ability to interact effectively with patients, caregivers, case managers, and providers.
• Organizational skills with ability to manage multiple referrals, track authorizations, and coordinate with clinical teams

Other Requirements

• Consistently promote a culture of Wellbeing, Empathy, Collaboration, Accountability, Respect, and Equity as outlined in the organization's WE CARE values.
• Demonstrated commitment and actions to valuing diversity and contributing to an inclusive working and learning environment.
• Ability to travel between referral sources.
• Ability to prioritize tasks, manage multiple referrals, and meet deadlines.
• Strong presentation skills for in-services and referral source education.
• Sound judgment in escalating issues to nurses, pharmacists, or leadership when appropriate.
• Ability to work collaboratively with clinical staff and referral partners to ensure seamless patient care.

Physical Requirements

• Frequent: sitting, walking, standing, bending (neck/waist), twisting (neck/waist), power grasping with both hands, fine manipulation, pushing/pulling with both hands, keyboard use, and reaching below shoulder height.
• Occasional: reaching above shoulder height, pushing or pulling items up to 25 lbs., lifting/carrying up to 10 lbs.
• Rare: lifting/carrying up to 25 lbs., lifting/carrying up to 50 lbs., pushing items up to 50 l

Pay Range

$32.00 - $43.07

The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled