Pharmacy Patient Liaison

Northern Light Health; Bangor (ME); On-site; USD 26,000 - 33,000; Full time

Job summary

Northern Light Eastern Maine Medical Center in Bangor, ME is seeking a Pharmacy Patient Liaison to support patients and the pharmacy team in ambulatory settings. This hybrid role blends patient service with business performance, focusing on medication adherence, refill management, and enrollment in NL Pharmacy services.

The ideal candidate has a Pharmacy Technician credential (CPhT) or equivalent, plus experience or willingness to pursue the exam within six months.

Qualifications

• EMR software experience is preferred.
• Demonstrated patient care and communication skills.
• Ability to recruit patients and explain services clearly.

Responsibilities

• Proactively resolve high level patient access challenges and benefits investigations.
• Recruit patients to NLH pharmacy services and manage enrollment.
• Handle refill requests via protocol and patient needs.
• Communicate with medical teams, patients, and pharmacy staff professionally.
• Perform other duties including data reporting and participation in projects.

Skills

EMR software

Patient care

Communication

Sales pitches

Education

High School Diploma/GED

Job description

Northern Light Eastern Maine Medical Center

The compensation range listed reflects the range Northern Light Health anticipates relying on in setting the wages for the position. The range may not necessarily include all additional compensation elements available, such as differentials, incentive programs and benefits.

Department

Department: Cardiology Clinic

Position is located

Position is located: Northern Light Cardiology

Work Type

Work Type: Full Time

Hours Per Week

Hours Per Week: 40.00

Work Schedule

Work Schedule: Variable

Salary Range

Salary Range: $18.75 - $24.15

Exempt

Exempt: No

Summary

The Pharmacy Patient Liaison is a unique role that provides integrated support to patients and pharmacists by providing a 'hands-on' approach to total quality patient care. This position is essential to the growth and maintenance of the pharmacy business line and is part of the core of supporting health system specialty pharmaceutical care. This hybridized role is a unique combination of patient service delivery and business performance. The pharmacy liaison will primarily practice in the ambulatory setting and work with other members of the specialty clinic team, in collaboration with Northern Light's specialty pharmacy and infusion centers. Critical to this position is a person who is able to work independently and establish strong and credible relationships with patients, clinicians and pharmacy staff. They will encourage patients of specialty clinics to utilize pharmacy to fully benefit from its patient care services. The pharmacy liaison will be physically located in the clinic, seamlessly integrating with the clinic team, providing care face-to-face and over the phone. They will educate prospective pharmacy patients on the services that NL Pharmacy can provide, support outpatient retail, specialty prescription, and infusion needs, ensure patients remain on track with medication regimens/adherence checks, perform refill reminder calls, help develop processes to ensure smooth operations and patient care.

Responsibilities

• Proactively resolve high level patient pharmaceutical access challenges and benefits investigations (Prior authorizations, navigating patient access programs, grants, etc.).
• Recruit patients to use NLH pharmacies exceptional wrap around patient care services (performing sales pitches, enrolling in services, pharmacy refill management, etc.) by developing patient relationships. Actively participates in both growth and retention of patients.
• Manage refill requests via protocol and other pharmaceutical patient requests.
• Communicate with medical teams, patients, and pharmacy personnel in a professional and timely manner.
• Other Duties as assigned to include but are not limited to meeting attendance, NLH pharmacy projects, data reporting, etc.

Other Information

• National Pharmacy Technician Certification (CPhT) or equivalent or has a minimum of one-year licensed pharmacy technician work experience and sits for the CPhT exam within the first 6 months of hire.

Competencies and Skills

• Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.
• Electronic medical record software.
• Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.
• Effectively Communicates: Listen, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.
• Ability to understand the language used to precisely describe the human body including its components, processes, conditions affecting it, and procedures performed upon it.
• Spreadsheet application with the ability to use calculations, formulas, graphing tools, pivot tables, and a macro programming.
• Email application with the ability to manage email as well as calendars, managing tasks and contacts, note taking, journaling, and web browsing.
• MS Teams
• Word process application with the ability to create and edit documents, format, use tables, apply footnoting, create table of contents and mail merge techniques.
• Multi-line phone, scanner, photocopier, fax, and internet.
• Provides Patient-Centered Care: Demonstrates understanding of patient care quality and service as organizational priority. Proactively supports change to improve patient experience and results. Exhibits the ability and willingness to find out what the patient wants and needs and to act accordingly, taking the organizational and outside resources into account. Cooperates, collaborates, communicates, and integrates care within and between teams to ensure that care is continuous and reliable.
• Public Speaking
• Serves Others: Strives to understand, meet and exceed the expectations and requirements of internal and external customers which may include the people and communities in our service areas. Develops and maintains relationships, alliances and coalitions within and outside the organization and leverages them in order to obtain information, support, and promote cooperation and collaboration.
• Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
• Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of belonging, empowerment, and cooperation.
• Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
• Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.

Credentials

• Required Pharmacy Technician

Education

• Required High School Diploma/General Educational Development (GED)

Working Conditions

Northern Light Eastern Maine Medical Center is a 411- bed, regional tertiary care hospital and an American College of Surgeons-verified Level II Trauma Center. Located in Bangor, Maine, it serves as the principal referral center for a patient population of 500,000 residents across the northern two-thirds of the state. The medical center provides comprehensive inpatient and outpatient services, including advanced surgical care, neurosciences, cardiovascular medicine, oncology, and critical care. Eastern Maine Medical Center is the base for LifeFlight of Maine, a critical care air medical transport program that conducts nearly 900 missions annually, ensuring timely access to specialized care for rural and remote communities. As a member of Northern Light Health, the medical center is part of an integrated statewide health system comprising nine hospitals, numerous primary and specialty care practices, long-term care facilities, home health and hospice agencies, and emergency ground and air transport services. This integrated model supports coordinated, patient-centered care across the continuum. Eastern Maine Medical Center plays a central role in advancing clinical quality, operational efficiency, and health equity throughout the region. It is actively engaged in clinical education and serves as a training site for medical students, residents, and fellows through affiliations with academic and professional institutions. Bangor, Maine offers a stable and supportive environment for healthcare professionals. The region is home to high-performing public and private schools, including the University of Maine's flagship campus in Orono. Bangor International Airport provides convenient commercial air service with direct and connecting flights to major US hubs. The area also offers access to a wide range of cultural, educational, and recreational opportunities, with outdoor activities available year-round in Maine's forests, lakes, mountains, and coastal regions. Northern Light Eastern Maine Medical Center is a strategic hub for clinical excellence, innovation, and community health in northern New England.

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