Role Description
The Practice Liaison, Chronic Therapies is responsible for improving referral-to-start conversion, and managing relationships with healthcare providers across chronic therapy programs, with a focus on specialty and infusion therapies. This role serves as a key connection point between providers, patients, and internal teams. The individual uses data, insights, and proactive account management to improve access, remove barriers, and deliver a strong provider and patient experience.
Job Responsibilities
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Key Responsibilities
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Build and maintain strong relationships with physicians, clinics, and referral sources
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Act as a trusted advisor on services, referral processes, and therapy options
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Referral Optimization & Execution
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Assess referral workflows and identify barriers to timely patient starts
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Partner with Sales, Intake, Pharmacy, and Operations to resolve issues
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Improve referral-to-start timelines, conversion rates, and provider satisfaction
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Serve as a primary point of contact for key accounts
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Provider Engagement
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In partnership with Chronic Account Executive:
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Execute outreach through calls, virtual meetings, and targeted campaigns
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Identify and convert new referral opportunities
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Partner with field sales to expand reach and coverage
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Data, Reporting & Continuous Improvement
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Track account performance, referral trends, and growth opportunities
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Use CRM and internal systems to manage activity and results
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Participate in provider business reviews and performance discussions
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Recommend process improvements based on data and feedback
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Patient & Provider Experience
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Support providers with education on referral requirements and processes when requested by the Chronic Account Executive
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Guide patients and providers through onboarding and access questions when needed
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Represent the organization at community and professional events
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Cross-Functional Collaboration
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Work closely with Sales, Operations, Pharmacy, and Intake teams
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Support referral flow management when needed
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Contribute to solving operational challenges that impact growth
Qualifications
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High school diploma or equivalent is required
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3+ years of experience in one or more of the following:
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Pharmacy operations
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Nursing Operations
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Patient Onboarding
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Revenue Cycle Management
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Demonstrated ability to build relationships and drive measurable outcomes
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Strong communication, problem-solving, and organizational skills
Requirements
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Experience establishing and maintaining relationships with individuals at all levels of the organization
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Experience growing referral provider relationships and partnerships
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Experience providing High Level/White Glove customer service to internal and external customers, including meeting quality standards of services and evaluation of customer satisfaction
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Proficient computer skills; ability to work with Microsoft Windows-based programs, and acceptable data entry skills required (Power Point, Excel, Word)
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Experience in identifying operational issues and recommending process improvements
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Ability to evaluate information and make decisions or take actions to problem solve or reach a goal
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Strong interpersonal and communication skills; ability to work cooperatively with pharmacy branch departments, Sales Team members, and customers
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Strong organization and planning skills with ability to make/deliver presentations
Travel Requirements
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Minimal travel (up to ~20%)
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Primarily remote with virtual engagement
Preferred Qualifications & Interests (PQIs)
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Bachelor’s degree in Business, Healthcare, Life Sciences, or related field
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Experience in specialty pharmacy, infusion therapy, or chronic disease management
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Knowledge of referral workflows, intake/admissions, or reimbursement processes
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Background working with physician offices, hospitals, or care coordination teams
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Clinical experience or exposure (RN, LPN, Pharmacy Technician, etc.)
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Experience managing complex or multi-stakeholder accounts
Benefits
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Medical, Dental, & Vision Insurance
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Paid Time off
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Bonding Time Off
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401K Retirement Savings Plan with Company Match
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HSA Company Match
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Flexible Spending Accounts
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Tuition Reimbursement
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myFlexPay
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Family Support
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Mental Health Services
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Company Paid Life Insurance
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Award/Recognition Programs
