Chronic Practice Liaison

Extraordinary Careers. Endless Possibilities.

With the nation’s largest home infusion provider, there is no limit to the growth of your career.

Option Care Health, Inc. is the largest independent home and alternate site infusion services provider in the United States. With over 8,000 team members including 5,000 clinicians, we work compassionately to elevate standards of care for patients with acute and chronic conditions in all 50 states. Through our clinical leadership, expertise and national scale, Option Care Health is re-imagining the infusion care experience for patients, customers and employees.

As a two-year recipient of the Gallup Exceptional Workplace Award, we recognize that part of being extraordinary is building a thriving workforce that is as unique as the patients and communities we serve. Join a company that is taking action to develop a culture that is inclusive, respectful, engaging and rewarding for all team members. Our organization requires extraordinary people to provide extraordinary care, so we are investing in a culture that attracts, hires and retains the best and brightest talent in healthcare.

Job Description Summary:

The Practice Liaison is an experienced solution-oriented professional who provides essential support to Chronic internal/external partners in strategizing and independently executing needs for targeted providers and chronic sales growth. Maintain and develop practice level relationships with identified Chronic Key Accounts to facilitate improved referral flow and meet individualized needs outlined by referral source partners. Act as single point of contact for Chronic Key Account practice management while streamlining communication resources ensuring Top quality of service. Practice Liaisons are held responsible for proactively building strong relationships with referral sources and partnerships with Chronic Commercial Team to increase referral providers, increase chronic referrals and impact growth of sales metrics. Responsible for working independently and in partnership with the Chronic Therapies Commercial and Operations teams to successfully identify, resolve and eliminate individual referral flow obstacles across all therapies. Referral Facilitator will deliver solutions and manage outcomes by providing intervention with a dedicated approach and direct focus to resolve persistent barriers that are responsible for delays in patients’ starts of care. The Referral Facilitator will ensure that efficient Referral process needs are communicated and improved upon to ensure optimal outcomes further improving patient experience and prescriber confidence. Serve as OCH Chronic Patient Advocate through engagement and support in Community events to further establish enhanced Option Care values.
Referral Facilitator will deliver solutions and manage outcomes by providing intervention with a dedicated approach and direct focus to resolve persistent barriers that are responsible for delays in patients’ starts of care. Referral Facilitator will ensure that efficient Referral process needs are communicated and improved upon to ensure optimal outcomes further improving patient experience and prescriber confidence.

Job Description: ​

Job Responsibilities (listed in order of importance and/or time spent)

• Be an essential part of a Chronic Cross functional, focused team that can assist/understand the operational and sales requirements to ensure increased chronic referral growth, efficient referral flow and deliver timely new patient starts.

• Serves as a key point of contact, coordination, and communication with Chronic providers and as representative of Option Care in providing education, assistance, and service to referral providers in referral flow management between Sales/Operations. 

• Focus on developing strong Key Account/practice level relationships to foster improved referral flow and enhanced provider/patient care

• Responsible for contributing towards & participating in customer facing Business Reviews – KPIs, Process Improvement, Truncate Referral to Start timelines

• Focus on developing strong Key Account/practice level relationships to foster improved referral flow and enhanced provider/patient care

• Responsible for identifying referral flow access obstacles and restrictions by strategically collaborating with operation and sales team members.

• Responsible for addressing, troubleshooting, and overcoming Referral Flow obstacles by delivering solutions to encourage timely referral pull-through.

• Understand the requirements of referrals in all therapeutic areas and put plans in place to address training and teamwork/partnership needs and opportunities.

• Represent and have responsibility for the entire Chronic Therapies Team’s product portfolio of referrals.

• Provide support and relief to OCH Team members (Sales and Operations) on referral flow management needs, allowing OCH team members to maintain focus on primary Job responsibilities.

• Communicate with patients to discuss topics including:  an introduction to OCH, overview of the OCH process and what to expect, field patient questions and triage to the appropriate OCH personnel.

• Proactively manage the referral process and communicate needs to resolve referral flow obstacles and execute solutions.

• Serves as point of contact, coordination who’s responsible for developing and building strong external/internal relationships with Operations/Sales Teams.

• Utilize and have access to appropriate OCH platforms to manage the referral process and, if needed, recommend necessary improvements. These platforms for access include but are not limited to individual EMR access, Reference Point, Pharma Point, Nurse Point, Sales Force etc.

• Serve as a member of the Reference Point team and support the direction to the sales team.

• Responsible for customer facing Business Reviews – KPIs, Process Improvement, Truncate Referral to Start timelines

• Knowledge and capability to serve as bench strength commercially/operationally for vacancies/open roles.

Supervisory Responsibilities

Does this position have supervisory responsibilities? No

(i.e. hiring, recommending/approving promotions and pay increases, scheduling, performance reviews, discipline, etc.)

Basic Education and/or Experience Requirements

• High School Diploma and 2 years of customer service/account management experience, intake/RCM experience, OR
• An Associate’s Degree, LPN or Pharm Tech license. 

Basic Qualifications

• Experience establishing and maintaining relationships with individuals at all levels of the organization.
• Experience growing referral provider relationships and partnerships
• Experience providing High Level/White Glove customer service to internal and external customers, including meeting quality standards of services and evaluation of customer satisfaction.
• Proficient computer skills. Ability to work with Microsoft Windows-based programs, and acceptable data entry skills required. Power Point, Excel, Word
• Experience in identifying operational issues and recommending process improvements.
• Ability to evaluate information and make decisions or take actions to problem solve or reach a goal.
• Strong interpersonal and communication skills. Ability to work cooperatively with pharmacy branch departments, Sales Team members, and customers.
• Strong organization and planning skills with ability to make/deliver presentations

Travel Requirements:  (if required)

• As needed.  Less than 20% of time. Remote-based position.

Preferred Qualifications & Interests (PQIs)

• RN, LPN, RD or Pharm Tech licensure and/or experience
• Previous Infusion Medical Billing/Collections or Intake/Admissions Experience.
• Specialty Pharmacy/Infusion experience

Due to state pay transparency laws, the full range for the position is below:

Salary to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Pay Range is $26.15-$43.57

Benefits:

-401k

-Dental Insurance

-Disability Insurance

-Health Insurance

-Life Insurance

-Paid Time off

-Vision Insurance

Application Deadline:

Option Care Health subscribes to a policy of equal employment opportunity, making employment available without regard to race, color, religion, national origin, citizenship status according to the Immigration Reform and Control Act of 1986, sex, sexual orientation, gender identity, age, disability, veteran status, or genetic information.

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