Pharmacy Technician Liaison - PACE

Losa Angeles, CA

POSITION SUMMARY

The Pharmacy technician Liaison position is primarily focused on building strong relationships with customers, proactively addressing their needs, and exceeding their expectations of Grane Rx pharmacy services. This position goes beyond basic customer service to actively guide customers towards success and satisfaction of Grane Rx pharmacy services. 

Proactive engagement: Actively reach out to customers to check on their progress, identify potential issues, and offer support before problems arise. 

Relationship building: Establishing trust and rapport with customers is crucial to effectively advocate for their needs. 

Deep product knowledge: Understanding the intricacies of the Grane Rx pharmacy services and processes with the PACE Center allowing this position to provide tailored guidance and solutions. 

Customer advocacy: The goal is to put customer needs first and working to deliver solution-based assistance through your pharmacy services. Actively and consistently find new ways to support customers and ensure needs are being met.

Customer satisfaction: Monitors customer satisfaction levels using tools such as Pulse Surveys, Customer Satisfaction surveys, and other feedback mechanisms.

This position analyzes this data to identify trends and areas for improvement, and to implement strategies to boost customer satisfaction.

This position will be responsible for traveling to assigned customer sites.  Travel to PACE centers will include training, collaboration on processes and policies.

Travel expected is 10-25%.

KEY RELATIONSHIPS

The Pharmacy Technician Liaison reports directly to the Director of Pharmacy Services.  This position works directly with customers, nurses, providers, and leadership.  This position also works with Grane Rx team members, including Pharmacy Operations team, Consultant Pharmacists, Billing associates, Inventory team, and Logistics. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Integral Role in Pharmacy Transition/Customer Onboarding
• Point for Pharmacy Services Meetings
• Conduct regular check-ins with customers to assess their needs and satisfaction
• Provide personalized training and support to help customers optimize their experience
• Identify potential roadblocks and proactively work to resolve them
• Gather customer feedback to inform operations for improvements
• Celebrate customer successes and highlight their positive experiences 
• Review reporting on the following:
• STAT volume and reason, establish Next Day vs Same Day
• Participant with No Dispense History
• Enrollment Information and Compare to Current PACE Participant List
• Evaluate ALF Census
• Delivery Expectations
• Evaluating Delivery Attempts and Ship to Center
• Floorstock/Med Cabinet
• Quality Event Reporting
• Vial and Card Usage

• Review options for Visually-Impaired and Hearing-Impaired
• Build relationship with contracted ALF partners and needs are met in timely manner
• Troubleshooting and collaborating on pharmacy concerns
• Ongoing training and support on pharmacy services for new and existing PACE staff
• Responsible for escalating all quality-related occurrences to the Grane Rx Quality team, as well as escalating any service issues to Grane Rx leadership.

• Coordination with outside provider network regarding mutual patient prescriptions:
• Additional tasks include the following, 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;
• Train new center staff 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;
• Communicate with outside providers to support PACE participants’ continuity of care;

• Maintain Leader Standard Work reporting
• Identify and escalate priority issues appropriate department manager(s). 
• Follow procedures/SOP and guidelines to ensure compliance is maintained.
• Competent in software systems that include FrameworkLTC, FrameworkECM, and Automated Packaging System.
• Additional duties as assigned by manager or between PACE Center and Grane Rx.

EXPERIENCE, SKILLS AND EDUCATIONAL REQUIREMENTS

• Preferred pharmacy experience.

• Preferred experience in long term care, PACE, ALF.
• High School Diploma or equivalent required.
• Customer-Centric and Patient-Centric mindset

• Proven customer support experience

• Strong interpersonal skills
• Effective problem solver
• Creative and critical thinking towards solutions
• Strong organizational skills

• Passion for excellence with respect to customers.

• Experience using word processing, spreadsheet, database, internet and e-mail, pharmacy information systems required.
• Preferred landuages, Mandarin and Cantonese

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
• Excellent communication skills – verbal and written
• High energy level