Specialty Pharmacy Liaison

Job Description
THE POSITION:
This Specialty Pharmacy Liaison serves as a subject matter expert, conducts on the job training and assists the team with escalations.  They work closely with the supervisory team to ensure that program goals and key performance indicators are met. Additionally, they participate in special projects and support the supervisor. 
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
Acts as a SME providing leadership support according to business rules of assigned program.
Provides on-the-job training to new and existing team members in partnership
Resolves escalated customer issues.
Assists with agent task assignment in supervisor’s absence.
Serves as Specialty Pharmacy first point of contact.
Partners with contracted Specialty Pharmacies to escalate any patient shipment issues.
Leads informative, effective, and collaborative  weekly status calls with each contracted Specialty Pharmacy.
Works with leadership to recognize and provide recommendations for operational improvements.
Ensures adherence and compliance to program SOPs and business rules, policies and procedures.
Assists in developing work processes, SOPs, and training materials.
Measures and maintain performance against standards.
Assists IT with testing of program enhancements.
Focuses on results in a professional, ethical, and responsible manner when dealing with customers, vendors, team members, and others.
Accepts being accountable and responsible in work practices and expectations. Delivers what is promised.
Fosters a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency.
Uses innovative critical and creative thinking to evaluate and solve work and customer issues.
Seeks assistance in solving work problems through collaboration and information seeking.
Excellent attendance.
Ability to effectively coach and develop associates with influence.
Other tasks and projects as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.
An individual in this position must be able to successfully perform the expectations listed above.