Pharmacy Support Liaison – Patient Engagement Team

University Hospitals

Pharmacy Support Liaison ensuring optimal intake and reimbursement for high cost medications. Collaborating with clinical teams for patient insurance verification and authorization processes.

Posted 7/23/2026full-timeWarrensville Heights • Ohio • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in patient assistance programs, insurance verification, and prior authorization processes while ensuring compliance with healthcare regulations. Strong ability to communicate effectively with patients and healthcare providers to enhance patient care and optimize pharmacy revenue.

Highest-signal resume keywords

Patient Assistance ProgramsInsurance VerificationPrior Authorization ProcessesClinical Background ExperienceKnowledge of Medical Terminology

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ICD9 CodingICD10 CodingCPT CodingDRG CodingThird-Party Insurance BillingBilling ProceduresClinical GuidelinesData EntryPatient Care CoordinationPharmacy Workflow Optimization

Soft Skills

CommunicationCollaborationCustomer ServiceProblem SolvingTraining and Mentoring

Tools & Technologies

Care Management Documentation SystemsTele Pharmacy SupportElectronic Communication Systems

Certifications & Qualifications

Certified Pharmacy Technician (CPhT)

Industry Keywords

Healthcare RegulationsPatient EligibilityPharmacy Revenue OptimizationProtected Health Information (PHI)Accreditation Standards

About the role

Key responsibilities & impact

Access care management documentation systems for data entry and to support the existing programs and processes by collecting information, utilizing appropriate department policies, procedures and guidelines specific to members’ eligibility, benefits and contracts.
Perform intake of service requests from providers or members received electronically, or via telephone or fax.
Triage and respond to incoming phone calls providing information and assistance to meet the caller’s needs.
Authorize service(s) based on plan design or clinical guidelines in accordance with the department policies/guidelines.
Improve patient service experience and maximize pharmacy revenue through provision of prior authorization services on behalf of patients needing high cost medications.
Conduct patient insurance, benefits and financial investigation and verification by directly communicating with patients.
Complete initial and renewal prior authorization forms, negotiate authorization status with insurers, track status of medication approval, and when necessary, alert stakeholders of denials or nonresponse.
Identify patient needs and ensure coverage of medication on their insurance plan through benefits investigation. If not covered, obtain necessary information from medical record, patient, and provider to enable justification for Patient Assistance program or copay assistance.
Contact patients to provide information related to these resources.
Facilitate enrollment of patients in patient assistance programs and collaborate with social services and case management on patient assistance.
Assist pharmacists with preparing letters of medical necessity and coordinating peer-to-peer conferences.
Expedite pharmacy workflow and enhance patient care by preventing therapy interruptions due to insurance issues in conjunction with pharmacists, physicians, transition care coordinators, nursing, and clinic staff.
Communicate and collaborate regarding patient therapy interruptions, additional therapy monitoring requirements, and alternative care delivery setting options.
Participate in revenue cycle committees to help identify causes of denied claims and develop workflow solutions to optimize revenue capture
Facilitate staff training and competency, education and practice advancement
Train new staff members
Maintain a training and competency program for all staff that meets accreditation standards
Coordinate with Pharmacy leadership to develop training experiences/competencies
Represent the department at hospital meetings, committees, and events as requested
Tele pharmacy Support: Answer incoming calls and respond to electronic communications
Assist health care providers and patients by greeting them by phone; answering questions and requests; referring inquiries to the site pharmacist(s) as needed.
Handle customer inquiries both telephonically and by email
Research required information using available resources
Manage and resolve customer complaints
Performs other duties as assigned. Complies with all policies and standards. For specific duties and responsibilities, refer to documentation provided by the department during orientation. Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

Requirements

What you’ll need

High School Equivalent / GED (Required)
Bachelor's Degree in health care related or business field (Preferred)
3+ years Strong clinical background experience in a medical office or other health care setting (Required)
Knowledge of medical terminology and ICD9, ICD10, CPT, and DRG codes (Required proficiency)
Knowledge of third-party insurance billing practices, federal and state regulations with regard to billing and reimbursement, internal billing structure, and billing procedures (Required proficiency)
Experience with patient assistance programs (Required proficiency)
Certified Pharmacy Technician (CPhT) (Required Upon Hire)

Benefits

Comp & perks

Sign on bonus: $3,000!!