Therapy Adherence Liaison
Redlands , California
November 21, 2017
Position Summary:
CVS Health has approved the Recapture Team for the Transplant Therapy and is actively recruiting for the position of Therapy Adherence Liaison . Qualified candidates can work from any of the Specialty Pharmacy locations.

The Therapy Adherence Liaison will reach out to members who are past due on their medication, discuss their concerns and use innovative solutions to keep our patients adherent to therapy. We are looking for people with enthusiasm, knowledge of the Transplant therapy and those having at least one year experience working directly with patients. As a Therapy Representative, you will be a key member of a Specialty Pharmacy by enhancing our members experience within their specific health plan. The purpose of the Adherence role is to provide expertise and customer service to our valued Transplant members or providers relating to enrollment, refilling of prescription orders, discussing benefits, and any/all other questions in regards to their health plan.

The primary responsibility of the Therapy Adherence Liaison role is to act as a patient advocate in addressing patient concerns to drive adherence and compliance. Qualified candidates will coordinate with sales, CRU, reimbursement and operations to manage the patient’s medication needs. Adherence Liaisons will be required to triage issues to the appropriate departments, update the patients accordingly and proactively communicate compliance/adherence related concerns to patients to mitigate disruption in patient therapy. Therapy Adherence Liaisons are considered retention specialists to help ensure patient adherence and prescription compliance going forward.

Daily responsibilities will include initiating communications with patients to resolve any CVS Health related concern related to patient medication needs. This includes reviewing the patient information prior to the call to determine possible reasons patient is not compliant with therapy, offering solutions to assist in ongoing adherence, determining possible problems/solutions and coordinating with multiple departments to bring patients back into compliance. Resolution would involve performing the initial prior authorization and expiring prescription management including collating data and providing to the medical offices/centers as requested.

Therapy Adherence Liaisons will also respond to internal inquiries via phone, email and/ or facilitate conference calls with appropriate departments and reporting requirements to various leaders on activity/results.


Required Qualifications:
1+ year experience as a Pharmacy Service Representative or similar role in the healthcare industry

Preferred Qualifications:
1. Knowledge of Transplant and the moving parts of patient medication management.
2. In depth knowledge of co-pay assistance programs.
3. Full knowledge of Specialty Pharmacy Operations systems, processes and procedures including CRU/ SGM teams and reimbursement (billing and coordination of benefits).
4. Demonstrated ability to independently troubleshoot and problem solve complicated issues
5. Mastery of effective customer service skills including patient advocate focus.
6. Excellent proven interpersonal skills with the ability to teach and motivate others.
7. Self-starter with solid work ethic, organizational and prioritization skills.
8. Excellent verbal and written communication skills including ability to communicate effectively with all levels of management.
9. Proficient with Microsoft Office (Excel, Outlook, PowerPoint and Word)

High School and/or equivalent experience.

Business Overview:
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking EEO AA CVS Health

CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website:

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