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Job Information

CVS Health Liaison Therapy Adherence in Chandler, Arizona

Job Description

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 this Adherence role is to provide expertise and customer service to our valued AI 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. This candidate in this position will coordinate with sales, CRU, reimbursement and operations to manage the patient medication needs. Adherence Liaisons will be required to triage issues to the appropriate departments and update the patients accordingly. 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.

Initiates communications (multiple phone calls) with patients to resolve any CVS Health related concern related to patient medication needs. Read notes in preparation of call to determine possible problems/solutions.

Determine reasons patient is not compliant with therapy and offer solutions to assist in ongoing adherence

Coordinate between departments to bring patients back into compliance

Respond to internal inquiries via phone, email and/ or facilitate conference calls with appropriate departments as needed. Reporting requirements to various leaders on activity/results.

Initial responsibility for Prior Authorization and Expiring prescription management including collating data and providing to the medical offices/centers as requested. Once refill reactivated, the refill team handles future orders (unless adherence is disrupted again).



Required Qualifications

• One year experience in a customer service role or one year pharmacy experience

• Six months work experience with Windows-based applications like Windows, Microsoft Office, internet navigation, and email applications

• Six months computer keyboarding experience, skills and aptitude

Must have open Arizona Pharmacy Technician license or active Arizona Pharmacy Technician Trainee License

Preferred Qualifications

• Prefer six months experience handling and resolving a high volume of complex customer needs over the phone

• Prefer Healthcare work experience and familiarity with benefits, insurance, prescriptions

  • Two years experience as a Customer Service Representative or similar role in the healthcare industry.

  • Knowledge of disease therapy and the moving parts of patient medication management.

  • In depth knowledge of co-pay assistance programs.

  • Full knowledge of Specialty Pharmacy Operations systems, processes and procedures including CRU/

SGM teams and reimbursement (billing and coordination of benefits).

-Demonstrated ability to independently troubleshoot and problem solve complicated issues

  • Mastery of effective customer service skills including patient advocate focus.

  • Excellent proven interpersonal skills with the ability to teach and motivate others.

  • Self-starter with solid work ethic, organizational and prioritization skills.

  • Excellent verbal and written communication skills including ability to communicate effectively with all levels of management.

  • Proficient with Microsoft Office (Excel, Outlook, PowerPoint and Word)


Verifiable High School Diploma or GED

Business Overview

At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.