Patient Care Liaison

Job Details: Job Location: Dottie's Pharmacy

• Charleston, SC, Position Type: Full Time, Salary Range: $25.00 - $32.00Hourly, Job Shift: 1st Shift, At Artes. Rx, we are more than a pharmacy organization. We are a team of compassionate professionals dedicated to improving the lives of vulnerable patient populations through exceptional behavioral health and long-term care pharmacy services. As a leading organization in this space, Artes. Rx brings together a growing network of pharmacies, expanding through strategic acquisitions while preserving the trusted local brands and relationships that have earned strong reputations in their communities. Together, we enhance medication access, adherence, and health outcomes for individuals who are often underserved due to the stigma surrounding mental illness and substance use disorders. Our mission is to empower our customers with pharmacy solutions tailored to their unique needs. By combining innovative technology with compassionate, high-touch service, we ensure efficient medication fulfillment and timely deliveries that foster trust, peace of mind, and healthier outcomes. We believe every individual deserves kindness, compassion, and dignity, and we know our success depends on honesty, integrity, and respect in every interaction. If you are passionate about helping others, thrive in a collaborative environment, and want your work to have a lasting impact, we invite you to explore a career with Artes. Rx.

Position Summary

The Patient Care Liaison provides individualized support to patients receiving long-acting injectable (LAI) therapy by helping them overcome access, coordination, education, and adherence barriers. The position serves as a central point of communication among patients, families, prescribers, pharmacies, and community-based providers to promote timely treatment initiation, continuity of care, and positive patient experiences.

Primary Responsibilities

• Assist uninsured and underinsured patients in navigating insurance coverage, benefits verification, prior authorization requirements, affordability options, and manufacturer or other patient assistance programs to support timely access to LAI therapy.
• Provide individualized patient support to identify and address barriers that may delay treatment initiation, and conduct appropriate follow-up after missed, delayed, or rescheduled doses.
• Serve as a communication bridge among patients, families, prescribers, pharmacies, issues, and support continuity of care.
• Educate patients and caregivers about LAI treatment plans, medication access and administration processes, appointment expectations, and adherence strategies within the scope of the role, reinforcing information provided by licensed clinicians and helping reduce fear, stigma, and treatment drop-off.
• Connect patients with accessible community resources, including local pharmacy or clinic injection sites, recovery organizations, transportation or social-service supports, and harmreduction resources, as appropriate.
• Track patient outreach, referrals, access barriers, authorization status, scheduled administration dates, missed-dose follow-up, and outcomes accurately and promptly in designated systems.
• Maintain regular contact with patients throughout the onboarding and treatment process, adapting communication methods to patient needs and escalating urgent clinical, safety, or access concerns to the appropriate licensed professional.
• Collaborate with internal and external partners to identify service gaps, improve referral and onboarding workflows, and support efficient transitions between prescribers, pharmacies, injection sites, and community resources.
• Protect patient confidentiality and handle personal health information in accordance with HIPAA, organizational policies, and applicable legal and regulatory requirements.
• Maintain current knowledge of available patient assistance programs, payer requirements, community services, and LAI access pathways relevant to the populations served. Participate in team meetings, training, quality-improvement activities, and community outreach initiatives related to patient access, engagement, and continuity of care.
• Perform other related duties as assigned.

Qualifications

Key Skills

• Demonstrates empathy, respect, and responsiveness while identifying barriers to care, evaluating available resources, and collaborating on practical solutions.
• Communicates clearly and effectively in English with internal and external customers through active listening, speaking, comprehension, and writing, while adapting respectfully to individuals from varied backgrounds and with differing health-literacy needs.
• Proficient in MS Office Suite (Word, Excel, Outlook, Teams) and demonstrated ability to work effectively with pharmacy applications.
• Experience in handling claim rejections and working through the prior authorization process to ensure timely approvals and successful resolution of issues.
• Demonstrated ability to work independently on assigned tasks or in a team setting while focused on detail, accuracy, safety and productivity.
• Ability to sit for extended periods while remaining able to actively listen and communicate verbally with patients, facilities, prescribers, and team members. Education/Experience Requirements
• High school diploma or equivalent required; associate or bachelor’s degree in social work, human services, healthcare administration, public health, behavioral health, or a related field preferred.
• Prior experience in patient navigation, care coordination, pharmacy services, behavioral health, community health, social services, benefits support, or a related patient-facing role preferred.
• Working knowledge of health insurance processes, prior authorizations, patient assistance programs, and community-resource navigation preferred.