Implementation Specialist

Welcome to Clearway Health- a recognized Great Place to Work and destination organization! We arean award-winning culture where talented people are respected, informed, engaged, empowered, developed - and where they want to grow and make a difference. We offer a wide range of benefits, perks and wellness programs in addition to continuous learning opportunities to help you grow. At Clearway Health, diversity, equity, inclusion and belonging are an essential part of our business and workplace culture. Clearway Health emerged as a solution from Boston Medical Center to improve access to care, provide personal support and manage the complex specialty medication needs of vulnerable patients and their families. We partner with hospitals, health systems and the communities they care for to accelerate their specialty pharmacy programs. AtClearwayHealth, we take great pride in our High Five! Values to provide best in class experiences for ouremployees, ourclients and their patients. We welcome you to follow us on LinkedIn where you can also learn more about ourcompany, culture,people, andcareers.

POSITION SUMMARY:

The Implementation Specialist plays a critical role in the successful launch and integration of Clearway Health's specialty pharmacy services at new hospital partner sites. As the frontline representative during the initial phase of a partnership, the Implementation Specialist is deployed onsite to ensure a smooth onboarding experience for patients, clinical staff, and newly hired team members.

This role is responsible for delivering high-quality, hands-on training to new Pharmacy Patient Liaisons, modeling best practices in patient engagement, care coordination, and medication access for individuals facing complex treatment regimens and high-cost medications. The Implementation Specialist provides direct patient support and ensures adherence to regulatory, clinical, and operational standards to facilitate timely and efficient specialty care.

The Implementation Specialist collaborates closely with the Client Services team to ensure a seamless transition of knowledge and responsibilities to long-term support staff. When not actively deployed, they may support existing sites, fill in for team members, or contribute to special projects and departmental initiatives.

ESSENTIAL RESPONSIBILITIES / DUTIES:

The IMPLEMENTATION SPECIALIST is a full-time travelling position; the qualified candidate must be willing to travel, which will include overnight and extended stays at the client location. Estimated durations of travel will be 3-4 months per project and is dependent on the ability to hire and train local liaison resource(s) for the client.

Onboarding & Implementation at Client-Sites:

• Lead On-Site Implementation: Serve as the primary on-site lead during new client onboarding, overseeing implementation activities, ensuring client satisfaction, and managing day-to-day integration of Clearway Health services.
• Develop Clinical Relationships & Champion Engagement: Build strong partnerships with clinical teams by attending staff meetings, shadowing key roles, and identifying clinic champions to drive adoption and collaboration.
• Train & Support New Staff: Provide comprehensive, hands-on training to newly hired Pharmacy Technician Liaisons and Pharmacists, including shadowing, workflow education, and competency validation to ensure consistent service delivery.
• Optimize Workflows & Integration: Assess and improve clinic and pharmacy workflows by mapping current processes, addressing inefficiencies (e.g., PA workflows, patient flows, communication protocols), and implementing Clearway Health best practices.
• Establish External Partnerships: Collaborate with providers, pharmacy teams, insurers, drug reps, and external care providers to support a sustainable, patient-centered model of care.
• Monitor Progress & Report Outcomes: Track implementation milestones, identify barriers or risks, and provide regular updates to leadership to ensure successful execution and handoff to the permanent site team.

Operational Responsibilities

• Support Clinical Integration and Communication: Collaborate closely with hospital clinicians and specialty pharmacy partners to deliver coordinated patient care, both face-to-face and remotely. Communicate effectively with providers (physicians, nurses, pharmacists) in person, by phone, and through EMR to ensure timely resolution of clinical and operational issues.
• Manage Patient and Provider Documentation: Navigate EMRs to gather necessary documentation for prior authorizations, support clinical decision-making, and ensure all required paperwork and electronic orders are completed accurately for billing and compliance purposes.
• Problem Solving and Initiative: Exercise sound judgment and situational awareness in resolving patient care issues, escalating when appropriate. Show creativity and resourcefulness in addressing workflow and process challenges, supporting new hospital initiatives, and collaborating with key stakeholders such as Medical Directors and Practice Managers.
• Operational Execution and Performance Monitoring: Oversee service delivery and enrollment progress during implementation, maintaining accountability until full transition to on-site staff is complete. Support operational goals through data input, test claim adjudication, medication pricing reconciliation, and direct patient communication to promote understanding and adherence.

Patient Relationship Development & Client Performance

• Drive Patient Enrollment and Growth: Manage and grow the specialty pharmacy patient base by executing enrollment strategies, following up on leads from clinical partners, and generating new opportunities through provider relationships and in-clinic engagement.
• Achieve and Track Performance Goals: Meet patient enrollment and service line growth targets by leveraging patient care management platforms and aligning with revenue performance metrics. Regularly evaluate enrollment progress and share results with management to inform strategic direction.
• Foster Patient Retention through Personalized Support: Deliver high-quality, patient-centered care by building strong relationships, offering medication adherence support, processing timely refills, and customizing communication to meet individual patient needs-ensuring continuity of care and long-term engagement.
• Identify and Capitalize on Growth Opportunities: Analyze clinic data to identify potential patients eligible for specialty pharmacy services. Establish and track targeted capture goals in alignment with program objectives, collaborating with leadership to continuously improve patient outreach and service impact

JOB REQUIREMENTS

EDUCATION:

HS Diploma or G.E.D. required

Bachelor's Degree preferred

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• Must be registered and in good standing with any State Board of Pharmacy.
• Implementation Specialist must have current active National Certification verified by PTCB or NHA.
• Must have a valid driver's license with current auto insurance. Must be willing and able to travel up to 75% of the time.

EXPERIENCE:

• Must have 5+ years of pharmacy experience,
• Pharmacy leadership experience preferred

KNOWLEDGE AND SKILLS:

• Strong Communication: Excellent verbal and written communication skills; able to communicate professionally in person, via phone, and in writing.
• Interpersonal & Leadership Skills: Builds effective relationships with hospital staff and cross-functional teams; demonstrates leadership and professionalism across all levels.
• Cultural Competence: Comfortable working with diverse populations; demonstrates cultural sensitivity and inclusion in all interactions.
• Confidentiality & Discretion: Maintains strict confidentiality with patient and organizational data; exercises sound judgment in sensitive situations.
• Organizational Alignment: Understands and advocates for program and hospital goals; actively supports departmental and organizational objectives.
• Adaptability & Flexibility: Responds effectively to changing priorities, shifting objectives, and team needs; remains open to new ideas and approaches.
• Professional Growth: Demonstrates initiative in learning and skill development; seeks out opportunities for professional advancement and continuous improvement.
• Clinical & Program Knowledge: Familiarity with transplant, hepatitis C, infectious diseases (including HIV), oncology, and other specialty therapies preferred.
• Pharmacy & Healthcare Operations: Experience with prior authorization submissions and knowledge of the 340B drug program and ACO hospital models.
• Technical Proficiency: Experience with systems such as QS1/NRx, EPIC, Salesforce, and CoverMyMeds.

SPECIAL WORKING CONDITIONS (ON-CALL, TRAVEL, SHIFT, COVERAGE):

• Ability to travel for extended periods of time (~2-4 months) or up to 60% travel in a year.