Patient Care Coordinator

Position Summary

The Patient Care Coordinator is responsible for specialty patient support services, including inbound customer service calls. This position has no direct reports.

• Perform patient outreach, primarily telephonically, to schedule medication deliveries.
• Handle phone calls and correspondence regarding new patient enrollment, insurance verification, medication refill and delivery scheduling.
• Perform patient care activities to accurately support therapy management programs; triage to a clinical pharmacist, when required.
• Perform financial assistance pre-assessment for select therapy management programs and assist with patient enrollment as needed.
• Place outgoing phone calls to patients, doctors and insurance companies.
• Resolve pharmacy issues from members, providers and pharmacies; determine the cause of the issue; select and explain the best solution to solve the issue; expedite correction or adjustment; follow up to ensure resolution.
• Respond to routine inquiries on multiple products from members, providers, pharmacies, and employer groups.
• Document all call information according to standard operating procedures.
• Research required information using available resources.
• Enter data accurately and timely.
• Utilize multiple company database programs for accessing member information.
• Achieve individual performance goals for productivity and quality.
• Maintain confidentiality of patient and proprietary information.
• Other duties as assigned.

• Customer service or inbound call center experience required.
• A knowledgeable individual with appropriate industry experience, preferably in the healthcare or mail order/specialty pharmacy industry.
• Effective verbal and written communication skills.
• A decisive individual who possesses a detail-oriented perspective.
• Ability to independently identify, research and resolve issues.
• Sound technical skills, analytical ability, good judgment, and strong operational focus.
• Ability to work with peers in a team effort.
• Demonstrated ability to manage multiple priorities and deadlines.
• A well-organized and self-directed individual who is able to work with minimal amount of supervision.
• Capability to efficiently complete tasks in a fast-paced environment.
• Ability to work extended hours, weekends, and holidays pursuant with industry demands.
• Proficient in Microsoft Office and industry related software programs.
• Ability to maintain confidentiality of information and data in accordance with policies.

• High School Diploma or GED.
• Proficient in Microsoft Office and industry related software programs.

• Bachelor’s degree strongly preferred.
• Registered Pharmacy Technician licensed and in good standing with applicable State Board of Pharmacy.
• Certified Pharmacy Technician, licensed through the Institute for the Certification of Pharmacy Technicians (ICPT) or Pharmacy Technician Certification Board (PTCB), strongly preferred; ability to pass Qualified Pharmacy Technician exam administered by company within six months of hire.

Includes a call center environment, with exposure to excessive noise and minimal exposure to adverse environmental issues. Ability to sit for prolonged periods of time.