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.

Essential Duties/Responsibilities:

• 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

Required Skills/Abilities:

• 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

Education/Experience:

• High School Diploma or GED

• Proficient in Microsoft Office and industry related software programs

Preferred Skill/Abilities:

• 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

Work Environment/Physical Requirements:

Includes a call center environment, with exposure to excessive noise with minimal exposure to adverse environmental issues.

Ability to sit for prolonged periods of time.