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.

Education

Required High School or better in GenEd

Preferred Bachelors or better in Business Administration

Licenses & Certifications

Preferred PTCB

Tech, Registered

Equal Opportunity Employer

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