Lead Patient Care Coordinator
Why Birdi?
At Birdi, we're transforming the pharmacy experience through innovation, exceptional service, and a commitment to improving patient outcomes. Our team is dedicated to delivering a seamless medication experience while providing personalized support to patients, providers, and partners.
When you join Birdi, you'll become part of a collaborative culture that values teamwork, continuous improvement, and professional growth. Every team member plays an important role in helping patients access the medications they need while delivering an outstanding customer experience.
About the Role
The Lead Patient Care Coordinator plays a key role in supporting the day-to-day operations of Birdi's patient care and customer service team. This position serves as a subject matter expert and informal team leader, providing guidance, training, and operational support while ensuring high-quality service for patients, providers, and pharmacy partners.
The Lead Patient Care Coordinator assists with patient intake, issue resolution, quality assurance activities, work distribution, and team development. This role works closely with Patient Care Coordinators, Clinical Pharmacists, and leadership to ensure timely prescription processing and exceptional customer service.
This position does not have direct reports but serves as a resource and mentor to team members.
What You'll Do
Patient Support & Customer Service
- Assist with patient intake and customer service operations.
- Respond to inquiries from patients, providers, pharmacies, employer groups, and internal team members.
- Contact patients, physicians, and insurance companies to obtain prescription clarification and required information.
- Notify customers of order processing delays and provide status updates.
- Resolve pharmacy-related issues and ensure timely follow-up and resolution.
Team Support & Operational Leadership
- Assist with the distribution of daily work assignments and special projects.
- Provide routine guidance and support to Patient Care Coordinators and technicians.
- Assist with onboarding, training, and scheduling activities.
- Share knowledge and serve as a mentor to team members.
- Communicate escalated issues, productivity concerns, and team accomplishments to leadership.
Quality & Process Management
- Support quality assurance activities and operational workflows.
- Maintain detailed records of customer interactions, inquiries, complaints, and resolutions.
- Utilize multiple internal systems to access and manage member information.
- Assist Clinical Pharmacists with resolving member prescription issues.
- Maintain confidentiality of patient and proprietary information at all times.
What You'll Bring
Required Qualifications
- High School Diploma or GED.
- Registered Pharmacy Technician in good standing with the applicable State Board of Pharmacy.
- Proficiency with Microsoft Office and industry-related software applications.
- Strong customer service, communication, and interpersonal skills.
- Ability to independently identify, research, and resolve issues.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities and deadlines effectively.
- Ability to work collaboratively in a team environment.
- Strong judgment, analytical thinking, and operational focus.
- Ability to work with minimal supervision in a fast-paced environment.
- Flexibility to work extended hours, weekends, and holidays as business needs require.
Preferred Qualifications
- Bachelor's degree.
- Certified Pharmacy Technician (PTCB or ICPT certification).
- Ability to successfully complete the company's Qualified Pharmacy Technician examination within six months of hire.
- Prior leadership, mentoring, training, or lead technician experience.
Key Competencies
- Customer Service Excellence
- Communication & Relationship Building
- Problem Solving & Conflict Resolution
- Teamwork & Collaboration
- Time Management & Prioritization
- Attention to Detail
- Training & Mentorship
- Adaptability & Continuous Improvement
Work Environment
- Remote/home-office based environment.
- Minimal exposure to excessive noise or adverse environmental conditions.
- Ability to sit for extended periods of time.
- Ability to effectively work in a fast-paced operational environment.
Why This Role Matters
As a Lead Patient Care Coordinator, you'll help ensure patients receive timely support, accurate prescription processing, and an exceptional service experience. Your leadership, guidance, and operational expertise will contribute directly to team success while helping Birdi deliver on its mission of improving patient care and medication access.
Equal Employment Opportunity Statement
Birdi is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. We make employment decisions without regard to race, color, religion, creed, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, marital status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Birdi is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the recruitment process and employment relationship. If you require an accommodation, please notify a member of our Talent Acquisition team.