Patient Care Coordinator (50967)

Job Description Summary

The Patient Care Coordinator reports to the Supervisor, Pharmacy Benefits Management (PBM). The Patient Care Coordinator role is an important contributor in the internal and external services our Pharmacy Benefit Manager (PBM) provides to customers. In this role, the incumbent will function as a subject matter expert in our PBM customer service. This role works directly with members and vendors, and indirectly with clients to achieve our goal of an elevated PBM experience. The incumbent will also be responsible for researching and analyzing data to address operational challenges and Customer Service department issues

Duties And Responsibilities

Customer Service

• Ability to respond to a wide variety of member questions via telephone, e-mail and written correspondence regarding prescription drug benefits in a confidential, professional and ethical manner such as confirming Prior authorization status, verifying patient eligibility & pharmacy benefits, and placing overrides for rejected pharmacy prescription claims.
• Assist Benefits Coordinator I & II with coordinating intake and processing Prior Authorization Requests between doctors, patients, and pharmacy.
• Provide support to Benefits Coordinator II with training CSRs to handle customer service inquiries.
• Assist the Benefits Coordinator II in developing policies and procedures for our customer service agents.
• Provide assistance to Benefits Coordinator I & II and Supervisor in resolving all escalations in a timely manner to meet our Service Level Agreements.
• Responsible for the PBM customer service Help Desk for day-to-day tasks. Prior Authorization tickets, after hours voicemails/ emails, customer service e-mails, and direct member reimbursements.
• Provide the Benefit I coordinator support to develop client-facing reporting and communications.
• Responsible for implementing "white glove" customer service expectations for the PBM.

Operations

• Achieve service level targets with our e-mail box, Prior Authorization tickets, organizing documents in the H drive, and other areas of pharmacy operations.
• Utilize creative methods to understand how our customers perceive their interactions with Pinnacle Rx Solutions and the process of getting their medications.
• Provide suggestions and contribute to workflow improvements.
• Contribute to team of highly skilled and talented experts who maintain the current reporting environment and work to continually improve it by delivering operational reporting products, including critical metric reporting, performance dashboards, work-in-progress trackers and forecasting.
• Back-up and assist the Benefits Coordinator I & II in performing process Improvements, reporting and analytics, project management, and quality assurance activities.

Other

• Utilize all capabilities to satisfy one mission - to enhance the competitiveness and profitability of our members. Do everything possible to help members succeed by being curious and striving to understand what others are trying to achieve, planning, and executing work helpfully and collaboratively. Be willing to adjust efforts to ensure that work and attitude are helpful to others, being self-accountable, creating a positive impact, and being diligent in delivering results.
• Focus efforts on quality and quantity of product deliverables as well as resourcing and project management in a fast paced and challenging environment.
• Ensure application compliance while creating an environment for innovation and growth.
• Maintain internet speed of 40 MB download and 10 MB upload and router with wired Ethernet.
• Maintain a HIPAA-compliant workstation and utilize appropriate security techniques to ensure HIPAA-required protection of all confidential/protected client data.
• Maintain and service safety equipment (e.g., smoke detector, fire extinguisher, first aid kit).
• All other duties as assigned.

Physical Demands/Work Environment

The physical demands and work environment described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to communicate with others. The employee frequently is required to move around the office. The employee is often required to use tools, objects, and controls. This noise level in the work environment is usually moderate.