Patient Care Coordinator

Description:

THE POSITION:

Position Title: Patient Care Coordinator

Location: Office/Pharmacy

Reports to: VP of Pharmacy Operations & Clinical Care

FLSA Status: Non Exempt

THE POSITION:

The Patient Care Coordinator will handle inbound and outbound calls while developing and maintaining

relationships with existing patients and providers to ensure outstanding customer service and resolve

issues by offering solutions, explanations and options to patients, caregivers, providers and any additional

call types.

POSITION SUCCESS FACTORS:

 Excellent problem-solving skills

Contribute to delivering a positive engagement with all internal teams

Ability to work well under pressure in a fast paced work environment and under tight deadlines

Strong communication skills; clear and concise, effective, patient and courteous.

A solid base understanding of operational roles within a Specialty Pharmacy setting

Responsibilities:

Contact new and reoccurring patients or caregivers monthly and/or as needed to coordinate

prescription orders

Provide all inbound callers with information regarding our products or services, take or enter

orders, cancel orders or obtain details of complaints.

Review with patient’s or caregivers their medication coverage, obtain copay/balance, AOB or

other pertinent outstanding information needed to keep on patients record.

Ensure full customer satisfaction and maintain a friendly, helpful demeanor.

Refer unresolved account issues to designated departments for further investigation.

Document all communications, details of inquiries and actions taken in patient record.

Transfer patient or provider to clinician for additional assessments as needed and/or required. Process payments in the form of credit card transactions and inform patients of past due

amounts.

Log into phone queue and support callers (patients/physicians; etc) needs.

Requirements:

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

The requirements listed below are representative of the knowledge, skill and/or ability required.

Excellent oral communication skills

Time management

Active listening

Complex problem solving

Critical thinking

Judgement & decision making

Ability to work weekdays, including possible Saturdays and extended business hours, as needed

Personal Skills/Attributes/Qualifications:

>2+ years of related healthcare experience in Specialty Pharmacy setting or 5+ years of

customer service experience in a call center environment

High sense of urgency

 Commitment to excellence

 Patient focused

 Empathetic and respectful

Dedicated and persistent

 Cooperative and knowledgeable

Strong organizational and interpersonal skills

The above statements describe the general nature and level of work only. They are not an exhaustive list

of all required responsibilities, duties, and skills. Other duties may be added, or this summary amended at

any time.