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
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
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.