Bilingual Care Coordinator

PANTHERx is the nation’s largest rare disease pharmacy, dedicated to providing uncompromising quality and superior health outcomes for patients living with rare and devastating diseases. We prioritize the patient experience in every aspect of our work.

About the role

The Bilingual Care Coordinator assists patients and prescribers with medication questions, coordinates prescription refills, updates billing information, and addresses patient concerns while providing bilingual (Spanish) support. This role serves as a patient care coordinator, insurance resolution specialist, and order management technician for the RxARECARE program. The position also involves enrolling patients in financial assistance programs and ensuring compliance with healthcare regulations.

To accommodate business and patient service needs, this position may require varied and rotating full-time schedules between 8:00 a.m.–8:00 p.m., Monday–Friday.

Responsibilities

• Communicates with patients via phone to establish rapport, introduce program offerings, ensure clinical compliance, authorize medication shipments, and address patient questions.
• Conducts physician office welcome calls to provide program overviews and complete enrollment in communication preference plans.
• Tracks all patient and manufacturer representative interactions using agreed-upon platforms, as permitted by law.
• Serves as the primary contact for patients and physicians to resolve inquiries and issues professionally and promptly.
• Ensures patients are enrolled and consented in the program and communicates with manufacturer representatives as needed.
• Performs order management activities, including order/data entry, patient onboarding, profile creation/updates, prescription retrieval, adverse event reporting, and follow-ups.
• Enrolls patients in financial assistance programs such as Quick Start, Bridge, Copayment Assistance, PAP, and Product Replacement when applicable.
• Screens and excludes federal/state healthcare program beneficiaries (e.g., Medicare, Medicaid, VA/DoD, TRICARE) from commercial co-payment programs.
• Handles reimbursement support, including processing pharmacy claims, obtaining authorizations, and discussing financial responsibility with patients.
• Accepts direction from pharmacists and leadership regarding specialty call compliance programs.
• Processes pharmacy claims accurately and communicates with supervisors as needed.
• Adheres to all privacy and HIPAA regulations in communications and documentation.
• Completes all responsibilities fluently in both English and Spanish.
• Performs additional projects and activities as assigned.

Requirements

• High school diploma or GED.
• Bilingual—fluent in English and Spanish, including medical terminology.
• Minimum of 1 year of customer service experience in a call center environment.
• Excellent communication, organizational, and interpersonal skills.
• Registration as a pharmacy technician with the Pennsylvania Board of Pharmacy (or current PA State Pharmacist license).
• If not currently registered, must initiate the registration process via the Pennsylvania Licensing System (PALS) and complete training upon hire.

Preferred Qualifications

• Bachelor’s degree.
• Prior experience in a specialty pharmacy call center environment.
• Healthcare interpreter certification (e.g., Certification Commission for Healthcare Interpreters or National Board of Certification for Medical Interpreters) or willingness to obtain certification.

Work Environment

This role operates in a professional office environment, with hybrid or remote flexibility for eligible employees. Routine use of standard office equipment such as computers and phones is required.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. Frequent sitting, standing, walking, and use of hands/fingers to handle or feel objects is necessary. Reasonable accommodations may be made for individuals with disabilities.

Benefits

• Hybrid, remote, and flexible on-site work schedules (based on position).
• Comprehensive benefits package, including medical, dental, vision, HSA, and FSA options.
• 401K with employer matching.
• Employer-paid life insurance and short/long-term disability coverage.
• Employee Assistance Program (EAP).
• Generous paid time off for full-time employees (limited PTO for part-time).
• Paid holidays.