Care Coordinator (112569)

About the Role

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. As a Care Coordinator, you will focus on assisting patients and prescribers with the coordination of necessary vaccines, order management, and financial assistance programs. This role serves as the primary contact for patients and physicians, ensuring clinical compliance, managing prescription refills, and addressing patient concerns while adhering to healthcare regulations.

Responsibilities

• Communicates with patients via phone to establish rapport, introduce program offerings, customize welcome kits, ensure clinical compliance, authorize medication shipments, and coordinate patient engagement activities.
• Conducts physician office welcome calls to provide program overviews and complete enrollment in communication preference plans.
• Tracks all patient and manufacturer interactions using mutually agreed-upon platforms, as permitted by law.
• Serves as the primary contact for patients and physicians to resolve inquiries.
• Ships patient travel kits upon request or identified need.
• Ensures patients are enrolled and consented in the program and communicates with manufacturer representatives as needed.
• Performs order management activities, including data entry, patient onboarding, profile creation, prescription retrieval, adverse event and product complaint submission, and follow-ups.
• Enrolls patients in financial assistance programs (e.g., Quick Start, Bridge, Copayment Assistance, PAP, Product Replacement) while excluding federal/state healthcare program beneficiaries from commercial co-payment programs.
• Communicates patient transfers to third-party PAPs, clarifying the independence of the organization from the manufacturer.
• Triages patients to available 501(c)3 foundations as appropriate.
• 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.
• Communicates effectively with the RPH Supervisor and Program Manager and performs other assigned duties.

Requirements

• High school diploma or GED.
• 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, you may initiate the process via the Pennsylvania Licensing System (PALS) and complete training upon hire.

Preferred Qualifications

• Bachelor’s degree.
• 1-3 years of customer service experience.
• 1-3 years of experience in a specialty pharmacy call center environment.

Work Environment

This role operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The position may require standing, walking, and frequent use of hands and fingers.

Schedule

This full-time, non-exempt position may require varied and rotating schedules between 8:00 a.m. and 8:00 p.m., Monday through Friday, as determined by the Manager.

Benefits

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