Coordinator I, Patient Care

About the Role

This position is responsible for providing high-volume call center support and best-in-class customer service to patients and health care providers. The role involves educating patients on the enrollment process, handling status inquiries, and scheduling deliveries using the core CRM system to manage workload, perform activities, and route work to other team members.

Responsibilities

• Provide subject matter expertise of program requirements while maintaining a high level of customer service, sense of urgency, reliability, data entry skills, active listening, proper phone etiquette, strong verbal and writing skills, and teamwork.
• Act as the initial point of contact for patients and healthcare providers (HCPs), guiding callers through the refill process to determine resolution of inquiries.
• Ensure correct information is provided or direct calls to the appropriate team member while maintaining professionalism.
• Document all communications from calls in typed form and notify relevant parties of urgent orders, shipping issues, errors, complaints, or adverse drug events.
• Identify potential Adverse Event situations for reporting to Pharmacovigilance to ensure AbbVie meets FDA regulations.
• Meet performance standards aligned with predefined metrics.
• Complete all required training, including soft skills certification and program overviews.

Qualifications

• High School Diploma or GED required; Associate or College Degree preferred.
• Previous experience in a call center environment, healthcare office, corporate setting, healthcare insurance provider, or pharmacy is highly desirable.
• Understanding and knowledge of commercial and major medical insurance programs, billing requirements, healthcare benefit investigation processes, prior authorization, and appeal filings.
• Knowledge of private payers, pharmacy benefits, medical benefits, Medicare Part D, Medicaid, and alternate funding resources.
• Demonstrated organizational and problem-solving skills to handle patient conversations, identify issues, and address needs.
• Comfort with utilizing multiple applications while capturing case information.
• Proficient with Microsoft Office Suite and Lotus Notes Suite, including Excel, Word, Outlook, and SharePoint.
• Ability to maintain professional communication skills and a courteous attitude toward customers and colleagues.
• Strong critical thinking, analytical skills, and ability to work with minimal supervision.
• Excellent communication (verbal and written), customer service, and interpersonal skills.
• Ability to take appropriate action in a stressful environment.

Benefits

• Comprehensive package including paid time off (vacation, holidays, sick).
• Medical, dental, and vision insurance.
• 401(k) eligibility for eligible employees.
• Eligibility to participate in short-term incentive programs.