Coordinator I, Patient Care Services

About the role

The Patient Care Coordinator (PCC) serves as the liaison between Nufactor patients, contracted nursing partners, and all other departments within the company. As an active member of the Patient Care Services team, the PCC provides high-level patient service coordination while supporting the department, peers, and company on a daily basis. This role involves managing a patient census of approximately 120–130 patients, ensuring ongoing support, medication orders, clinical coordination, and disease state management for conditions such as Immunology, Neurology, Dermatology, Gastroenterology, Coagulopathy, and others.

Responsibilities

• Demonstrate extensive knowledge of the Patient Care Services department, systems, processes, and job responsibilities.
• Understand disease states, medications, supplies, and medical management for Immune Globulin, Monoclonal Antibodies, and Blood Disorder medications.
• Provide daily support to department management, peers, and staff as directed by supervisors.
• Resolve shipping issues and concerns with a full understanding of shipping company options.
• Foster a supportive, efficient, and ethical work environment for incoming and existing team members.
• Maintain proficiency in required systems, programs, and technology to deliver high-level patient service.
• Manage patient support services, including updates, orders, service needs, and clinical coordination for home administration.
• Participate in conflict, complaint, grievance, or occurrence resolution, including documentation, reporting, and follow-up.
• Respond efficiently and knowledgeably to medication recalls.
• Promote the Nufactor service model, product lines, and corporate image.
• Maintain professional and ethical relationships with peers, patients, caregivers, nursing agencies, physicians, hospitals, and other stakeholders.
• Represent the company at industry, community, or advocacy meetings, providing guidance and information.
• Network with consumer groups, patient advocacy organizations, and fundraising organizations through local, regional, or national events.
• Receive and forward patient referrals to the Intake Department as appropriate.
• Participate in staff on-call rotation as needed.
• Track, maintain, and ensure compliance for Nufactor DME (pumps).
• Resolve internal or external conflicts, concerns, or complaints, including collaboration with Human Resources when necessary.
• Work remotely with efficiency and effectiveness, maintaining availability via company-issued computer and iPhone during scheduled hours.
• Adhere to company policies, federal and state regulations, and laws.
• Demonstrate dedication to position responsibilities, achieving assigned goals and objectives.
• Work collaboratively with coworkers, internal and external customers, sharing ideas constructively and respecting diversity.
• Comply with Injury and Illness Prevention Program policies, ensuring safe work practices.
• Ensure conduct aligns with Compliance Program Policies and report any concerns or violations immediately.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent; college degree in nursing, health sciences, business administration, or similar field preferred.
• Minimum of two years’ experience in customer-facing roles within a multidimensional office, clinic, hospital, or related setting.
• Experience in chronic disease state management, specialty pharmacy, sales, clinical services, or patient care coordination is a plus.
• Strong computer skills, including proficiency in Microsoft Office and Excel.
• Detail-oriented, process-driven, and able to prioritize work effectively.
• Excellent verbal and written communication skills.
• Ability to work with limited supervision and as part of a team.
• Flexibility and willingness to participate in patient care, community projects, and events outside usual work hours (e.g., evenings or weekends).
• Integrity and commitment to professionalism, compassion, and ethical behavior.

Preferred Qualifications

• Bilingual skills (not required).
• Specialty pharmacy or remote work experience.
• Comprehensive understanding of Immune Deficiency, Hemophilia, Plasminogen Deficiency, and other chronic disease states.
• Knowledge of Immune Globulin, Monoclonal Antibody (MAB), and Coagulation (COAG) medications, therapy options, and home infusion coordination.
• Ability to develop and maintain supportive relationships with patients, caregivers, nurses, physicians, community members, and professional organizations.
• Sound decision-making abilities and proactive problem-solving skills.

Skills

• Strong organizational skills.
• Detail orientation and ability to prioritize tasks.
• Effective verbal and written communication.
• Ability to work independently and collaboratively.
• Proficiency in conflict resolution and customer service.

Physical Requirements

• Vision, hearing, speech, and fine motor skills (use of wrists, hands, and fingers).
• Ability to view a computer screen for extended periods and sit for long durations.
• Capability to lift and maneuver items weighing at least 20 lbs.
• Ability to travel 10–20% of the time, including overnight stays of 1–5 days, 1–3 times annually.

Mental Demands

• Ability to learn, think critically, and concentrate under pressure, especially during busy periods.
• Strong attention to detail and teamwork to ensure excellent customer service.
• Effective interaction with coworkers and customers, exercising self-control and diplomacy.
• Discretion and sound judgment in decision-making.
• Proactive approach to finding solutions.