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 requires extensive knowledge of specialty pharmacy products, disease states, and medical management for conditions such as Immunology, Neurology, Dermatology, Gastroenterology, Coagulopathy, and other chronic illnesses.

Responsibilities

• Maintain 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.
• Resolve shipping issues and concerns with a full understanding of shipping options.
• Assist in onboarding and supporting team members to promote solidarity, trust, and inclusivity.
• Utilize required systems, programs, and technology to deliver high-level patient service and care.
• Manage a patient census of approximately 120-130 patients, including ongoing support, updates, orders, and coordination of clinical needs.
• Participate in conflict, complaint, grievance, or occurrence resolution, including documentation, reporting, and follow-up.
• Respond efficiently 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.
• Network with consumer groups, patient advocacy organizations, and fundraising organizations.
• 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).
• 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.
• Engage in ongoing professional development and effective communication with supervisors and teammates.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent; college degree in nursing, health sciences, business administration, or similar preferred.
• Firm foundation in computer knowledge, including Microsoft Office and Excel.
• Comprehensive understanding of chronic disease state management.
• Customer/patient-facing experience in an office, clinic, or hospital setting.
• Ability and willingness to participate in patient care and community events outside usual work hours (e.g., evenings or weekends).
• Minimum of two (2) years’ experience in customer service 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.

Preferred Qualifications

• Excellent understanding of Immune Deficiency, Hemophilia, Plasminogen Deficiency, and other chronic disease states.
• Knowledge of Immune Globulin, MAB, and COAG medications, therapy options, and home infusion coordination.
• Bilingual skills and remote work experience.
• Specialty pharmacy or home infusion work experience.

Skills

• Strong organizational skills and detail orientation.
• Proven ability to prioritize work and manage a patient census.
• Effective verbal and written communication skills.
• Ability to work with limited supervision and as part of a team.
• Sound decision-making abilities and proactive problem-solving.
• Ability to develop and maintain supportive relationships with patients, caregivers, and internal/external partners.

Physical Requirements

• Vision, hearing, speech, and movements requiring the use of wrists, hands, and/or fingers.
• Ability to view a computer screen for long periods and sit for extended periods.
• Ability to lift and maneuver items of at least 20 lbs.
• Ability to travel 10-20% of the time, including overnight travel (1-5 days) 1-3 times annually.
• Work in a normal office setting.

Mental Demands

• Ability to learn, think, concentrate, and work under pressure, particularly during busy times.
• Close attention to detail and ability to work as part of a team.
• Effective interaction with co-workers and customers, exercising self-control and diplomacy.
• Ability to exercise discretion and appropriate judgment.