Lead Patient Care Coordinator (590077)

PANTHERx is the nation’s largest rare disease pharmacy, dedicated to providing uncompromising quality and superior health outcomes for people living with rare and devastating diseases. We prioritize the patient experience and cultivate talent to encourage growth and career expansion within our team.

About the role

The Lead Patient Care Coordinator guides and mentors Patient Care Coordinator (PCC) teams, trains staff, and addresses escalated patient, manufacturer, or prescriber concerns. This role acts as a liaison between the Supervisor, RxARECARE and the PCC team, ensuring tasks are completed and process questions are resolved. The position is hybrid with occasional on-site work requirements in Pittsburgh, PA.

Responsibilities

• Communicates with patients via phone to establish rapport, ensure clinical compliance, and schedule next shipments of medication.
• Coordinates with the order management and fulfillment team to address compliance and patient concerns.
• Accepts direction from pharmacists and leadership regarding specialty call compliance programs.
• Guides the PCC team to provide services to patients and partners.
• Schedules and distributes daily responsibilities to ensure all patient engagement activities are handled.
• Evaluates and acts on daily reports to ensure the team exceeds operational expectations.
• Assists with annual performance reviews for PCCs.
• Trains PCC staff to support business operations.
• Conducts monthly call monitoring and coaching for team associates.
• Utilizes team phone statistics to meet business needs.
• Works with the shipping team to resolve shipping escalations.
• Coordinates with IRS on escalations needing potential overrides.
• Handles additional projects and activities as assigned.

Requirements

• High school diploma or GED.
• 1-3 years of customer service experience.
• 1-3 years of experience in a specialty pharmacy call center environment.
• Excellent communication, organizational, and interpersonal skills.
• Registration as a pharmacy technician with the Pennsylvania Board of Pharmacy, unless holding a 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 experience in a leadership role, managing team members.

Work Environment

This hybrid role routinely uses standard office equipment such as computers and phones. The position requires regular communication (talking, hearing, seeing) and frequent sitting, standing, walking, and use of hands.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

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 for full-time employees, with limited PTO for part-time employees.
• Paid holidays.