Patient Care Coordinator

About the role

The Patient Care Coordinator serves as a key point of contact for patients, providers, and insurance partners, delivering exceptional support throughout the specialty pharmacy journey. This role coordinates medication deliveries, manages patient communications, assists with therapy management programs, and resolves issues with urgency and professionalism. The ideal candidate thrives in a fast-paced environment, is highly organized, and is passionate about providing outstanding patient care.

Responsibilities

• Conduct outbound patient outreach to schedule specialty medication deliveries.
• Manage inbound and outbound calls regarding patient enrollment, insurance verification, medication refills, and delivery coordination.
• Support therapy management programs by completing patient care activities and escalating clinical concerns to pharmacists when appropriate.
• Assist patients with financial assistance pre-screening and enrollment in support programs.
• Communicate with patients, providers, pharmacies, and insurance companies to facilitate seamless care coordination.
• Investigate and resolve pharmacy-related issues by identifying root causes, implementing solutions, and ensuring follow-up through completion.
• Respond to routine inquiries from patients, healthcare providers, pharmacies, and employer groups.
• Accurately document all patient interactions and activities in accordance with established policies and procedures.
• Research and gather information using available systems and resources.
• Maintain accurate and timely data entry across multiple platforms.
• Utilize various company databases and systems to access and update patient information.
• Meet established productivity, quality, and customer service performance metrics.
• Protect patient privacy and maintain strict confidentiality of all proprietary and healthcare information.
• Perform additional duties as assigned.

Requirements

• High School Diploma or GED.
• Customer service and/or inbound call center experience.
• Strong verbal and written communication skills.
• Ability to independently research, troubleshoot, and resolve issues.
• Exceptional attention to detail and organizational skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• Demonstrated ability to work both independently and collaboratively within a team environment.
• Proficiency with Microsoft Office Suite and other business-related software applications.
• Commitment to maintaining confidentiality and handling sensitive information appropriately.
• Flexibility to work extended hours, weekends, or holidays as business needs require.

Qualifications

• Preferred: Bachelor's degree.
• Preferred: Prior experience in healthcare, specialty pharmacy, mail-order pharmacy, or a related healthcare setting.
• Preferred: Active Pharmacy Technician registration in good standing with the applicable State Board of Pharmacy.
• Preferred: Pharmacy Technician Certification (PTCB or equivalent).
• Preferred: Ability to successfully obtain company-required pharmacy technician qualifications within six months of hire, if applicable.

Work Environment

• Primarily operates in a call center environment.
• Frequent telephone communication throughout the workday.
• Exposure to moderate office and call center noise levels.
• Ability to sit for extended periods while using a computer and telephone equipment.
• Regular use of multiple systems and databases to support patient care activities.

Benefits

• Competitive compensation and comprehensive benefits package.
• Growth and development opportunities within a rapidly growing healthcare organization.
• Collaborative, patient-focused culture.
• Opportunity to make a meaningful impact on patients' lives every day.
• Inclusive and supportive work environment committed to professional success.