Patient Care Coordinator

Position Summary

The Patient Care Coordinator is responsible for specialty patient support services, including inbound customer service calls. This position has no direct reports.

Essential Duties/Responsibilities

• Perform patient outreach, primarily telephonically, to schedule medication deliveries
• Handle phone calls and correspondence regarding new patient enrollment, insurance verification, medication refill and delivery scheduling
• Perform patient care activities to accurately support therapy management programs; triage to a clinical pharmacist, when required
• Perform financial assistance pre-assessment for select therapy management programs and assist with patient enrollment as needed
• Place outgoing phone calls to patients, doctors and insurance companies
• Resolve pharmacy issues from members, providers and pharmacies; determine the cause of the issue; select and explain the best solution to solve the issue; expedite correction or adjustment; follow up to ensure resolution
• Respond to routine inquiries on multiple products from members, providers, pharmacies, and employer groups
• Document all call information according to standard operating procedures
• Research required information using available resources
• Enter data accurately and timely
• Utilize multiple company database programs for accessing member information
• Achieve individual performance goals for productivity and quality
• Maintain confidentiality of patient and proprietary information
• Other duties as assigned

Required Skills/Abilities

• Customer service or inbound call center experience required
• A knowledgeable individual with appropriate industry experience, preferably in the healthcare or mail order/specialty pharmacy industry
• Effective verbal and written communication skills
• A decisive individual who possesses a detail-oriented perspective
• Ability to independently identify, research and resolve issues
• Sound technical skills, analytical ability, good judgment, and strong operational focus
• Ability to work with peers in a team effort
• Demonstrated ability to manage multiple priorities and deadlines
• A well-organized and self-directed individual who is able to work with minimal amount of supervision
• Capability to efficiently complete tasks in a fast-paced environment
• Ability to work extended hours, weekends, and holidays pursuant with industry demands
• Proficient in Microsoft Office and industry related software programs
• Ability to maintain confidentiality of information and data in accordance with policies

Education/Experience

• High School Diploma or GED
• Proficient in Microsoft Office and industry related software programs

Preferred Skills/Abilities

• Bachelor's degree strongly preferred
• Registered Pharmacy Technician licensed and in good standing with applicable State Board of Pharmacy
• Certified Pharmacy Technician, licensed through the Institute for the Certification of Pharmacy Technicians (ICPT) or Pharmacy Technician Certification Board (PTCB), strongly preferred; ability to pass Qualified Pharmacy Technician exam administered by company within six months of hire

Work Environment/Physical Requirements

Includes a call center environment, with exposure to excessive noise with minimal exposure to adverse environmental issues. Ability to sit for prolonged periods of time.