Patient Experience Coordinator II - FuzeRx

About the role

The Patient Experience Coordinator II at FuzeRx plays a key role in delivering exceptional patient and customer support while ensuring a seamless experience throughout the prescription fulfillment process. Reporting to the Supervisor, Patient Operations, this individual contributor supports the Central Operations team by responding to patient and customer inquiries, resolving issues, collaborating across departments, and maintaining FuzeRx's commitment to patient-centered care and HIPAA compliance.

Responsibilities

• Patient & Customer Support: Respond promptly to patient and customer inquiries through phone and messaging channels; provide accurate information regarding prescription claims, order status, shipping updates, and general service questions; maintain a positive, empathetic, and professional customer experience in every interaction.
• Issue Resolution & Escalation Management: Review and resolve escalated customer concerns and problem orders using internal tools and resources; identify appropriate solutions while ensuring timely issue resolution and customer satisfaction.
• Call Management & Communication: Answer inbound calls from patients, customers, and insurance providers; accurately route inquiries to appropriate internal departments when necessary; communicate effectively with internal and external stakeholders to ensure continuity of care and service.
• Cross-Functional Collaboration: Partner with Patient Operations and cross-functional teams to support efficient workflows and operational excellence; assist team members as needed to ensure service levels and departmental objectives are consistently met.
• Compliance & Confidentiality: Maintain strict adherence to HIPAA regulations and company confidentiality standards; handle all patient information with professionalism, discretion, and integrity while following established policies and procedures.
• Performance & Operational Excellence: Consistently meet or exceed established performance metrics and service expectations; demonstrate flexibility, accountability, and a team-first mindset by supporting operational needs and adapting to changing priorities in a fast-paced environment.

Qualifications

• High school diploma or GED equivalent.
• Minimum of 2 years of customer service experience, preferably within healthcare, pharmacy, or a related patient-facing environment.
• Excellent customer service, phone etiquette, and interpersonal communication skills.
• Strong written and verbal communication abilities with patients, customers, and internal teams.
• Detail-oriented with a high level of accuracy and organizational skills.
• Ability to work independently while collaborating effectively within a cross-functional team environment.
• Comfortable working remotely with multiple systems and adapting to evolving processes and technologies.
• Flexibility to work schedules that may include evenings, weekends, and holidays.
• Commitment to maintaining patient confidentiality and HIPAA compliance.