Job Description
Description:
THE POSITION:
Position Title: Patient Care Coordinator
Location: Office/Pharmacy
Reports to: VP of Pharmacy Operations & Clinical Care
FLSA Status: Non Exempt
THE POSITION:
The Patient Care Coordinator will handle inbound and outbound calls while developing and maintaining
relationships with existing patients and providers to ensure outstanding customer service and resolve
issues by offering solutions, explanations and options to patients, caregivers, providers and any additional
call types.
POSITION SUCCESS FACTORS:
Excellent problem-solving skills
Contribute to delivering a positive engagement with all internal teams
Ability to work well under pressure in a fast paced work environment and under tight deadlines
Strong communication skills; clear and concise, effective, patient and courteous.
A solid base understanding of operational roles within a Specialty Pharmacy setting
Responsibilities:
Contact new and reoccurring patients or caregivers monthly and/or as needed to coordinate
prescription orders
Provide all inbound callers with information regarding our products or services, take or enter
orders, cancel orders or obtain details of complaints.
Review with patient’s or caregivers their medication coverage, obtain copay/balance, AOB or
other pertinent outstanding information needed to keep on patients record.
Ensure full customer satisfaction and maintain a friendly, helpful demeanor.
Refer unresolved account issues to designated departments for further investigation.
Document all communications, details of inquiries and actions taken in patient record.
Transfer patient or provider to clinician for additional assessments as needed and/or required. Process payments in the form of credit card transactions and inform patients of past due
amounts.
Log into phone queue and support callers (patients/physicians ; etc) needs.
Requirements:MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
The requirements listed below are representative of the knowledge, skill and/or ability required.
Excellent oral communication skills
Time management
Active listening
Complex problem solving
Critical thinking
Judgement & decision making
Ability to work weekdays, including possible Saturdays and extended business hours, as needed
Personal Skills/Attributes/Qualifications:
>2+ years of related healthcare experience in Specialty Pharmacy setting or 5+ years of
customer service experience in a call center environment
High sense of urgency
Commitment to excellence
Patient focused
Empathetic and respectful
Dedicated and persistent
Cooperative and knowledgeable
Strong organizational and interpersonal skills
The above statements describe the general nature and level of work only. They are not an exhaustive list
of all required responsibilities, duties, and skills. Other duties may be added, or this summary amended at
any time.
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