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