Coordinator I, Patient Care

AbbVie • North Chicago, IL

2h • $24 - $43

About The Position

This position provides high-volume call center support and customer service to patients and health care providers. The Coordinator educates patients about the enrollment process, responds to status inquiries, schedules deliveries, and uses the core CRM system to manage workload, perform activities, and route work to other team members.

Requirements

• High school diploma or GED.
• Understanding of commercial and major medical insurance programs, billing requirements, health care benefit investigation processes, prior authorization, and appeal filings.
• Knowledge of private payers, pharmacy benefits, medical benefits, Medicare Part D, Medicaid, and alternate funding resources.
• Organization and problem-solving skills to handle patient conversations, identify issues, and address needs.
• Comfort using multiple applications while capturing case information.
• Proficiency with Microsoft Office and Lotus Notes, including Excel, Word, Outlook, and SharePoint.
• Professional communication skills and the ability to maintain a courteous attitude toward customers and fellow employees.
• Critical thinking, analytical, communication, customer service, and interpersonal skills; ability to work with minimal supervision.
• Ability to take appropriate action in a stressful environment.

Nice To Haves

• Associate or college degree.
• Previous experience in a call center environment, health care office, corporate setting, health care insurance provider, or pharmacy.

Responsibilities

• Provide expertise on program requirements and application status while maintaining strong customer service, reliability, data entry, active listening, phone etiquette, communication, and teamwork.
• Serve as the initial point of contact for patients and health care providers, guiding callers through the application process and determining how to resolve their inquiries.
• Provide correct information or direct calls to the appropriate team member while maintaining professionalism.
• Document all communications received by phone and notify the appropriate party or system of urgent orders, shipping issues, errors, complaints, and adverse drug events.
• Identify potential adverse event situations for reporting to Pharmacovigilance to help ensure AbbVie meets FDA regulations.
• Meet performance standards in alignment with predefined metrics.
• Complete required training, including soft skills certification and program overviews.

Benefits

• Paid time off, including vacation, holidays, and sick leave.
• Medical, dental, and vision insurance for eligible employees.
• 401(k) for eligible employees.
• Eligibility to participate in short-term incentive programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED