Coordinator I, Patient Care
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, handles status inquiries, and schedules deliveries. Using the core CRM system, the role manages workload, performs activities, and routes work to other team members. As an initial point of contact, the Coordinator guides callers through the application process, answers inquiries, documents communications, and escalates urgent matters, errors, complaints, shipping issues, and potential adverse drug events to the appropriate party or system. The position also requires completing role-specific training and meeting performance standards based on predefined metrics.
Requirements
- High school diploma or GED required.
- Understanding of commercial and major medical insurance programs, billing requirements, health care benefit investigation processes, prior authorizations, 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 manage 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 and analytical skills, with the ability to work with minimal supervision.
- Strong verbal and written communication, customer service, and interpersonal skills.
- Ability to take appropriate action in a stressful environment.
Nice To Haves
- Associate or college degree preferred.
- Previous experience in a call center, health care office, corporate setting, health care insurance provider, or pharmacy is highly desirable.
Responsibilities
- Provide expertise on program requirements and application status while delivering responsive, reliable customer service.
- Serve as the initial point of contact for patients and health care providers, guiding callers through the application process and resolving 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 about urgent orders, shipping issues, errors, complaints, and adverse drug events.
- Identify potential adverse event situations for reporting to Pharmacovigilance to help ensure compliance with FDA regulations.
- Meet performance standards aligned with predefined metrics.
- Complete required training, including soft skills certification and program overviews.
Benefits
- Paid time off, including vacation, holidays, and sick time.
- Medical, dental, and vision insurance for eligible employees.
- 401(k) for eligible employees.
- Eligible to participate in short-term incentive programs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
