Coordinator I, Patient Care

AbbVie • 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, handles 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.
• Experience in a call center, healthcare office, corporate setting, healthcare insurance provider, or pharmacy is highly desirable.
• Understanding of commercial and major medical insurance programs, billing requirements, healthcare benefit investigation processes, prior authorization, and appeals.
• Knowledge of private payers, pharmacy and 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 coworkers.
• Critical-thinking and analytical skills, ability to work with minimal supervision, and strong verbal, written, customer-service, and interpersonal skills.
• Ability to take appropriate action in a stressful environment.

Nice To Haves

• Associate or college degree preferred.

Responsibilities

• Provide expertise on program requirements and application status while delivering responsive, reliable, and courteous customer service.
• Serve as the initial point of contact for patients and health care providers, guide callers through the application process, and work toward resolving inquiries.
• Provide accurate information or direct calls to the appropriate team member while maintaining professionalism.
• Document 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 Pharmacovigilance reporting 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 leave.
• Medical, dental, and vision insurance for eligible employees.
• 401(k) for eligible employees.
• Eligible 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