Lead Patient Care Coordinator

Birdi•Plymouth, MI

5d•Remote

About The Position

The Lead Patient Care Coordinator plays a key role in supporting the day-to-day operations of Birdi's patient care and customer service team. This position serves as a subject matter expert and informal team leader, providing guidance, training, and operational support while ensuring high-quality service for patients, providers, and pharmacy partners. The Lead Patient Care Coordinator assists with patient intake, issue resolution, quality assurance activities, work distribution, and team development. This role works closely with Patient Care Coordinators, Clinical Pharmacists, and leadership to ensure timely prescription processing and exceptional customer service. This position does not have direct reports but serves as a resource and mentor to team members.

Requirements

High School Diploma or GED.
Registered Pharmacy Technician in good standing with the applicable State Board of Pharmacy.
Proficiency with Microsoft Office and industry-related software applications.
Strong customer service, communication, and interpersonal skills.
Ability to independently identify, research, and resolve issues.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities and deadlines effectively.
Ability to work collaboratively in a team environment.
Strong judgment, analytical thinking, and operational focus.
Ability to work with minimal supervision in a fast-paced environment.
Flexibility to work extended hours, weekends, and holidays as business needs require.

Nice To Haves

Bachelor's degree.
Certified Pharmacy Technician (PTCB or ICPT certification).
Ability to successfully complete the company's Qualified Pharmacy Technician examination within six months of hire.
Prior leadership, mentoring, training, or lead technician experience.

Responsibilities

Assist with patient intake and customer service operations.
Respond to inquiries from patients, providers, pharmacies, employer groups, and internal team members.
Contact patients, physicians, and insurance companies to obtain prescription clarification and required information.
Notify customers of order processing delays and provide status updates.
Resolve pharmacy-related issues and ensure timely follow-up and resolution.
Assist with the distribution of daily work assignments and special projects.
Provide routine guidance and support to Patient Care Coordinators and technicians.
Assist with onboarding, training, and scheduling activities.
Share knowledge and serve as a mentor to team members.
Communicate escalated issues, productivity concerns, and team accomplishments to leadership.
Support quality assurance activities and operational workflows.
Maintain detailed records of customer interactions, inquiries, complaints, and resolutions.
Utilize multiple internal systems to access and manage member information.
Assist Clinical Pharmacists with resolving member prescription issues.
Maintain confidentiality of patient and proprietary information at all times.