Medication Support Coordinator

Mass General Brigham•Boston, MA

15h•Hybrid

About The Position

The Medication Support Coordinator is a full-time hybrid position at The Brigham and Women's Hospital, Inc., based at the Phyllis Jen Center, 75 Francis Street, Boston. The role requires onsite work 2–3 days per week and focuses primarily on durable medical equipment (DME) coordination, including processing documentation, ensuring clinical records meet payer requirements, and following up with vendors and insurers to support timely patient delivery. The coordinator also assists patients with medication and equipment access, financial assistance applications, prior authorizations, coverage questions, and appeals.

Requirements

High school diploma or equivalent.
1–2 years of medical office, hospital, or managed care experience.
1–2 years of medication administration or pharmacy experience.
Knowledge of laws and regulations related to clinical practice and patient confidentiality.
Knowledge of medication abbreviations and symbols, medication indications and dosages, and common medication questions.
Strong written and verbal communication skills.
Service excellence skills, including active listening, problem solving, and the ability to remain calm in emotional situations.

Nice To Haves

Experience with electronic medical record systems.
Experience with Outlook.

Responsibilities

Accurately complete, process, and submit DME order forms and certificates of medical necessity.
Coordinate with healthcare providers to ensure clinical documentation aligns with payer-specific DME coverage requirements.
Follow up with DME vendors and insurance plans to track order status, resolve fulfillment delays, and ensure timely delivery to patients.
Meet one-on-one with patients to explain insurance benefits, out-of-pocket costs, and available financial support options.
Complete, submit, and track Patient Assistance Program applications, foundation grant applications, and co-pay card applications for eligible patients.
Guide patients through the access process and explain documentation requirements for medication and equipment approvals.
Process and submit prior authorizations while maintaining expertise in clinical criteria.
Respond to provider inquiries about insurance coverage guidelines, clinical criteria, and denial management strategies.
Serve as the primary escalation point for complex coverage issues and collaborate with clinical staff to formulate and submit appeals for denied therapies.