Patient Access Coordinator (PAC)

St. Matthews Pharmacy•Louisville, KY

10h•Onsite

About The Position

St. Matthews Pharmacy is seeking a talented Patient Access Coordinator (PAC) to join their team. The PAC will serve as a dedicated, patient-facing resource embedded within behavioral health and partner clinics. The primary focus of this role is to improve medication access, adherence, and overall patient outcomes. The PAC will act as an on-site representative of St. Matthews Pharmacy, enhancing patient experience, promoting awareness of medication access, and driving engagement with pharmacy services. This is a relationship-driven role focused on educating patients and providers, supporting patients in understanding their medication journey, and promoting the utilization of St. Matthews Pharmacy programs. The role operates strictly within a non-technician, non-clinical scope and does not perform pharmacy technician duties. The PAC's role in delivery is functionally equivalent to a courier facilitating patient-specific delivery of medications that have already been dispensed. The Patient Access Coordinator reports to the Director of Strategic Initiatives.

Requirements

High school diploma or equivalent
2+ years of experience in healthcare, pharmacy support, care coordination, or patient-facing roles
Strong communication and relationship-building skills
Demonstrated ability to educate and engage diverse patient populations
Strong attention to detail and ability to maintain accurate documentation
Ability to maintain strict confidentiality and adhere to HIPAA requirements
Valid driver's license and proof of auto insurance
Strong communication and interpersonal skills, with the ability to build trust with patients, providers, and care teams
Ability to engage effectively with patients in high-touch or sensitive situations, including behavioral health and substance use populations
Demonstrated empathy, emotional intelligence, and patient-centered communication
Strong organizational and time management skills, with the ability to manage multiple patients and priorities simultaneously
Problem-solving mindset with the ability to identify barriers and drive resolution independently
Ability to influence and collaborate across teams without direct authority
Self-motivated with the ability to prioritize, plan, and structure workdays effectively

Nice To Haves

Experience in behavioral health or substance use disorder settings
Experience in specialty pharmacy, care coordination, or patient support roles

Responsibilities

Serve as a non-clinical resource for general pharmacy program awareness and patient support.
Provide clear, non-clinical education on pharmacy services, available programs, medication access processes, and the importance of adherence and continuity of care.
Conduct proactive outreach to patients to support engagement and follow-through.
Build trust with behavioral health and substance use disorder populations through empathetic, stigma-free communication.
Educate patients and providers on the benefits and services offered by St. Matthews Pharmacy.
Promote awareness of pharmacy options to ensure patients can make informed choices.
Support initiatives to improve patient retention and engagement with pharmacy services.
Identify opportunities to enhance patient participation and program utilization.
Collaborate with clinic staff and care teams to align patient needs with available pharmacy services.
Support communication between patients and appropriate care team members as needed.
Help ensure patients understand next steps in their care journey.
Assist patients in understanding general processes related to medication access, affordability, and support programs.
Provide guidance on available financial assistance resources and direct patients to appropriate support channels.
Escalate barriers or concerns to appropriate internal teams for resolution.
Build strong relationships with providers, clinic staff, and leadership.
Serve as a visible and trusted representative of St. Matthews Pharmacy.
Support a seamless experience between clinic visits and pharmacy engagement.
Facilitate coordination of patient-specific medication deliveries that have been fully dispensed, verified, and packaged at a licensed pharmacy.
Act solely as a designated delivery intermediary for patient-specific prescriptions.
Ensure all deliveries are scheduled for same-day patient receipt.
Return medications to the pharmacy or redirect them in accordance with company delivery policies if a patient is unavailable.