Patient Care Coordinator, Specialty Pharmacy - Orlando

Publix Super Markets • Orlando, FL

1d

About The Position

The purpose of this position is to serve as a primary point of contact for customers (e.g., patients and prescribers) using Publix Specialty Pharmacy to provide individualized and personalized care. This position serves as a liaison for the customer between all the departments within the Specialty Pharmacy ultimately ensuring patients receives their costly specialty medication timely. Patient Care Coordinators build and establish relationships and loyalty to Publix by providing high touch, human contact to customers as the first line of communication. This position has a direct impact on sales and ongoing revenue of specialty medications filled within Publix pharmacies, both at local Publix pharmacies and at the Specialty Pharmacy. The Patient Experience Team plays a critical role in the Specialty Pharmacy achieving and retaining accreditation, as well as overall success rate in satisfaction surveys and getting medications in the patients’ hands - finalizing the sale. The responsibilities listed on this position analysis are not intended to be all-inclusive and additional responsibilities may be assigned as needed.

Requirements

• High School diploma or its equivalent
• 1 year experience working in a specialty, retail, or central pharmacy
• registered with the State of Florida as a Pharmacy Technician
• knowledge of Pharmacy business practices and Publix Pharmacy operations in local stores
• knowledge of pharmacy and healthcare laws, rules and operating policies and procedures (e.g., HIPAA)
• the ability and willingness to demonstrate eagerness, enthusiasm, optimism, and passion when working
• the ability and willingness to adjust one's style or approach in response to differing circumstances or to work in ambiguous situations
• the ability to work productively and effectively when faced with stressful work situations and time pressures
• the ability to perform arithmetic computations such as addition, subtraction, multiplication, and division correctly using whole numbers, fractions, decimals, and percentages
• the ability to attend to and verify the accuracy and completeness of detailed information in documents or on the computer, such as prices, quantity, weights, lists or data
• the ability to effectively resolve problems; identify and analyze key information from multiple sources; determine the root causes and find solutions to eliminate them; proactively anticipate potential problems and implement or modify systems to prevent their occurrence
• the ability to read the person/situation and respond appropriately
• the ability to create an environment in which a positive and professional service orientation is evident to internal customers
• the ability to persuade, convince or achieve buy-in from others
• the ability to use “active listening” techniques to ensure the understanding of information provided by the speaker, and display interest in the topic discussed
• the ability to orally present and express ideas and information clearly, politely, and concisely, in a manner appropriate to the audience
• the ability to prepare clear, accurate, understandable, and professional written text in English, using appropriate level of detail for the intended audience, and following the basic rules of spelling, grammar, and punctuation to convey information
• basic skill level in Microsoft Word
• knowledge of Dispensing System (e.g., McKesson EnterpriseRx (ERx))
• availability to work nights as business needs require

Nice To Haves

• Bachelor’s degree (BS or BA) in a healthcare or business-related field
• experience as a lead technician AND/OR 2 or more years’ experience as a technician in a specialty pharmacy or other related healthcare call center environment OR 3 or more years’ experience as a technician in a Publix pharmacy
• Pharmacy Technician Certification
• Spanish
• knowledge of practices and procedures commonly used in a call center or customer service environment
• knowledge of specialty pharmacy operations and accreditation standards (e.g., URAC)
• intermediate skill level in Microsoft Word
• basic skill level in Microsoft Excel and Access
• knowledge of Clinical Management System (e.g., Flor’nce)

Responsibilities

• responding to incoming communication (e.g., phone calls, emails, and faxes) from various stakeholders (e.g., patients, prescriber offices, local Publix pharmacies, other specialty pharmacies) in a timely fashion with superior level of customer service
• conducting outgoing communication (e.g., phone calls, emails, and faxes) to various stakeholders (e.g., patients and prescriber offices) regarding specialty medications in a timely fashion with superior level of customer service to build and maintain loyalty
• conducting the intake of prescriptions and completing vendor (e.g., manufacturer) sponsored enhanced services
• supporting the Manager of Patient Experience in various operational and departmental tasks

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees