Patient Care Coordinator

Asembia LLC•Trevose, PA

146d•Hybrid

About The Position

The Patient Care Coordinator is responsible for executing program requirements, managing daily workflow, providing accurate and complete data input, managing pre-certifications, and providing high levels of customer service within the Patient Support Center/Call Center. The role requires a blend of soft skills such as patience, empathy, active listening, and problem-solving, along with technical skills including mastery of tools, knowledge base utilization, adherence to Standard Operating Procedures (SOPs), and efficient multitasking. The goal is to handle numerous calls quickly and accurately, use available resources, and maintain quality through focused communication and efficient workflow, ensuring quick resolutions while balancing speed with customer satisfaction. Success is defined by high levels of customer service and timely processing of prescriptions through all phases. The incumbent must adhere to all physical, administrative, and technical safeguards related to core business, maintain regular attendance and schedule adherence, and follow company policies and procedures. A professional demeanor, respectful communication, positive attitude, and accountability are essential. Working outside of core business hours and some travel may be required. Compliance with HIPAA is mandatory.

Requirements

New Jersey Office ONLY: Must be registered with the State of New Jersey Board of Pharmacy as a Pharmacy Technician.
New Jersey Office ONLY: Must successfully complete the ASPN Pharmacies New Jersey Policies and Procedures: Assessment.
Nevada Office ONLY: Must have Nevada Pharmacy Technician License. Technician Trainee License, issued by the Nevada State Board of Pharmacy is permitted only for internal candidates striving to obtain their Nevada Pharmacy Technician license.
Arizona Office ONLY: Pharmacy Technician License (requires national certification by PTCB or ExCPT), or Technician Trainee License, issued by the Arizona State Board of Pharmacy.
Pennsylvania Office ONLY: Must have Pennsylvania Pharmacy Technician License.
Remote Workers: Must be registered as a Pharmacy Technician with both their home state Board of Pharmacy and the Board of Pharmacy in the state where their assigned office is located.
ALL LOCATIONS: High school diploma or equivalent.
ALL LOCATIONS: Must have a minimum of 2 years pharmacy experience.
ALL LOCATIONS: General knowledge of pharmacy laws, practices, and procedures.
ALL LOCATIONS: Knowledge of common medical terms/abbreviations and pharmacy calculations.
ALL LOCATIONS: Understanding of insurance and third-party billing systems.
ALL LOCATIONS: Skill to prioritize and work in a fast-paced environment.
ALL LOCATIONS: Exemplary communication, organization, and time management skills.
ALL LOCATIONS: Capability of working independently and as a member of a team.
ALL LOCATIONS: Ability to preserve confidentiality of protected health information (PHI).
ALL LOCATIONS: Proficient in MS Word, Excel, and Outlook.
ALL LOCATIONS: Possess and maintain professional demeanor and courteous attitude.
ALL LOCATIONS: Reliable and consistent attendance and schedule adherence is required.

Nice To Haves

Previous work experience in a call center environment or customer service role preferred.

Responsibilities

Effectively perform in a high-volume Call Center HUB requiring a blend of soft skills (patience, empathy/compassion, active listening, problem solving) and technical/process skills (mastery of tools, knowledge base, adherence to SOPs, efficient multitasking, problem-solving) to handle numerous calls quickly and accurately, use available resources like knowledge bases, and maintain quality through focused communication and efficient workflow, ensuring quick resolutions while balancing speed with customer satisfaction.
Complete prescription intake process including verification of insurance coverage
Assist physician’s offices through the prior authorization and appeals process
Research financial assistance options for patients through copay cards, foundations, and assistance programs
Coordinate prescription processing and delivery with dispensing pharmacies
Manage and triage high volume of customer service phone calls while managing day to day operations
Build relationships with physicians, manufacturer sales representatives, pharmacies, patients, and other team members to optimize workflow and achieve program goals
Ensure proper documentation of process flow from prescription initiation through completion
Provide timely updates to physicians, pharmacies, and manufacturers regarding prescription status
Interface with IT department to improve system functionality and workflow
Attend team meetings to support ongoing program development
Success in this position is defined by high levels of customer service and timely processing of prescriptions through all phases
Adheres at all times to physical, administrative and technical safeguards related to core business when executing job functions.
Regular attendance and schedule adherence is critical.
Adhering to company policies and procedures.
Possess a professional demeanor, focused on respectful communication, a positive and reliable attitude, and responsible behavior. This includes dressing appropriately, being punctual, maintaining composure, and demonstrating accountability for your actions.
Working outside of core business hours may be required.
Other duties as assigned.
Some travel may be required.
Compliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended (“HIPAA”).