Patient Care Coordinator

CSI Companies•Orange, CA

21h•Onsite

About The Position

At CSI Pharmacy (CSI), we are on a mission to provide Specialty Pharmacy services to patients with chronic and rare illnesses in need of complex care. CSI is a rapidly growing national Specialty Pharmacy. Whether you work directly with patients or behind the scenes in support of the business and its employees, you will use your expertise, experience, and skills to support our patients and our mission. The Patient Care Coordinator provides new and existing patients with the best possible customer service in relation to their drug prescriptions, clinical services, billing inquiries, delivery scheduling, patients’ suggestions, and complaints. CSI Pharmacy is a nationwide specialty pharmacy, founded by pharmacists and dedicated to providing services for patients with chronic and rare illnesses that require complex care. We are invested in improving the health, and the lives, of the people we serve by offering expert clinicians, passionate advocates, committed healthcare partners, and strategic reimbursement experts. Our goal is to optimize patient outcomes while treating patients as if they were members of our family. Every employee – from those who work with our patients in the field, to those who support them in administrative and office roles – is valued, respected, and encouraged to grow.

Requirements

Provide the highest level of professionalism, responsiveness, and communication to build and maintain the maximum customer base possible.
Must possess the ability to multi-task and frequently change direction.
Must have and maintain a valid driver's license, maintain automobile insurance coverage, and have access to a reliable automobile.
Analytical skills (Uses intuition and experience to complement data).
Problem Solving skills (Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics).
Technical Skills (Strives to continuously build knowledge and skills, Shares expertise with others).
Customer Service skills (Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance).
Interpersonal Skills (Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things).
Oral Communication skills (Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions).
Written Communication skills (Writes clearly and informatively; Able to read and interpret written information).
Teamwork skills (Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit).
Business Acumen (Conserves organizational resources).
Diversity (Demonstrates knowledge of EEOC policy; Shows respect and sensitivity for cultural differences; Supports affirmative action and respects diversity).
Ethics (Treats people with respect; Works with integrity and ethically; Upholds organizational values).
Organizational Support (Follows policies and procedures; Supports affirmative action and respects diversity).
Planning/Organizing (Uses time efficiently).
Professionalism (Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration, regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments).
Quality (Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Monitors own work to ensure quality).
Safety and Security (Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly).
Adaptability (Able to deal with frequent change, delays, or unexpected events).
Attendance/Punctuality (Is consistently at work and on time).
Dependability (Follows instructions, responds to management direction).
Initiative (Asks for and offers help when needed).
CPhT required.
Minimum two years medical or pharmacy experience or equivalent experience.
At least 1yr in a call center type environment or similar customer service role.

Responsibilities

Records and processes orders and/or inquiries received by fax, mail, telephone, and/or through patient direct contact.
Provides timely response to patients’ inquiries by telephone and/or email, consistent with service and quality standards.
Receives inbound and outbound calls to patients or MD Offices regarding orders for medications, pharmacy services and all other inquiries.
Coordinates patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, verifying patient and payment information, notifying the pharmacist of issues or changes in the patient’s condition.
Provides correct information or directs the call to the appropriate team member or department while maintaining a high level of professionalism.
Ensures that good patients’ relations are maintained, and patients’ claims, and complaints are resolved fairly and effectively.
Contacts the pharmacists to alert them of any changes in patient's condition, compliance issues due to patient not taking medication or side effects, or to transfer a patient directly to pharmacist for counseling.
Completes all additional special handling duties as assigned including but not limited to drug shipment notifications and Adverse Drug Event Reports.
Completes other stages of the order process as assigned including but not limited to scanning prescriptions, Image Indexing, Pre-QA, Intake Prep, and work issues.
Documents information received from calls and provides notification of any urgeorders, shipping related issues and any errors, complaints or compliments to the appropriate party or system.
Provides high quality services to the home-care patient and the home-care referral source.
Consistently represents the company in a professional manner.
Maintains effective working relationship and cooperate with all personnel in the Company.
Adheres to the Company’s compliance requirements as stated in the policy and procedure manual and all other related policies.
Performs other duties and responsibilities as assigned.