Patient Support Coordinator, HUB

Walgreens•Pittsburgh, PA

About The Position

Job Summary: The Patient Support Coordinator provides patients, providers, payors and all other callers with the best possible experience in relation to their prescriptions, clinical services, billing inquiries, program information, feedback, and suggestions. As the first-line of contact to patients and stakeholders, the patient support coordinator will set the tone for how our company and services are experienced. About Walgreens Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

Requirements

High School/GED
Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction
Ability to communicate clearly and effectively (written and verbal).
Good interpersonal skills with the ability to communicate in a diplomatic and confidential manner.
Basic level PC skills, MS Windows, MS Office Suite and/or other similar operating/software programs (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line).

Nice To Haves

Experience providing customer service in a healthcare, specialty pharmacy, PBM, call center setting or other related industry including but not limited to adherence, quality, etc.
Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
Familiarity of medical terminology, prescriptions and pharmacy regulations.
Intermediate level PC skills, MS Windows, MS Office Suite and/or other similar operating/software programs (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line).

Responsibilities

Receives inbound calls and performs outbound calls to patients or physician's offices regarding orders for medications, pharmacy services and any other non-clinical inquiries.
Adds or updates insurance and pharma information in patient's record, or collect insurance information and alert appropriate teams to update the patient's account.
Creates patient activities as a reminder for the following tasks including but not limited to follow-up calls for patients, to initiate discharge of services, to contact a patient's doctor office, to mail a letter to a patient.
Completes client and/or pharma-specific duties to satisfy the needs and expectations of customers.
Works collaboratively on disease-focused teams to provide best-in-class customer service.
Connects patients with pharmacists for counseling and clinical inquiries as required.
Completes all additional special handling duties as assigned including but not limited to drug shipment notifications and Adverse Drug Event Reports.
Escalates calls to clinicians, insurance verification teams, specialized teams as required.
May work on special projects and/or programs, provide bi-lingual support and be cross-trained in other departments including but not limited to specialized, support, and new patient/enrollment teams as required.
Provides expertise in specialized pharma programs and subject matter expertise with complex disease states and patient care.
Coordinates all activities related to Risk Evaluation Mitigation Strategies (REMS) compliance.