Pharmacy Patient Care Coordinator
About The Position
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. This role involves recording and processing orders, responding to patient inquiries, coordinating patient care by scheduling orders, communicating shipment information, assessing supply needs, verifying patient and payment information, and notifying the pharmacist of any issues or changes in the patient’s condition. The coordinator also handles inbound and outbound calls to patients or MD Offices, resolves patient claims and complaints, and completes special handling duties such as drug shipment notifications and Adverse Drug Event Reports. Additional duties include scanning prescriptions, image indexing, intake preparation, and documenting call information. The position requires providing high-quality services, representing the company professionally, maintaining effective working relationships, and adhering to compliance requirements.
Requirements
- 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.
- CPhT OR 2yrs of experience in similar role 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
