Specialty Pharmacy Patient Care Coordinator, Pharmacy Ops - Orlando

Publix Super Markets • Orlando, FL

7d • Onsite

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

• 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
• 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: Mid Level