Specialty Pharmacy Patient Care Coordinator

Thomas Jefferson University-posted 1 day ago

Full-time • Entry Level

Montgomery County, PA

5,001-10,000 employees

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Specialty Pharmacy Patient Care Coordinators handle a broad variety of interactions with clients, providers, payers and manufacturers critical to the services provided by the Specialty Pharmacy. The core functions include handling incoming and outgoing client and patient interactions and follow thru and resolution of customer inquiries. Interactions include calls from patients, families, provider offices, payers, and manufacturers. Handles other miscellaneous tasks, including the reconciliation of delivery tickets, and investigating expired prescriptions and encounters. Handle every interaction with the utmost service and resolve; providing a patient/client experience that supports our commitment to efficient and effective connections to care. Interact with a diverse patient base to ascertain the reason for the interaction and assist the client with their inquiry, concerns or problems with a focus on first call resolution. Demonstrate commitment to service and follow-through. Follow departmental protocols to ensure patient safety and accurate data entry.

Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
Receive, Handle, and Triage calls/interactions accordingly based on client’s needs including but not limited to: Assessing refill needs, scheduling delivery of medications, copay collections, package & delivery tracking, obtaining payer/copay card information, status updates of orders, receiving/relaying information to the client
Practice First Call Resolution by identifying and assessing client needs to work towards a satisfactory solution
Assess for clinical escalation to pharmacist where appropriate
Accurately research and document all interactions within the Electronic Medical Record (EMR) per departmental policy and guidance
Access EMR and other software to answer, coordinate, track, and monitor interactions across multiple channels of communication. Maintain qualitative and quantitative individual and team performance targets.
Identify issues and communicate solutions to customers, pharmacies, physicians, and payers regarding scheduling and delivery information, prescription order status, eligibility, and claims information
Effectively collaborate with internal departments and external entities to resolve customer issues, including billing, logistics, insurance coverage, and manufacturer copay card programs
Additional administrative and pharmacy tasks and duties may be assigned by management

Maintain knowledge of and comply with regulatory guidelines set forth by the State Board of Pharmacy, FDA, DEA, DHS, Medicare, TJC, and URAC as applicable to functional role
Demonstrated ability to listen skillfully, accurately collect & document relevant information, and build relationships and trust with
Knowledge of and ability to utilize practices, tools, and techniques for communicating with a client
Knowledge of the major responsibilities, accountabilities, and overall organization of the client support function or department, ability to properly support client inquiries and bring problems to a timely resolution.
Independently resolves complex client conflicts including but not limited to: damaged/lost products, order placement, and outstanding balances and invoices
Multi-task between several issues at one time
High School Diploma or GED equivalent preferred
3+ years experience in customer service role
1+ years experience in a specialty pharmacy, hospital, health insurance company, benefits department or other related healthcare environment.
Proficient in the use of computers and Microsoft applications.
Type 35 wpm.
Ability to communicate professionally and efficiently in both written and verbal format with patients, physicians, payors and clinical staff in-person and on the phone.
Flexibility to adapt to changes in the departmental needs including but not limited to: offering assistance to other team members, adjusting assignments, etc.
Detailed orientated with excellent organization skills, ability to learn quickly, solve problems and make informed educated decisions.
Ability to adapt in a dynamic work environment
Demonstrated ability to handle difficult conversations in a professional and caring manner

Experience with clinical software systems; Specialty Medications and Medicare billing is highly preferred.

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts.
Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service.
All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps ), have access to medical (including prescription) insurance.
For more benefits information, please click here

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Specialty Pharmacy Patient Care Coordinator

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