Patient Care Coordinator

Allegis Group; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Neovance, a specialist in patient access solutions, is seeking a Pharmacy Patient Care Coordinator on-site at Manyata Tech Park, Bangalore. You will handle inbound calls related to Patient Access Programs, HUB services, benefits verification, and prior authorization, guiding callers through complex healthcare processes with empathy and accuracy.

You will work in a highly regulated, high-volume setting, balancing quality with compliance while helping patients move forward with their therapy.

Qualifications

• Two years of experience in an international contact center or inbound voice support environment.
• US healthcare experience is mandatory, preferably within Patient Access Programs, HUB, Reimbursement, Pharmacy Support, Benefits Verification, Prior Authorization, or PAP.
• Experience handling patient, provider, payer, or pharmacy interactions is strongly preferred.

Responsibilities

• Manage high volume inbound calls from patients, providers, and pharmacies regarding therapy status, prescriptions, and program questions.
• Support callers across Patient Access Programs, HUB services, benefits verification, prior authorization, and pharmacy support processes.
• Build trust and rapport with patients, caregivers, and healthcare providers through clear, confident, and empathetic communication.
• Simplify complex healthcare, insurance, and reimbursement information into language patients can easily understand.
• Ask probing questions and paraphrase what you hear to confirm understanding and avoid miscommunication.
• Research across multiple systems and knowledge bases to identify the correct resolution, owning issues through to completion.
• Document every interaction accurately and completely, maintaining the compliance and quality standards required in a regulated healthcare environment.
• Manage call flow and back-to-back conversations while meeting Average Handle Time, First Call Resolution, and quality expectations.
• Respond to vulnerable, frustrated, or anxious patients with composure, recognizing emotional cues and adapting your approach accordingly.

Skills

English communication

Call center management

Active listening

Analytical thinking

Multi-app navigation

Call center metrics

Compliance

Education

Bachelor's degree

Job description

Job Title: Pharmacy Patient Care Coordinator

Location: On-site, Manyata Tech Park, Bangalore, India

Shift: Night shift, aligned to US Eastern Time business hours

About Neovance

At Neovance, were transforming the patient experience by driving better outcomes through compassion, innovation, and operational excellence. With more than 30 years of experience partnering with the biopharmaceutical industry, we deliver agile, technology-enabled patient access solutions that help people start and stay on therapy.

Our expertise spans HUB services, patient assistance programs, field reimbursement, nursing, and non-commercial pharmacy - each designed to remove barriers to care and ensure patients receive the therapies they need when they need them.

Guided by our values of Agility, Integrity, Tenacity, Unity, and Quality, we work as one Neovance team to optimize access, enhance adherence, and make a meaningful impact, one patient at a time.

The Opportunity

As a Pharmacy Patient Care Coordinator, you will be the voice patients, providers, and pharmacies rely on when they call in with questions about their therapy. You will support inbound calls tied to Patient Access Programs, HUB services, benefits verification, prior authorization, and pharmacy support, guiding callers through complex healthcare and reimbursement processes with clarity, patience, and genuine care.

This is a highly regulated, high volume calling environment, and you will be expected to bring both empathy and precision to every conversation, balancing quality and compliance standards while helping people move forward on their treatment journey.

What You'll Do

• Manage high volume inbound calls from patients, providers, and pharmacies regarding therapy status, prescriptions, and program questions.
• Support callers across Patient Access Programs, HUB services, benefits verification, prior authorization, and pharmacy support processes.
• Build trust and rapport with patients, caregivers, and healthcare providers through clear, confident, and empathetic communication.
• Simplify complex healthcare, insurance, and reimbursement information into language patients can easily understand.
• Ask probing questions and paraphrase what you hear to confirm understanding and avoid miscommunication.
• Research across multiple systems and knowledge bases to identify the correct resolution, owning issues through to completion.
• Document every interaction accurately and completely, maintaining the compliance and quality standards required in a regulated healthcare environment.
• Manage call flow and back-to-back conversations while meeting Average Handle Time, First Call Resolution, and quality expectations.
• Respond to vulnerable, frustrated, or anxious patients with composure, recognizing emotional cues and adapting your approach accordingly.

What You'll Bring

Education & Experience

• Bachelors degree preferred, or equivalent experience.
• Minimum two years of experience in an international contact center or inbound voice support environment.
• US healthcare experience is mandatory, preferably within Patient Access Programs, HUB, Reimbursement, Pharmacy Support, Benefits Verification, Prior Authorization, or PAP.
• Experience handling patient, provider, payer, or pharmacy interactions is strongly preferred.

Skills & Strengths

• Strong verbal and written English communication skills, with a neutral or globally understandable accent and minimal first language influence.
• Ability to manage high volume inbound call queues while maintaining quality, compliance, and productivity standards in a fast paced environment.
• Strong listening skills, with the ability to accurately capture concerns and paraphrase them back to confirm understanding.
• Sound investigative and analytical thinking, with the ability to research across multiple tools and synthesize information into an accurate resolution.
• Comfortable navigating multiple applications simultaneously while keeping the conversation engaged and professional.
• Working understanding of call center metrics such as Average Handle Time, Quality Scores, First Call Resolution, Customer Satisfaction, Service Levels, and Adherence.
• Proven experience working in a highly regulated environment requiring accurate documentation and compliance adherence.

Rounds of Interview

1. Assessment Round- US Healthcare

2. Virtual Round

3. Face to Face Interview