Patient Care Coordinator

PERIGON PHARMACY 360 LLC; Coraopolis (Allegheny County); On-site; USD 42,000 - 66,000; Full time

Job summary

PERIGON PHARMACY 360 LLC is seeking a Patient Care Coordinator to handle inbound and outbound calls, build relationships with patients and providers, and ensure outstanding service. You will resolve issues by offering solutions and options, maintaining documentation, and coordinating with clinical staff in a fast-paced specialty pharmacy environment.

The role requires excellent communication, problem-solving, and the ability to manage multiple tasks while supporting patients and caregivers with

Qualifications

• Excellent oral communication skills.
• Time management needed.
• Active listening required.
• Complex problem solving abilities.
• Critical thinking and sound judgement.
• Ability to work weekdays, may include Saturdays and extended hours.

Responsibilities

• Coordinate prescription orders with patients or caregivers monthly or as needed.
• Provide information on products/services, take/enter/cancel orders, or document complaints.
• Review medication coverage, collect copays/balances, and verify account details.
• Maintain a friendly, helpful demeanor and ensure customer satisfaction.
• Escalate unresolved issues to the appropriate departments for investigation.
• Document all communications and actions in the patient record.
• Assist with payments and inform patients of past due amounts as needed.
• Manage the phone queue to support patients and physicians.

Skills

Oral communication

Time management

Active listening

Problem solving

Critical thinking

Judgement & decision making

Weekday availability

Job description

Description

THE POSITION:

Position Title: Patient Care Coordinator

Location: Office/Pharmacy

Reports to: VP of Pharmacy Operations & Clinical Care

FLSA Status: Non Exempt

THE POSITION:

The Patient Care Coordinator will handle inbound and outbound calls while developing and maintaining relationships with existing patients and providers to ensure outstanding customer service and resolve issues by offering solutions, explanations and options to patients, caregivers, providers and any additional call types.

POSITION SUCCESS FACTORS:

• Excellent problem-solving skills
• Contribute to delivering a positive engagement with all internal teams
• Ability to work well under pressure in a fast paced work environment and under tight deadlines
• Strong communication skills; clear and concise, effective, patient and courteous.
• A solid base understanding of operational roles within a Specialty Pharmacy setting

Responsibilities:

• Contact new and reoccurring patients or caregivers monthly and/or as needed to coordinate prescription orders
• Provide all inbound callers with information regarding our products or services, take or enter orders, cancel orders or obtain details of complaints.
• Review with patient’s or caregivers their medication coverage, obtain copay/balance, AOB or other pertinent outstanding information needed to keep on patients record.
• Ensure full customer satisfaction and maintain a friendly, helpful demeanor.
• Refer unresolved account issues to designated departments for further investigation.
• Document all communications, details of inquiries and actions taken in patient record.
• Transfer patient or provider to clinician for additional assessments as needed and/or required. Process payments in the form of credit card transactions and inform patients of past due amounts.
• Log into phone queue and support callers (patients/physicians; etc) needs.

Requirements

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

The requirements listed below are representative of the knowledge, skill and/or ability required.

• Excellent oral communication skills
• Time management
• Active listening
• Complex problem solving
• Critical thinking
• Judgement & decision making
• Ability to work weekdays, including possible Saturdays and extended business hours, as needed

Personal Skills/Attributes/Qualifications:

• >2+ years of related healthcare experience in Specialty Pharmacy setting or 5+ years of customer service experience in a call center environment
• High sense of urgency
• Commitment to excellence
• Patient focused
• Empathetic and respectful
• Dedicated and persistent
• Cooperative and knowledgeable
• Strong organizational and interpersonal skills

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this summary amended at any time.