Patient Care Coordinator

Birdi; Plymouth (MI); On-site; USD 38,000 - 54,000; Full time

Job summary

Birdi is seeking a Patient Care Coordinator to provide specialty patient support, including inbound calls, scheduling medication deliveries, enrollment and insurance verification. This role has no direct reports and focuses on accuracy, confidentiality, and timely data entry in a fast-paced call center environment.

Key duties include outreach to patients and providers, triaging to a clinical pharmacist, assisting with financial pre-assessments, and ensuring productive, quality-driven service

Qualifications

• Customer service or inbound call center experience required.
• Healthcare or mail order/specialty pharmacy industry experience preferred.
• Effective verbal and written communication skills.
• Ability to independently identify, research and resolve issues.
• Maintains confidentiality of patient and proprietary information.

Responsibilities

• Perform patient outreach, primarily telephonically, to schedule medication deliveries.
• Handle phone calls and correspondence regarding enrollment, insurance verification, refill and scheduling.
• Triage to a clinical pharmacist when required and assist with therapy management programs.
• Perform financial assistance pre-assessment for select programs and assist with enrollment.
• Enter data accurately and timely; use multiple company database programs.
• Achieve individual performance goals for productivity and quality.
• Maintain confidentiality of patient and proprietary information.
• Other duties as assigned.

Skills

Customer service

Healthcare experience

Verbal and written comms

Detail oriented

Issue resolution

Analytical ability

Team collaboration

Multitasking

Self-directed

Data entry

Microsoft Office

Education

High School Diploma or GED

Bachelor’s degree strongly preferred

Tools

Microsoft Office

Job description

Position Summary

The Patient Care Coordinator is responsible for specialty patient support services, including inbound customer service calls. This position has no direct reports.

• Perform patient outreach, primarily telephonically, to schedule medication deliveries
• Handle phone calls and correspondence regarding new patient enrollment, insurance verification, medication refill and delivery scheduling
• Perform patient care activities to accurately support therapy management programs; triage to a clinical pharmacist, when required
• Perform financial assistance pre-assessment for select therapy management programs and assist with patient enrollment as needed
• Place outgoing phone calls to patients, doctors and insurance companies
• Resolve pharmacy issues from members, providers and pharmacies; determine the cause of the issue; select and explain the best solution to solve the issue; expedite correction or adjustment; follow up to ensure resolution
• Respond to routine inquiries on multiple products from members, providers, pharmacies, and employer groups
• Document all call information according to standard operating procedures
• Research required information using available resources
• Enter data accurately and timely
• Utilize multiple company database programs for accessing member information
• Achieve individual performance goals for productivity and quality
• Maintain confidentiality of patient and proprietary information
• Other duties as assigned

Essential Duties/Responsibilities

• Perform patient outreach, primarily telephonically, to schedule medication deliveries
• Handle phone calls and correspondence regarding new patient enrollment, insurance verification, medication refill and delivery scheduling
• Perform patient care activities to accurately support therapy management programs; triage to a clinical pharmacist, when required
• Perform financial assistance pre-assessment for select therapy management programs and assist with patient enrollment as needed
• Place outgoing phone calls to patients, doctors and insurance companies
• Resolve pharmacy issues from members, providers and pharmacies; determine the cause of the issue; select and explain the best solution to solve the issue; expedite correction or adjustment; follow up to ensure resolution
• Respond to routine inquiries on multiple products from members, providers, pharmacies, and employer groups
• Document all call information according to standard operating procedures
• Research required information using available resources
• Enter data accurately and timely
• Utilize multiple company database programs for accessing member information
• Achieve individual performance goals for productivity and quality
• Maintain confidentiality of patient and proprietary information
• Other duties as assigned

Required Skills/Abilities

• Customer service or inbound call center experience required
• A knowledgeable individual with appropriate industry experience, preferably in the healthcare or mail order/specialty pharmacy industry
• Effective verbal and written communication skills
• A decisive individual who possesses a detail-oriented perspective
• Ability to independently identify, research and resolve issues
• Sound technical skills, analytical ability, good judgment, and strong operational focus
• Ability to work with peers in a team effort
• Demonstrated ability to manage multiple priorities and deadlines
• A well-organized and self-directed individual who is able to work with minimal amount of supervision
• Capability to efficiently complete tasks in a fast-paced environment
• Ability to work extended hours, weekends, and holidays pursuant with industry demands
• Proficient in Microsoft Office and industry related software programs
• Ability to maintain confidentiality of information and data in accordance with policies

Education/Experience

• High School Diploma or GED
• Proficient in Microsoft Office and industry related software programs

Preferred Skill/Abilities

• Bachelor’s degree strongly preferred
• Registered Pharmacy Technician licensed and in good standing with applicable State Board of Pharmacy
• Certified Pharmacy Technician, licensed through the Institute for the Certification of Pharmacy Technicians (ICPT) or Pharmacy Technician Certification Board (PTCB), strongly preferred; ability to pass Qualified Pharmacy Technician exam administered by company within six months of hire

Work Environment/Physical Requirements

Includes a call center environment, with exposure to excessive noise with minimal exposure to adverse environmental issues.

Ability to sit for prolonged periods of time.