Patient Care Coordinator

CSI Pharmacy, LLC; Windsor (CT); On-site; USD 30,307 - 35,817; Full time

Job summary

CSI Pharmacy, LLC, located in Windsor, CT, is seeking a dedicated Patient Care Coordinator to ensure exceptional service for patients with complex medication needs. Responsibilities include managing patient inquiries, coordinating care, and liaising with pharmacists. A customer service background is essential, and preferred candidates will hold a CPhT licensure or relevant experience. The position is on-site, Monday to Friday, 8:30 am to 5:00 pm.

The ideal candidate will demonstrate strong problem-solving skills and maintain professionalism while providing quality service. Join us in making a difference in the lives of our patients.

Qualifications

• Experience in customer service required, preferably in a pharmacy environment.
• Ability to communicate clearly and effectively with patients.
• Valid driver's license and reliable transportation necessary.

Responsibilities

• Provide exceptional customer service for drug prescriptions and inquiries.
• Coordinate patient care and communicate with pharmacists.
• Handle billing inquiries and manage delivery scheduling.

Skills

Customer Service

Communication Skills

Multi-tasking

Analytical Skills

Education

CPhT licensure or 2 years of experience

2 years in customer service

1 year in a call center

Job description

AtCSI Pharmacy (CSI), we are on a mission to provide Specialty Pharmacy services to patients with chronic and rare illnesses in need of complex care.

CSI is a rapidly growing national Specialty Pharmacy. Whether you work directly with patients or behind the scenes in support of the business and its employees, you will use your expertise, experience, and skills to support our patients and our mission.

Summary

The Patient Care Coordinator provides new and existing patients with the best possible customer service in relation to their drug prescriptions, clinical services, billing inquiries, delivery scheduling, patients’ suggestions, and complaints.

Pay Range: $22 - $26/hr (DOE)

Location: Windsor, CT

Schedule: (On-Site) Monday - Friday, 8:30am - 5:00pm

Essential Duties and Responsibilities

include the following. Other duties may be assigned as necessary.

• Records and processes orders and/or inquiries received by fax, mail, telephone, and/or through patient direct contact.

• Provides timely response to patients’ inquiries by telephone and/or email, consistent with service and quality standards.

• Receives inbound and outbound calls to patients or MD Offices regarding orders for medications, pharmacy services and all other inquiries.

• Coordinates patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, verifying patient and payment information, notifying the pharmacist of issues or changes in the patient’s condition.

• Provides correct information or directs the call to the appropriate team member or department while maintaining a high level of professionalism.

• Ensures that good patients’ relations are maintained, and patients’ claims, and complaints are resolved fairly and effectively.

• Contacts the pharmacists to alert them of any changes in patient's condition, compliance issues due to patient not taking medication or side effects, or to transfer a patient directly to pharmacist for counseling.

• Completes all additional special handling duties as assigned including but not limited to drug shipment notifications and Adverse Drug Event Reports.

• Completes other stages of the order process as assigned including but not limited to scanning prescriptions, Image Indexing, Pre-QA, Intake Prep, and work issues.

• Documents information received from calls and provides notification of any urgeorders, shipping related issues and any errors, complaints or compliments to the appropriate party or system.

• Provides high quality services to the home-care patient and the home-care referral source.

• Consistently represents the company in a professional manner.

• Maintains effective working relationship and cooperate with all personnel in the Company.

• Adheres to the Company’s compliance requirements as stated in the policy and procedure manual and all other related policies.

• Performs other duties and responsibilities as assigned.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide the highest level of professionalism, responsiveness, and communication to build and maintain the maximum customer base possible.

• Must possess the ability to multi-task and frequently change direction.

• Must have and maintain a valid driver's license, maintain automobile insurance coverage, and have access to a reliable automobile.

COMPETENCIES

• Analytical - Uses intuition and experience to complement data.

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

• Technical Skills - Strives to continuously build knowledge and skills, Shares expertise with others.

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.

• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listsens and gets clarification; Responds well to questions.

• Written Communication - Writes clearly and informatively; Able to read and interpret written information.

• Teamwork - Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit.

• Business Acumen - Conserves organizational resources.

• Diversity - Demonstrates knowledge of EEOC policy; Shows respect and sensitivity for cultural differences; Supports affirmative action and respects diversity.

• Ethics - Treats people with respect; Works with integrity and ethically; Upholds organizational values.

• Organizational Support - Follows policies and procedures; Supports affirmative action and respects diversity.

• Planning/Organizing - Uses time efficiently.

• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration, regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Monitors own work to ensure quality.

• Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

• Adaptability - Able to deal with frequent change, delays, or unexpected events.

• Attendance/Punctuality - Is consistently at work and on time.

• Dependability - Follows instructions, responds to management direction.

• Initiative - Asks for and offers help when needed.

Education and/or Experience

• CPhT licensure a PLUS or 2 yrs of experience in similar role.

• 2 years medical, pharmacy or equivalent customer service experience.

• 1 yr in call center type environment or similar customer service role.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, climb stairs, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

The employee frequently lifts and/or moves up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job generally operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. While performing the duties of this position, the employee may travel by automobile and be exposed to changing weather conditions.

By submitting your application, you are confirming that you are legally authorized to work in the United States.

JR# JR256131