Patient Care & Experience Coordinator

IWP; Andover (MA); On-site; USD 30,000 - 34,000; Full time

Job summary

Injured Workers Pharmacy (IWP) is seeking a Patient Care Coordinator to serve as the primary contact for patients, coordinating care and facilitating communication between patients, physicians, and our workers’ compensation pharmacy team.

You will respond to inquiries, document interactions accurately, and maintain up‑to‑date knowledge of policies and procedures while delivering exceptional customer service in a fast‑paced, team‑oriented environment.

Qualifications

• Strong problem‑solving, organizational, time management, and attention‑to‑detail skills.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to efficiently and accurately convey information to patients and peers.
• Comfort working in a fast paced, team‑oriented environment with frequent multitasking.
• Commitment to maintaining high‑quality, accurate documentation.
• Adaptability to changing priorities and workload demands.
• Ability to work a full‑time schedule: Mon–Fri with rotating Saturdays.
• 3+ years of customer service experience (account management, call center, hospitality, or other client facing rolls).
• Bilingual in English and Spanish (preferred).

Responsibilities

• Serve as the first point of contact for patients through a combination of inbound and outbound calls
• Respond promptly and professionally to patient inquiries, concerns, and requests
• Resolve customer issues and complaints using effective communication and proactive problem‑solving skills
• Deliver exceptional customer service on every interaction, ensuring appropriate follow‑up when needed
• Accurately document patient interactions and account details in a timely manner
• Adhere to Quality Assurance standards to consistently meet performance expectations
• Functions as the main patient contact for all claim‑related communications and updates
• Stay current on policies, procedures, and industry or organizational changes, and communicate updates confidently

Skills

Problem solving

Organization

Time management

Attention to detail

Verbal communication

Written communication

Interpersonal skills

Multitasking

Documentation

Adaptability

Customer service

Bilingual English/Spanish

Job description

Injured Workers Pharmacy (IWP) is seeking a Patient Care Coordinator to serve as the primary contact for patients, coordinating care and facilitating communication between patients, physicians, and our workers’ compensation pharmacy team.

You will respond to inquiries, document interactions accurately, and maintain up‑to‑date knowledge of policies and procedures while delivering exceptional customer service in a fast‑paced, team‑oriented environment.