Patient Experience & Care Advocate

Injured Workers Pharmacy, LLC; Andover (MA); On-site; USD 30,000 - 34,000; Full time

Job summary

Injured Workers Pharmacy, LLC in Andover, MA is seeking a Patient Care Coordinator to be the primary contact for patients using workers’ compensation pharmacy services. Reporting to the Manager of Patient Experience, you will partner with patients and pharmacy staff to ensure a seamless, supportive experience.

You’ll manage inbound/outbound calls, respond to inquiries, document interactions, and uphold QA standards in a fast-paced, team-oriented setting.

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: Wed 11:00–19:30, Thu 12:00–20:30, Rotating Saturdays 8:00–12:00 after training.
• 3+ years of customer service experience; 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 with appropriate follow-up.
• Accurately document patient interactions and account details in a timely manner.
• Adhere to Quality Assurance standards to meet performance expectations.
• Function as the main patient contact for all claim-related communications and updates.
• Stay current on policies, procedures, and changes, communicating updates confidently.

Skills

Problem-solving

Organization

Time management

Attention to detail

Verbal communication

Written communication

Interpersonal skills

Bilingual English/Spanish

Job description

Injured Workers Pharmacy, LLC in Andover, MA is seeking a Patient Care Coordinator to be the primary contact for patients using workers’ compensation pharmacy services. Reporting to the Manager of Patient Experience, you will partner with patients and pharmacy staff to ensure a seamless, supportive experience.

You’ll manage inbound/outbound calls, respond to inquiries, document interactions, and uphold QA standards in a fast-paced, team-oriented setting.