Patient Support Coordinator

Walgreens; Pittsburgh (Allegheny County); On-site; USD 19,000 - 28,000; Full time

Job summary

Walgreens is seeking an onsite Patient Support Coordinator to provide exceptional service to patients, providers and payors. You will handle inquiries about medications, services and billing, triage to clinical teams, and ensure accurate patient records while maintaining HIPAA compliance.

Responsibilities include coordinating with multi-disciplinary teams, educating patients on payer programs and funding options, and supporting outreach activities with a focus on accuracy and confidentiality in

Qualifications

• High school diploma or GED required.
• Experience delivering customer service to internal and external customers.
• Clear verbal and written communication with confidentiality.
• Basic PC skills including MS Windows and MS Office.

Responsibilities

• Handle inbound calls and some outbound calls regarding orders for medications, pharmacy services, and non-clinical inquiries.
• Triage calls to clinician teams and insurance verification teams as needed.
• Update patient profiles with demographics and insurance information.
• Educate patients on Medicare payer programs and funding options; assist with copay programs.

Skills

Customer service

Communication

MS Office

Data entry

Education

High school diploma or GED

Tools

MS Windows

MS Office Suite

Job description

The Patient Support Coordinator provides patients, providers, payors and all other callers with the best possible experience in relation to their prescriptions, clinical services, billing inquiries, program information, feedback, and suggestions. As the first-line of contact to patients and stakeholders, the patient care advocate will set the tone for how our company and services are experienced. This is an Onsite position Only.

Job Responsibilities:

• Receive inbound calls and performs outbound calls to patients or physician's offices regarding orders for medications, pharmacy services and any other non-clinical inquiries.
• Triage calls to the clinician team, insurance verification teams, and other specialized teams as needed.
• Add or update the patient profile with demographics, insurance and other relevant information.
• Identify and assess individual patient needs and provide education on Medicare payer programs, foundational grant applications, complex funding needs, commercial copay assistance enrollment along with appropriate action to satisfy those needs.
• Handle processing of voicemails and emails distribution as needed.
• Provide patient outreach support and expertise for specialized programs.
• Create patient activities as a reminder for the following tasks including but not limited to follow-up calls for patients and providers, mailing letters, and coordinate transfers to a filling pharmacy.
• Complete patient-facing client and/or pharma-specific duties to satisfy the needs and expectations of specialized programs, including communications related to Risk Evaluation Mitigation Strategies (REMS) when applicable.
• Work collaboratively with all teams to provide best-in-class customer service.
• Connect patients with the clinical team for counseling and clinical inquiries as required.
• Complete all additional special handling duties as assigned including but not limited to drug shipment notifications.
• Escalate complex cases to management or program sponsors as needed.
• Escalate all concerns of adverse events and product quality concerns to the clinical team.
• Ensure compliance with HIPAA regulations and organizational polices.
• Crosstrain in other key functions within the organization where needed.
• Participate in post-onboarding training and development as needed to enhance skills and performance.

Basic Qualifications:

• High school diploma from an accredited school or equivalent GED.
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction
• Ability to communicate clearly and effectively (written and verbal). Good interpersonal skills with the ability to communicate in a diplomatic and confidential manner.
• Basic level PC skills, MS Windows, MS Office Suite and/or other similar operating/software programs (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line).

Preferred Qualifications:

• Experience providing customer service in a healthcare, specialty pharmacy, PBM, call center setting or other related industry including but not limited to adherence, quality, etc.
• Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
• Familiarity of medical terminology, prescriptions and pharmacy regulations.
• Intermediate level PC skills, MS Windows, MS Office Suite and/or other similar operating/software programs (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line).

About Walgreens

Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.