Specialty Pharmacy Patient Care Coordinator

Thomas Jefferson University Hospitals, Inc.; Raleigh (NC); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Tuition assistance

Job summary

Thomas Jefferson University Hospitals, Inc. is seeking Specialty Pharmacy Patient Care Coordinators in Raleigh, North Carolina. Role involves managing patient interactions, ensuring efficient connections to care, and resolving inquiries.

Candidates should have 3+ years of customer service experience, preferably in healthcare. Comprehensive benefits are offered, including medical, dental, and retirement plans.

Qualifications

• 3+ years in a customer service role.
• 1+ year in a specialty pharmacy or related healthcare environment.
• Ability to type 35 words per minute.

Responsibilities

• Handle incoming and outgoing client and patient interactions.
• Resolve customer inquiries effectively.
• Accurately research and document all interactions.

Skills

Customer service

Clinical software systems

Communication skills

Problem-solving

Education

High School Diploma or GED

Tools

Microsoft applications

Job description

Job Summary

Specialty Pharmacy Patient Care Coordinators handle a broad variety of interactions with clients, providers, payers, and manufacturers critical to the services provided by the Specialty Pharmacy. Core functions include handling incoming and outgoing client and patient interactions, following through and resolving customer inquiries, and ensuring a patient/client experience that supports efficient and effective connections to care.

Essential Functions

• Interact with co-workers, visitors, and other staff consistent with the values of Jefferson.
• Receive, handle, and triage calls/interactions based on client needs including assessing refill needs, scheduling delivery of medications, copay collections, package & delivery tracking, obtaining payer/copay card information, and status updates of orders.
• Practice first call resolution by identifying and assessing client needs to work toward a satisfactory solution.
• Assess for clinical escalation to pharmacist where appropriate.
• Accurately research and document all interactions within the Electronic Medical Record (EMR) per departmental policy and guidance.
• Access EMR and other software to answer, coordinate, track, and monitor interactions across multiple channels of communication, and maintain qualitative and quantitative individual and team performance targets.
• Identify issues and communicate solutions to customers, pharmacies, physicians, and payers regarding scheduling and delivery information, prescription order status, eligibility, and claims information.
• Effectively collaborate with internal departments and external entities to resolve customer issues, including billing, logistics, insurance coverage, and manufacturer copay card programs.
• Complete additional administrative and pharmacy tasks and duties assigned by management.

Competencies (Knowledge, Skills, and Abilities Required)

• Maintain knowledge of and comply with regulatory guidelines set forth by the State Board of Pharmacy, FDA, DEA, DHS, Medicare, TJC, and URAC as applicable to the functional role.
• Demonstrated ability to listen skillfully, accurately collect & document relevant information, and build relationships and trust.
• Knowledge of and ability to utilize practices, tools, and techniques for communicating with a client.
• Knowledge of the major responsibilities, accountabilities, and overall organization of the client support function or department, and ability to properly support client inquiries and bring problems to a timely resolution.
• Independently resolve complex client conflicts including damaged/lost products, order placement, and outstanding balances and invoices.
• Multi-task between several issues at one time.
• Detail-oriented with excellent organization skills, ability to learn quickly, solve problems, and make informed educated decisions.
• Ability to adapt to changes in departmental needs and handle difficult conversations in a professional and caring manner.

Education and Experience Requirements

Education: High School Diploma or GED equivalent preferred. Experience: 3+ years in a customer service role, 1+ year in a specialty pharmacy, hospital, health insurance company, benefits department, or other related healthcare environment.

Certifications, Registration or License Requirements

None required.

Additional Information

• Proficient in the use of computers and Microsoft applications. Type 35 words per minute.
• Experience with clinical software systems; specialty medications and Medicare billing highly preferred.
• Ability to communicate professionally and efficiently in both written and verbal format with patients, physicians, payors, and clinical staff in person and on the phone.
• Flexibility to adapt to changes in departmental needs, including offering assistance to other team members.
• Demonstrated ability to handle difficult conversations in a professional and caring manner.

Work Shift

Work day (United States of America). Regular employee.

Benefits

Jefferson offers a comprehensive package of benefits for full‑time and part‑time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short‑ and long‑term disability, flexible spending accounts, retirement plans, tuition assistance, and other voluntary benefits.

EEO Statement

Thomas Jefferson University is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender identity, marital status, pregnancy, national origin, citizenship, military status, veteran status, handicap, or disability or any other protected group or status.