Patient Care Coordinator

Job Description

Job Description

Position Objective: The Patient Care Coordinator (PCC) plays a critical role in guiding patients through their healthcare journey. Through direct communication with both patients and providers, the PCC ensures a seamless experience by delivering timely updates and enhancing patient satisfaction throughout the treatment process.

Accountability: The incumbent will report to the Program Manager.

Essential Functions:

• Responsible for all prescription work assigned; proactively calls new patients to discuss insurance coverage, authorization status, and patient responsibility/copay for their treatment and performs related follow-up activities.
• Ensures that all cases/patients are properly updated within the case management software to ensure proper reporting.
• Provides excellent customer service over the phone by answering general patient inquiries and/or efficiently directs clinical inquiries to the Clinical Staff Pharmacists on duty.
• Uses discretion and independent judgment in handling patient complaints or an adverse event report and follows the proper SOP guidelines.
• Communicates with supervisors/managers any information received from patient, physician, insurance company, and/or employees about the patient care or needs.
• Performs other duties as assigned by the Program Manager and/or the Team Lead.
• Must exhibit excellent skills in the following areas: verbal/written communication, computer/data entry/software proficiency, interpersonal and relationship-building skills, self-discipline, pro-activeness, attention to detail, and the ability to maintain strict confidentiality.

Knowledge, Skills & Abilities:

• High School Diploma or GED, required. Associate’s degree or equivalent from a two-year college or technical school, preferred.
• Pharmacy Technician Certification, preferred.
• 5+ years’ pharmacy experience, preferred (retail or specialty pharmacy experience, preferred).
• 5+ years’ experience in the medical/healthcare field (i.e. hub services, pharmacy, doctor's office, hospital administration, etc.), required.
• Must be familiar with general pharmacy terminology, billing quantity, SIG codes, roman numerals, brand and generic names of medications, and IV dosage calculations/day supply.
• Superior level of customer service, interpersonal skills, and highly effective in working objectively with a diverse group of people.
• Excellent verbal/written communication skills, self-discipline, and attention to detail.
• Proficient in data entry, computer skills, and able to learn the department’s software system.
• Must be a team player willing to accept organizational and team goals, and function with minimal supervision.
• Maintain HIPAA patient confidentiality, as well as discretion regarding proprietary company information.
• Adaptable, able to shift gears and focus based on company and team needs.