Patient Care Coordinator

Position: Patient Care Coordinator

Department: Patient Support Center/Call Center

Reports To: Sr. Director Operations

FLSA Non-Exempt

Primary Function:

The incumbent is responsible for executing program requirements, managing daily workflow, providing accurate and complete data input, managing pre-certifications, and providing high levels of customer service.

Regular work shifts may vary: The Pharmacies operating hours are 8:00 am – 11:00 pm EST Monday through Friday, and Saturday through Sunday 8:00 am - 8:00 pm EST. At our discretion five 8-hour shifts will be assigned during any of the pharmacy operating hours.

Job Scope and Major Responsibilities:

• Effectively perform in a high-volume Call Center HUB requiring a blend of soft skills (patience, empathy/compassion, active listening, problem solving) and technical/process skills (mastery of tools, knowledge base, adherence to SOPs, efficient multitasking, problem-solving) to handle numerous calls quickly and accurately, use available resources like knowledge bases, and maintain quality through focused communication and efficient workflow, ensuring quick resolutions while balancing speed with customer satisfaction.
• Complete prescription intake process including verification of insurance coverage
• Assist physician’s offices through the prior authorization and appeals process
• Research financial assistance options for patients through copay cards, foundations, and assistance programs
• Coordinate prescription processing and delivery with dispensing pharmacies
• Manage and triage high volume of customer service phone calls while managing day to day operations
• Build relationships with physicians, manufacturer sales representatives, pharmacies, patients, and other team members to optimize workflow and achieve program goals
• Ensure proper documentation of process flow from prescription initiation through completion
• Provide timely updates to physicians, pharmacies, and manufacturers regarding prescription status
• Interface with IT department to improve system functionality and workflow
• Attend team meetings to support ongoing program development
• Success in this position is defined by high levels of customer service and timely processing of prescriptions through all phases
• Adheres at all times to physical, administrative and technical safeguards related to core business when executing job functions.
• Regular attendance and schedule adherence is critical.
• Adhering to company policies and procedures.
• Possess a professional demeanor, focused on respectful communication, a positive and reliable attitude, and responsible behavior. This includes dressing appropriately, being punctual, maintaining composure, and demonstrating accountability for your actions.
• Working outside of core business hours may be required.
• Other duties as assigned.
• Some travel may be required.
• Compliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended (“HIPAA”).

Performance Criteria:

Performance in this role is measured by accurate and timely routing of referrals and reporting as well as high levels of customer service.

Required Minimum Qualifications:

New Jersey Office ONLY:

• Must be registered with the State of New Jersey Board of Pharmacy as a Pharmacy Technician.
• Must successfully complete the ASPN Pharmacies New Jersey Policies and Procedures: Assessment.

Nevada Office ONLY:

• Must have Nevada Pharmacy Technician License. Technician Trainee License, issued by the Nevada State Board of Pharmacy is permitted only for internal candidates striving to obtain their Nevada Pharmacy Technician license.

Arizona Office ONLY:

• Pharmacy Technician License (requires national certification by PTCB or ExCPT), or Technician Trainee License, issued by the Arizona State Board of Pharmacy.

Pennsylvania Office ONLY:

• Must have Pennsylvania Pharmacy Technician License.

Remote Workers:

• Must be registered as a Pharmacy Technician with both their home state Board of Pharmacy and the Board of Pharmacy in the state where their assigned office is located.

ALL LOCATIONS:

• High school diploma or equivalent.
• Must have a minimum of 2 years pharmacy experience.
• Previous work experience in a call center environment or customer service role preferred.
• General knowledge of pharmacy laws, practices, and procedures.
• Knowledge of common medical terms/abbreviations and pharmacy calculations.
• Understanding of insurance and third-party billing systems.
• Skill to prioritize and work in a fast-paced environment.
• Exemplary communication, organization, and time management skills.
• Capability of working independently and as a member of a team.
• Ability to preserve confidentiality of protected health information (PHI).
• Proficient in MS Word, Excel, and Outlook.
• Possess and maintain professional demeanor and courteous attitude.
• Reliable and consistent attendance and schedule adherence is required.

ASPN Pharmacies is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws.