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.
Our core Patient Support Center hours are 8:00am to 11:00pm EST, Monday through Friday, and 8:00am to 8:00pm EST, Saturday and Sunday.
Job Scope And Major Responsibilities
- 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
- Other responsibilities as assigned
- Success in this position is defined by high levels of customer service and timely processing of prescriptions through all phases
- 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 Qualifications
New Jersey Office ONLY:
- Certified Pharmacy Technician (must be registered with the State of New Jersey Board of Pharmacy as a Pharmacy Technician)
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.
ALL LOCATIONS:
- Minimum of 2 years pharmacy experience preferred
- 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
Asembia 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 .
