Patient Care Coordinator

Job Description

Job Description

At Pixel, we’re on a mission to connect a fragmented healthcare system through a unified fertility management and support platform. We bring patients, providers, and pharmacies together, so information flows freely, questions are answered, and treatment is supported every step of the way.

We believe patients deserve more than prescriptions — they deserve guidance, education, and compassionate support throughout their fertility journey. That’s why we’re building a platform that empowers patients while connecting them with the healthcare professionals, resources, and community they need to feel informed and supported.

About the Role

We’re looking for a compassionate, organized, and service-minded Patient Care Coordinator to support patients throughout the medication fulfillment process. This is a full-time, on-site position based in Pixel’s Headquarters in Austin, TX. The schedule for this role rotates between 8 am and 10:30 am CT start times throughout the week, with participation in a monthly Saturday rotation from 8 am to 2 pm CT.

In this role, you’ll communicate directly with patients while helping manage the day-to-day activities that keep medication orders moving. You’ll support patient onboarding, medication scheduling, refill requests, shipment coordination, documentation, and follow-up while working closely with our Data, Insurance, Pharmacy, Logistics, and other internal teams.

The successful candidate is compassionate, organized, and comfortable working in a fast-paced environment where priorities can shift throughout the day. You enjoy helping people, take pride in getting the details right, and bring curiosity, initiative, and ambition to your work. You’re motivated to learn, improve, and take on greater responsibility over time. You look for ways to solve the problem in front of you, ask questions when something isn’t clear, and work well with others to make sure patients receive the support they need.

What You’ll Do

• Provide compassionate, accurate, and timely support to patients through phone calls, messages, and other communication channels.
• Support patient onboarding by gathering, confirming, and accurately documenting patient, prescription, medication, allergy, insurance, and other required information.
• Coordinate medication scheduling, refill requests, shipment arrangements, and other activities needed to support timely medication fulfillment.
• Respond to patient questions about medication status, scheduling, refills, shipments, documentation requirements, available resources, and general pharmacy services.
• Educate patients on the medication fulfillment process, shipment expectations, available resources, and what to expect next.
• Resolve patient questions and service needs within the scope of your role and follow through on commitments made during patient interactions.
• Identify missing information, service issues, or other problems that may delay a patient’s order and take action to resolve them or connect with the appropriate team.
• Work closely with Data, Insurance, Pharmacy, Logistics, and other teams to gather information, complete next steps, and help keep patient orders moving.
• Communicate professionally and collaboratively with patients, provider offices, pharmacists, and internal teams to obtain information and resolve patient needs.
• Accurately and promptly document patient interactions, scheduling activities, medication coordination, shipment information, follow-up, and relevant account updates.
• Recognize clinical questions, medication concerns, adverse events, or changes in a patient’s condition and promptly connect the patient with a Pharmacist or appropriate clinical resource.
• Monitor assigned work queues and prioritize daily tasks to meet service, quality, and workflow expectations.
• Maintain accuracy and attention to detail while managing multiple patient interactions, tasks, and priorities in a fast-paced environment.
• Protect patient confidentiality and follow HIPAA, company policies, accreditation standards, and applicable regulatory requirements.

What We’re Looking For

You bring a strong service mindset and understand that supporting patients well requires both compassion and attention to detail. You’re comfortable communicating with different people, managing multiple priorities, and taking responsibility for the work in front of you. You’re a thoughtful problem-solver who follows through, works well as part of a team, and is motivated to learn and grow.

Required Qualifications

• High school diploma or equivalent.
• Active pharmacy technician registration in Texas.
• Eligibility and willingness to obtain pharmacy technician registrations in New Jersey, and additional states as business needs require upon hire.
• Strong written and verbal communication skills with a compassionate, patient-centered approach.
• Excellent attention to detail and the ability to accurately manage a high volume of patient information, documentation, and tasks.
• Strong organizational and time-management skills with the ability to prioritize needs and proactively move work forward.
• Strong problem-solving skills and a willingness to investigate and resolve issues rather than simply identify the problem.
• Sound judgment and the ability to recognize when a patient question, clinical concern, or service issue requires support from another team or resource.
• Ability to work independently while collaborating effectively with patients, pharmacists, providers, and cross-functional team members.
• Ability to thrive in a fast-paced environment while maintaining accuracy, professionalism, and attention to detail.
• Proficiency with Microsoft Office Suite, Teams, and Excel.
• Familiarity with EMR systems, pharmacy platforms, or other healthcare technology.
• Knowledge of HIPAA requirements and a commitment to maintaining patient confidentiality.

Preferred Qualifications

• Associate’s degree in Healthcare Administration, Business Administration, Communications, or a related field.
• Two (2) or more years of experience in customer service, patient services, client support, healthcare, pharmacy, hospitality, operations, or another service-oriented environment.
• Experience providing high-touch service in a healthcare, regulated, or process-driven environment.
• Experience working in pharmacy, specialty pharmacy, fertility care, or another healthcare setting.
• Experience working in a fast-paced, technology-enabled pharmacy environment.
• Basic familiarity with healthcare insurance processes, including insurance benefits, coverage requirements, and patient financial responsibility.
• PTCB Certification.
• Experience using customer relationship management (CRM), electronic medical record (EMR), pharmacy management, or similar healthcare technology platforms.
• Bilingual skills are a plus.

Why You’ll Love Working Here

You'll join a collaborative team that believes exceptional patient care begins with exceptional people. As a growing healthcare startup, we’re building something meaningful together – finding new ways to support patients while empowering our team members to contribute ideas, drive improvements, and make a lasting impact.

Our Values

At Pixel, our values shape how we work with patients, partners, and one another:

• Empathetic – Our roots are in traditional pharmacy care, where personal interactions and relationships matter, and we bring warmth and sincerity to all relationships, both internal and external.
• Disruptors – We will never settle. We believe in pushing the limits of what’s possible to serve our patients better.
• Confidence – With 100+ years of combined experience, our professionals are confident in making the patient experience and journey easier.
• Positivity – Our professionals are here to share their experience and help create an empowered, safe, and successful patient care journey.
• Driven – We’re allies for our patients, providers, and pharmacy partners. Our supportive nature fosters honest, warm, and meaningful relationships.
• Transparency – We are committed to openness, trust, and clarity in all aspects of patient care and business.

If you're passionate about supporting exceptional patient care and excited by the opportunity to help build the future of fertility healthcare, we'd love to hear from you.

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