Lead Patient Care Coordinator (590077)

Job Description

Job Description

7,000 Diseases - 500 Treatments - 1 Rare Pharmacy

PANTHERx is the nation’s largest rare disease pharmacy, and we put the patient experience at the top of everything that we do.

If you are looking for a career in the healthcare field that embraces authentic dedication to patient care, you don’t need to look beyond PANTHERx. In every line of service, in every position and area of expertise, PANTHERx associates are driven to provide the highest quality outcomes for our patients.

We are seeking team members who:

Are inspired and compassionate problem solvers;

Produce high quality work;

Thrive in the excitement of the ever-challenging environment of modern medicine; and

Are committed to achieving superior health outcomes for people living with rare and devastating diseases.

At PANTHERx, we know our employees are the driving force in what we do. We cultivate talent and encourage growth within PANTHERx so that our associates can continue to explore their interests and expand their careers. Guided by our mission to provide uncompromising quality every day, we continue our strategic growth to further reach those affected by rare diseases.

Join the PANTHERx team, and define your own RxARE future in healthcare!

Location: Pittsburgh, PA; Hybrid role with occasional on-site work requirements.

Classification: Non-Exempt

Job Type: Full-Time

Reports To: Supervisor, RxARECARE

Purpose:

The Lead Patient Care Coordinator guides Patient Care Coordinator (PCC) activities for specific teams at PANTHERx™ Rare Pharmacy. This role mentors newly hired staff, train existing staff, and address escalated patient, manufacturer, or prescriber concerns that pertain to PCC duties. This position acts as a bridge between the Supervisor, RxARECARE and the PCC team, appropriately escalating any issues to the Supervisor, RxARECARE. The Lead Patient Care Coordinator ensures that tasks are completed by reviewing daily assignments, helping the team to complete tasks, and answering any process questions that arise throughout the day.

Responsibilities:

• Communicates with patients via phone to establish rapport, ensure clinical compliance, and establish next shipment of medication.
• Communicates with order management and fulfillment team to engage compliance, and to address concerns as noted during patient communication.
• Accepts direction from pharmacist(s) and Leadership regarding various elements of specialty call compliance programs.
• Guides Patient Care Coordinator team to provide services to patients and partners.
• Schedules and distributes responsibilities to PCC team daily to ensure all patient engagement activities are handled daily.
• Evaluates and acts on daily reports regarding PCC operations, assuring the team exceeds expectations.
• Assists Supervisor, RxARECARE Operations with annual performance reviews for patient care coordinators.
• Assists in training PCC staff to support business operations.
• Assists with monthly call monitoring for each team associate and coaching on identified issues.
• Utilizes team phone statistics to ensure business needs are being met.
• Works with shipping team to monitor and resolve shipping escalations.
• Coordinates with IRS on escalations needing potential overrides.
• Additional projects and activities as assigned.

Required Qualifications:

• High school diploma or graduate education degree (GED).
• 1-3 years of customer service experience.
• 1-3 years of experience in a specialty pharmacy call center environment.
• Excellent communication, organizational and interpersonal skills.
• Registration as a pharmacy technician with the Pennsylvania Board of Pharmacy, unless holding a current PA State Pharmacist license. Note : If you are not currently registered as a pharmacy technician in Pennsylvania, you may initiate the registration process via the Pennsylvania Licensing System (PALS) and complete the training requirement upon hire with PANTHERx.

Preferred Qualifications:

• Bachelor’s degree.
• 1-3 years’ experience in a leadership role, managing team members.

Work Environment:

PANTHERx Rare Pharmacy offers flexibility only to eligible employees to work hybrid or remotely without compromising work performance, productivity, or team collaboration. This role routinely uses standard office equipment such as computers and phones.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk, hear, and see. The employee frequently is required to sit, stand, and walk; use hands and fingers, handle or feel; reach with hands and arms and see a computer screen. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.

Benefits:

Hybrid, remote and flexible on-site work schedules are available, based on the position. PANTHERx Rare Pharmacy also affords an excellent benefit package, including but not limited to medical, dental, vision, health savings and flexible spending accounts, 401K with employer matching, employer-paid life insurance and short/long term disability coverage, and an Employee Assistance Program! Generous paid time off is also available to all full-time employees. Of course we offer paid holidays too!

Equal Opportunity:

PANTHERx Rare Pharmacy is an equal opportunity employer, and does not discriminate in recruiting, hiring, promotions or any term or condition of employment based on race, age, religion, gender, ethnicity, sexual orientation, gender identity, disability, protected veteran's status, or any other characteristic protected by federal, state or local laws.