Patient Care Coordinator

Job Description

Job Description

See your work in a new light.

At LUX Infusion, we're reimagining infusion care to be more human, supportive, and connected. Inspired by lux —meaning light - we guide patients, providers, and partners through complex therapies with clarity, compassion, and confidence.

As a clinician-led, U.S.-based organization, we put people first - helping patients feel seen and supported through faster therapy starts, dedicated care coordination, and meaningful collaboration. Our commitment to inclusion, diversity, equity, and advancement (IDEA) is central to our culture, ensuring every team member feels valued and empowered to make a difference.

We're looking for a Patient Care Coordinator who wants their work to mean something — someone who brings care, accountability, and purpose to every patient interaction.

Why This Role Matters

This role plays an important part in helping LUX Infusion deliver a patient‑first experience by supporting continuity of care, patient retention, and clear communication across the entire service cycle.

In this role, you'll contribute to work that:

• Helps patients with chronic and complex conditions feel supported, informed, and connected
• Ensures timely access to medications and coordinated care across pharmacy, reimbursement, and clinical teams
• Strengthens long‑term patient relationships through consistent, proactive service

Everything we do connects back to real people managing lifelong or long‑term conditions — and this role helps ensure they never feel alone in their care journey.

Role Details

Location:
It is anticipated that an incumbent in this role will work on‑site at our Buffalo, NY location .

What You'll Do

Responsibilities include:

• Serve as a primary point of contact for patients , supporting retention through ongoing communication, problem‑solving, and service follow‑through
• Coordinate medication orders and chronic disease therapies for home administration
• Act as a liaison between patients, Regional Care Coordinators (RCCs), Region Managers (RMs), physicians' offices, and internal teams such as Intake, Pharmacy, and Reimbursement
• Proactively monitor patient service activities that impact quality, safety, and satisfaction
• Maintain accurate, timely patient records and documentation within internal systems
• Receive, input, and manage patient referrals as assigned
• Generate and process new and refill medication orders in a timely manner
• Maintain regular and ongoing patient contact to ensure continuity of care and strong relationships
• Collect updated patient information required for care coordination and reimbursement (e.g., insurance changes, allergies, clinical updates)
• Track medication deliveries, confirm receipt with patients, and document delivery details as required
• Partner with internal teams to resolve delivery delays, recalls, or service disruptions
• Assist with reimbursement resource searches when needed
• Support sales and outreach initiatives, including physician visits, consumer group events, and specialty calls when requested
• Uphold HIPAA compliance, company policies, and professional conduct standards in all interactions
• Continuously look for ways to improve service quality and internal workflows

What We're Looking For

You may be a great fit if you bring:

• Deep care about patient experience, retention, and long‑term relationships
• At least two years of experience in a high‑volume call center or customer support environment
• Strong customer service skills and the ability to manage multiple priorities effectively
• Clear verbal and written communication skills
• High proficiency with computer systems and Microsoft Office tools
• Strong organizational skills and attention to detail
• Comfort working collaboratively across departments and teams
• A self‑motivated, dependable approach with a team‑oriented mindset

Preferred (but not required):

• College degree
• Bilingual capabilities
• Experience supporting patients with chronic conditions (including hemophilia, immune deficiency, or IG therapies)
• Familiarity with infusion therapies and home administration models

You don't need to check every box — we care just as much about how you support patients as what's on your resume.

Why LUX Infusion

At LUX Infusion, we believe infusion care deserves more light — more warmth, more clarity, and more connection.

Here, you'll find:

• Purpose‑driven work supporting patients with complex, chronic conditions
• A patient‑first, clinician‑led culture grounded in empathy and excellence
• Collaborative, supportive teams across clinical and operational functions
• The opportunity to be part of something meaningful — and to grow with it

Come help us elevate infusion care — and see what's possible when care comes first.

Pay Range/Rate

$18—$27 USD

PHYSICAL DEMANDS

The physical demands described here represent those required for an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. If you require a reasonable accommodation during the application or interview process, please contact the LUX Infusion Talent Team at View email address on ziprecruiter.com or View phone number on ziprecruiter.com .

While performing the duties of this position, the employee may occasionally be required to stand, walk, or sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee may also be required to occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this role include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

OTHER REQUIREMENTS

Employees are expected to:

• Participate annually in required legal and ethical compliance training
• Consistently act in compliance with LUX Infusion's legal, ethical, and compliance policies
• Adhere to all standards and procedures outlined in the LUX Infusion Compliance Manual
• Refrain from any behavior that could be considered unethical or unlawful

EXPECTATIONS FOR ALL EMPLOYEES

All LUX Infusion team members are expected to support the organization's mission, vision, and values by demonstrating integrity, dedication, compassion, and enthusiasm. This includes placing patients first, working collaboratively with a "stacked‑hands" mindset, and maintaining a consistent focus on quality, accountability, and continuous improvement.

GENERAL INFORMATION

The statements above are intended to describe the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required.

This role operates in a fast‑paced environment and requires the ability to prioritize competing demands, manage multiple tasks effectively, and seek guidance when appropriate.

Employees in this position may be required to assist directly - or coordinate appropriate assistance - to ensure access to LUX Infusion's services for individuals with disabilities, including patients, visitors, employees, or others.

LUX Infusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.