Patient Support Specialist

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.

Location: Onsite — Rochester, NY
Schedule: Monday–Friday, 8:00 AM–5:00 PM EST
Work location and schedule subject to change based on business needs

See Your Work in a New Light

At LUX Infusion , we’re reimagining infusion and specialty care as something more human, more supportive, and more connected. We believe patients deserve clarity, consistency, and compassion throughout their care — especially as they manage ongoing therapies.

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

Why This Role Matters

The Patient Support Specialist plays a key role in maintaining continuity of care for patients receiving specialty or infusion therapies. By supporting refill coordination, prescription management, and patient communication, this role helps ensure patients stay on therapy safely, compliantly, and without disruption.

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

• Helps patients feel supported, informed, and confident in their ongoing care
• Builds trust with providers, caregivers, and pharmacy partners through accuracy and professionalism
• Supports clinicians and pharmacists by ensuring refill readiness and regulatory compliance

Every interaction matters — and your work helps patients stay on track during complex care journeys.

What You’ll Do

In this role, you will:

• Support ongoing patient care by coordinating prescription refills, outreach, and documentation throughout specialty or infusion therapy
• Communicate professionally with patients and providers to gather required information, lab results, and prescription renewals
• Submit insurance re‑authorizations and prior authorizations as needed to prevent delays in therapy
• Ensure clinical and regulatory compliance by asking required screening questions and escalating concerns to a pharmacist when appropriate
• Maintain accurate patient records, demographic information, and insurance documentation in designated systems
• Collaborate daily with pharmacy operations teams to support timely dispensing, shipping, and refill coordination
• Serve as a trusted point of contact while adhering to all state Board of Pharmacy regulations, HIPAA, and applicable laws
• Identify opportunities to improve patient support workflows while maintaining high standards of accuracy and service

What We’re Looking For

You may be a great fit if you bring:

• A strong commitment to patient support and continuity of care
• Clear, compassionate communication skills with patients and healthcare partners
• Attention to detail and accountability in highly regulated environments
• Comfort balancing multiple priorities while maintaining accuracy
• A desire to be part of a team that values empathy, professionalism, and high standards

Required Qualifications

• High school diploma or GED
• Current Pharmacy Technician registration and/or certification in good standing (or commitment to obtain required registration/certification within 60 days of hire)
• Experience providing customer service to internal and external customers
• Experience with data entry, healthcare systems, and medical terminology
• Basic proficiency in Microsoft Office and related technology platforms

Preferred Qualifications

• Pharmacy Technician certification (if not required by state)
• One (1) or more years of experience in specialty pharmacy
• Experience communicating with patient care settings including outpatient clinics, inpatient facilities, skilled nursing, or home care environments

You don’t need to check every box — we care just as much about how you show up as what’s on your resume.

Why LUX Infusion

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

Here, you’ll find:

• Purpose‑driven work that directly impacts patient lives
• Supportive, collaborative pharmacy and operations teams
• Clear expectations and strong compliance support
• The opportunity to grow with a company building something meaningful

Come help us support patients through every refill, every question, and every moment — and see what’s possible when care comes first.

Pay Range/Rate

$21 - $24 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 click.appcast.io or View phone number on click.appcast.io .

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in LUX Infusion’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

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