Client Services Coordinator Home Infusion

Job Description

Job Description

About the Role Our pharmacy is the clinical engine of Pharmko. Our pharmacists, technicians, and clinical staff are heads-down compounding sterile parenteral nutrition and infusion therapies that patients depend on. The Client Services Coordinator is the person who fields everything else: the calls, the questions, the "where is my delivery," the prescription follow-ups, the physician office requests, the case manager check-ins. You keep the pharmacy team focused on the work only they can do. This is a high-volume, fast-moving, account-oriented role. You will be the first voice patients, caregivers, and referring offices hear, and the person who decides what gets handled, what gets routed, and what gets escalated. You will also be the daily relationship owner for our network of physician offices, hospitals, and case managers, working alongside our outside sales team to keep referrals flowing and accounts strong. If you are the kind of person who naturally creates order out of chaos, communicates warmly under pressure, and takes ownership of getting things resolved, this role will fit you well. We reward performance: this position includes a quarterly bonus structure tied to operational and patient experience metrics. What You Will Do Front-Line Patient and Caregiver Support Be the primary point of contact for incoming patient and caregiver calls

Handle status inquiries on deliveries, prescriptions, supplies, and nursing visits

Communicate proactively about scheduling, delays, and next steps so patients are never left guessing

Escalate clinical questions to pharmacy staff appropriately

Account and Referring Office Relationships Serve as the daily contact for physician offices, hospital discharge planners, case managers, and home health agencies

Build collegial, dependable relationships with referring offices that keep patients coming back to Pharmko

Track outstanding orders, labs, and documentation and follow up until items are received

Manage incoming faxes, eScripts, phone, and email referral channels and route to the right person on the team

Partner closely with our outside sales team on account strategy and pipeline

Operations Triage and Routing Manage the shared inbox and main phone line, triaging requests by urgency and complexity

Decide what you can handle directly, what needs to go to intake, what needs pharmacy, and what needs leadership

Track open issues to closure so nothing falls through the cracks

Logistics and Delivery Coordination Coordinate daily delivery schedules with pharmacy staff and couriers (FedEx, UPS, local)

Align lab draw timing with compounding and delivery windows

Troubleshoot real-time delivery and scheduling issues, including weather delays, missed deliveries, and address changes

Hospital-to-Home Transitions Coordinate onboarding logistics for new patient starts including deliveries, nursing visits, and supply needs

Work closely with intake to ensure smooth handoffs from referral to first delivery

Cross-Team Communication Serve as the connective tissue between pharmacy, intake, billing, and sales so information flows where it needs to go

Surface recurring issues and bottlenecks to leadership with suggestions for fixes

What We Are Looking For 2+ years of experience in home infusion, specialty pharmacy, DME, home health, medical office coordination, or inside sales/account management in a healthcare or B2B service environment

Comfort with high call volume and shared-inbox triage

Strong organizational skills with a system for tracking open items so nothing slips

Excellent verbal and written communication, including a warm and professional phone manner

Comfort with EMR or pharmacy management systems (Brightree experience a strong plus)

Familiarity with prior authorization, benefit verification, or referral workflows a plus

Ability to thrive in a fast-paced, patient-focused environment

Goal-oriented mindset and ownership of outcomes

High school diploma or equivalent required; associate or bachelor's degree a plus

What Success Looks Like The pharmacy team can stay focused on compounding and clinical work without being interrupted by routine inquiries

Patients, caregivers, and referring offices feel heard, informed, and well taken care of

Nothing falls through the cracks: every call, fax, and request is tracked to resolution

Faster patient onboarding from referral to first delivery

Strong, lasting relationships with our referring offices and case managers

Compensation and Benefits $55,000 base salary

Quarterly performance bonus up to $1,500 per quarter ($6,000 annually) tied to operational and patient satisfaction metrics

On-target total compensation: $61,000

Health insurance (medical coverage)

Paid time off (PTO)

Paid holidays, including major federal and Jewish holidays observed in office

Sick leave in accordance with NY state law

Professional development opportunities

Supportive, mission-driven team environment

Opportunity to make a real difference in patients' lives