Care Coordinator

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
Classification: Non-Exempt
Job Type: Full-Time

Reports To: RxARECARE Supervisor

Purpose:

The Care Coordinator focuses on assisting patients and prescribers with coordination of necessary vaccines, as determined by the healthcare provider, in compliance with the associated REMS program if applicable. This position assumes the primary roles of patient care coordinator and order management technician for the RxARECARE program and possess a strong grasp of financial assistance programs that patients may qualify for and assist in enrolling patients in said programs. This role also processes pharmacy claims accurately and timely when necessary. On a daily basis, this role interacts with patients over the phone to coordinate prescription refill(s), update billing information, and address patient concerns. The Care Coordinator calls pharmacists as needed, communicates with healthcare providers in a confidential manner and adheres to applicable healthcare regulations. They will be responsible for all order management functions including data entry, prescription retrieval, adverse event/product complaint submission, patient profile updates, program consent tracking, and maintain frequent communication with the manufacturer and the manufacturer nurse care partner.

To accommodate business and patient services, this position may be required to work varied and rotating full-time schedules between 8:00 a.m.-8:00 p.m., Monday-Friday as required by the Manager.

Responsibilities:

• Communicates with patients via phone to establish rapport, introduce program offerings, customize welcome kit, ensure clinical compliance, authorize next shipment of medication, and coordinate any other patient engagement activities.
• Conducts physician office welcome call to provide overview of the program and complete enrollment in physician office communication preference plan.
• Tracks all interactions with patients and manufacturer representatives, utilizing mutually agreed upon platforms, to the extent permitted by law.
• Serves as the primary contact for the patient and physician to resolve inquiries.
• Ships patient travel kit by the manufacturer’s vendor upon patient request or identified need.
• Ensures patients are enrolled and consented with the program and communicate with manufacturer representatives as needed.
• Performs all required order management activities such as order/data entry, patient onboarding, profile creation, prescription retrieval, adverse event and product compliant submission and reconciliation, and assigned follow-ups.
• Enrolls patients in financial assistance programs as appropriate including Quick Start, Bridge, Copayment Assistance, PAP and Product Replacement if applicable. The Care Coordinator will screen and exclude federal and state healthcare program beneficiaries, such as Medicare, Medicaid, the VA/DoD, TRICARE, or any other federal or state healthcare plans from participating in the manufacturer’s commercial co-payment program.
• Communicates to patients that they are referring the patient to an independent organization independent from the manufacturer, upon a patient transfer to third-party PAPs for assistance.
• Triages patients to rotation of all available 501(c)3 foundations if appropriate.
• Conducts all patients and physicians facing interactions related to reimbursement support, including but not limited to processing pharmacy claims, obtaining authorizations and overrides as needed and discussing financial responsibility with patients.
• Accepts direction from pharmacist(s) and Leadership regarding various elements of specialty call compliance programs.
• Communicates effectively with both the RPH Supervisor and Program Manager and performs other duties assigned.

Required Qualifications:

• High school diploma or graduate education degree (GED)
• 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 customer service experience
• 1-3 years’ experience in a specialty pharmacy call center environment

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.

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, as well as limited paid time off for part-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.