Patient Support Specialist

Job DescriptionJob DescriptionSee 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. 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 careBuilds trust with providers, caregivers, and pharmacy partners through accuracy and professionalismSupports clinicians and pharmacists by ensuring refill readiness and regulatory complianceStrengthens a patient‑first, clinician‑led organization focused on long‑term outcomesEvery 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 therapyCommunicate professionally with patients and providers to gather required information, lab results, and prescription renewalsSubmit insurance re‑authorizations and prior authorizations as needed to prevent delays in therapyEnsure clinical and regulatory compliance by asking required screening questions and escalating concerns to a pharmacist when appropriateMaintain accurate patient records, demographic information, and insurance documentation in designated systemsCollaborate daily with pharmacy operations teams to support timely dispensing, shipping, and refill coordinationServe as a trusted point of contact while adhering to all state Board of Pharmacy regulations, HIPAA, and applicable lawsIdentify opportunities to improve patient support workflows while maintaining high standards of accuracy and serviceWhat We're Looking For You may be a great fit if you bring:A strong commitment to patient support and continuity of careClear, compassionate communication skills with patients and healthcare partnersAttention to detail and accountability in highly regulated environmentsComfort balancing multiple priorities while maintaining accuracyA desire to be part of a team that values empathy, professionalism, and high standardsRequired QualificationsHigh school diploma or GEDCurrent 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 customersExperience with data entry, healthcare systems, and medical terminologyBasic proficiency in Microsoft Office and related technology platformsPreferred QualificationsPharmacy Technician certification (if not required by state)One (1) or more years of experience in specialty pharmacyExperience communicating with patient care settings including outpatient clinics, inpatient facilities, skilled nursing, or home care environmentsYou 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 livesA patient‑first, clinician‑led cultureSupportive, collaborative pharmacy and operations teamsClear expectations and strong compliance supportThe opportunity to grow with a company building something meaningfulCome 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 trainingConsistently act in compliance with LUX Infusion's legal, ethical, and compliance policiesAdhere to all standards and procedures outlined in the LUX Infusion Compliance ManualRefrain from any behavior that could be considered unethical or unlawfulEXPECTATIONS 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.