Bilingual 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 (Hybrid)

Classification: Non-Exempt

Job Type: Full-Time

Reports To: RxARECARE Supervisor

Purpose:

The Bilingual Care Coordinator assists patients and prescribers with medication questions, coordinates prescription refill(s), updates billing information, and addresses patient concerns while translating to patients in Spanish as needed. This position assumes the primary roles of patient care coordinator, insurance resolution specialist & order management technician for the RxARECARE program. Possesses a strong grasp of financial assistance programs that patients may qualify for and assists in enrolling patients in said programs. Provides bilingual support to patients and providers requesting a Spanish interpreter in all aspects of the role.

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, ensure clinical compliance, authorize next shipment of medication, and coordinates any other patient questions.
• Conducts physician office welcome calls to provide a program overview and complete enrollment in physician office communications preference plans.
• 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 and resolve issues in a timely and professional manner.
• Ensures patients are enrolled and consented with the program and communicates with manufacturer representatives as needed.
• Performs all required order management activities such as order/data entry, patient onboarding, patient profile creation and updates, 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. Screens and excludes 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.
• 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.
• Processes pharmacy claims accurately and timely as needed.
• Communicates effectively with the RxARECARE Supervisor, Manager of RxARECARE Operations & Program Manager as needed.
• Adheres to all privacy and HIPAA regulations and supporting processes in all communications and documentation.
• Completes all Bilingual Care Coordinator responsibilities fluently in both English and Spanish.
• Additional projects and activities as assigned.

Required Qualifications:

• High school diploma or graduate education degree (GED)
• Bilingual – Fluent in English and Spanish, especially in medical terms.
• Minimum of 1 year of customer service experience in a call center environment.
• 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
• Prior experience in a specialty pharmacy call center environment
• Healthcare interpreter certification from a nationally recognized institute (Certification Commission for Healthcare Interpreters or the National Board of Certification for Medical Interpreters) or willingness to become certified.

Work Environment:

This job operates in a professional office environment. PANTHERx Rare Pharmacy offers flexibility only to eligible employees to work hybrid or remotely without compromising work performance, productivity, or team collaboration. This role routinely uses standard office equipment such as computers and phones in an office or home-office environment.

Physical Demands:

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