Patient Care Coordinator

Patient Care Coordinator

Under direct supervision, provides new/existing patients with the best possible customer service regarding their drug prescriptions, clinical services, billing inquiries, patients' suggestions and complaints. Records and processes orders and/or inquiries received by mail, telephone, and/or through patient direct contact. Provides timely response to patients' inquiries by telephone and/or email in an in or outbound service center, consistent with service and quality standards. Makes inbound and outbound calls to patients or MD Offices regarding orders for medications, pharmacy services and all other inquiries. Coordinates patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, verifying patient information, notifying the pharmacist of issues or changes in the patient's condition. Provides correct information or directs the call to the appropriate team member or department while maintaining a high level of professionalism. Ensures that good patients' relations are maintained and patients' claims and complaints are resolved fairly and effectively. Contacts the pharmacists to alert them of any changes in patient's condition, compliance issues due to patient not taking medication or side effects, or to transfer a patient directly to pharmacist for counseling. Completes all additional special handling duties as assigned including but not limited to drug shipment notifications and Adverse Drug Event Reports. Provides typed documentation of all communications received from calls and provides notification of any urgent orders, shipping related issues and any errors, complaints or compliments to the appropriate party or system. Follows all internal processes and procedures to ensure activities are handled in accordance with departmental and company policies and procedures. Skills One to three years call center experience in a pharmacy setting. Education High School/GED