Role Description The Patient Care Coordinator is responsible for the timely intake and processing of all incoming cases, acting as a key liaison between patients, caregivers, medical providers, and internal teams. This role ensures accurate coordination of patient deliveries, monitors cases for proper escalation, and performs select activities related to clinical management and refill setup for specialty patients under the supervision of a licensed pharmacist.

• Serve as the primary point of contact between medical providers, insured individuals, and internal teams, primarily via phone and email.
• Gather and verify necessary information to facilitate case processing and patient care coordination.
• Complete prescription intake and maintain accurate patient accounts and medication profiles under pharmacist supervision.
• Review and monitor cases, escalating to appropriate teams based on identified triggers.
• Ensure compliance with established workflows, process documentation, and regulatory requirements.
• Coordinate patient deliveries by communicating with patients, caregivers, and medical staff.
• Make outbound and receive inbound calls to/from patients, caregivers, and medical staff; conduct follow-up calls as directed by a licensed pharmacist.
• Provide support to specialty pharmacy team, including prescription order setup, refill requests, and processing.
• Maintain accurate documentation in patient medical records and work proficiently in work queues.
• Provide excellent internal and external customer service, maintaining a professional and service-oriented approach.
• Act as a conduit of information between specialty pharmacy, operations, and patients, caregivers, or medical professionals.
• Complete assigned daily/weekly tasks accurately and on schedule.
• Perform other duties/tasks as required and assigned.

Qualifications

• High School Diploma or GED required.
• Pharmacy Technician certification preferred.
• 2 years+ of experience in customer service or claims; prior specialty healthcare experience is a plus.
• Proficiency in English spoken and written.
• Strong research, planning, and coordination skills.
• Ability to build relationships across teams and work effectively in a matrix environment.
• Independent problem-solving skills with sound judgment; ability to escalate issues when necessary.

Requirements

• Strong customer service and interpersonal skills with a focus on client satisfaction.
• Excellent written and verbal communication skills.
• Ability to manage time efficiently, remain organized, and work independently or in a team environment.
• Maintains confidentiality when handling patient information.
• Demonstrates initiative by presenting ideas and suggestions to management.
• Maintains professionalism and service orientation in all interactions.
• Proficient in Microsoft Suite and familiar with business applications.
• Ability to follow through and complete tasks on schedule while meeting quality standards.

Benefits

• Hourly rate of 23 - 34 USD, depending on relevant factors, including experience and geographic location.
• Eligible to participate in an annual bonus plan.
• Comprehensive range of health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• 401(k) and company paid life insurance.
• Tuition reimbursement.
• A minimum of 18 days of paid time off per year and paid holidays.