Care Coordinator

Summary

The employer helps specialty pharmaceutical manufacturers improve patient access and therapy fulfillment through personalized service and technology-enabled solutions. The Care Coordinator will manage patient referrals and applications, address patient questions, maintain account status, communicate with patients and healthcare providers, and document information accurately in company systems.

Responsibilities

• Create and complete accurate referrals and applications within a centralized customer relationship management platform
• Resolve patient questions and concerns regarding their journey and therapy status
• Steward patient accounts from initial contact through final approval or denial
• Enter detailed, accurate information into proprietary software while actively conversing via telephone
• Place outbound phone calls for essential patient follow-ups and confirmations
• Maintain a highly supportive experience by educating the caller and controlling the conversation
• Interact with patient referral sources, including healthcare providers, to process new applicants
• Applies acquired job skills and company policies and procedures to complete assigned tasks
• Works on routine assignments that require basic problem resolution
• Refers to policies and past practices for guidance
• Receives general direction on standard work; receives detailed instruction on new assignments
• Consults with Supervisor or senior peers on complex and unusual problems

Skills

• 2-4 years of customer-facing experience (call center or customer service environment highly preferred)
• High School education required
• Ability to type a minimum of 40 WPM and accurately transcribe notes while speaking to customers
• Microsoft Products experience, including mandatory proficiency with video conferencing tools like Teams and Zoom
• Exceptional written and professional verbal communication skills with a patient-centric focus
• Independent, driven self-starter with solid time management skills and the ability to hit daily/weekly metrics
• Must be available to work any 8-hour shift between 7 AM - 7 PM (CST)
• Mandatory virtual onboarding training takes place from 8 AM - 5 PM (CST) for the first 4-6 weeks
• Strict adherence to attendance policies is required
• Qualifications- Years of experience: 2 years
• - Experience level: Experienced
• Knowledge of insurance billing methods and pharmacy operations is a plus

Qualifications

Must Haves

• 2-4 years of customer-facing experience (call center or customer service environment highly preferred)
• High School education required
• Ability to type a minimum of 40 WPM and accurately transcribe notes while speaking to customers
• Microsoft Products experience, including mandatory proficiency with video conferencing tools like Teams and Zoom
• Exceptional written and professional verbal communication skills with a patient-centric focus
• Independent, driven self-starter with solid time management skills and the ability to hit daily/weekly metrics
• Must be available to work any 8-hour shift between 7 AM - 7 PM (CST)
• Mandatory virtual onboarding training takes place from 8 AM - 5 PM (CST) for the first 4-6 weeks
• Strict adherence to attendance policies is required
• Qualifications- Years of experience: 2 years
• - Experience level: Experienced

Nice to Haves

• Knowledge of insurance billing methods and pharmacy operations is a plus

Benefits

• Remote work
• Medical insurance, based on eligibility
• Prescription insurance, based on eligibility
• Dental insurance, based on eligibility
• Vision insurance, based on eligibility
• AD&D insurance, based on eligibility
• Life insurance, based on eligibility
• Short-term disability insurance, based on eligibility
• 401K plan, based on eligibility