Patient Coordinator
- The Patient Coordinator 1 (PC 1) is responsible for providing support and resolution for customer requests.
- Accurately and efficiently answer inbound calls that are received from patients, their caregivers, and health care practitioners.
- Educates and addresses questions regarding the brand, enrollments, and basic case status updates as appropriate.
- Support high volume programs associated with retail and specialty pharmacy products.
- May share appropriate information with patient/caregiver around other resources and services that the PSC may be able to offer or transfer them to the appropriate PSC partner, including their designated Care Navigator.
- Prepared to respond to program-related queries from customers, support enrollments, and outline information regarding co-payments (or connect the patient/caregiver to appropriate PSC resources, as needed).
- Converse with customers about their treatment journey and be able to offer solutions in accordance with approved procedures.
- Develop and maintain knowledge of NPS programs and customer workstreams; broaden program knowledge over time.
- Learn and utilize protocols to respond to customer phone, chat, fax, intelligent chatbot, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner
- Prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up
- Work with support and product program teams to transfer customers to other units as needed - ensure that referrals/questions are addressed in a timely, consistent, and organized manner to avoid the delay of care for the patient.
- Prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up.
- As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of PC 1 to Supervisors.
- Engage in real-time communication with patients, caregivers, healthcare providers, team members, and stakeholders via phone while simultaneously typing accurate and coherent notes, messages, or documentation.
- Ensure all written communication is free from spelling and grammatical errors, maintaining a high standard of professionalism.
- Multitask effectively, balancing verbal and written communication to provide timely and accurate responses.
- Utilize various communication tools and platforms to facilitate seamless interaction and documentation.
- Manage confidential information in accordance with Company policy and PSC processes.
- Identify and report adverse events via the established systems as per applicable processes.
- High School Diploma required
- Experience with work that requires the balancing of multiple priorities.
- Experience working with data entry system(s), fax machines, computer software, and telephone technology.
- Excellent written and verbal communication skills - ability to follow oral and written directions.
- Strong problem-solving and critical thinking skills.
- Computer literacy in MS Word, MS Teams, Excel.
- 1 year of Customer Contact Center Experience in the Pharmaceuticals industry.
- Therapeutic area experience desired
- Possesses a learning mindset, the ability to accept and implement constructive feedback, and a general aptitude for continual development
- Possesses the ability to manage stressful calls as they arise, while reflecting a calm and reassuring tone and attitude for our patients, their families, and their caregivers.
- Call center experience (strong preference).
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