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Trainer, Care Coordinator

2 months ago

Pittsburgh, United States Pantherx Specialty LLC Full time
Job DescriptionJob 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: Manager, Role-Based Training

Purpose:

The Trainer, Care Coordinator (CC Trainer) trains newly hired Care Coordinators (CCs) on basic functions essential for their role. The CC Trainer has strong knowledge of basic Patient Care Coordinator, Order Management Technician, and Claims Analyst functions to train new hires, including but not limited to interacting professionally with patients and caregivers via phone to coordinate prescription refill(s), data entry, prescription retrieval, adverse event/product complaint submission, patient profile updates, program consent tracking, and maintaining frequent communication with the manufacturer and the manufacturer nurse care partner.

Responsibilities:

  • Conducts comprehensive staff training for newly hired Care Coordinators on basic functions essential for their role, including but not limited to:
    1. Interact professionally with patients and caregivers via phone to establish rapport, introduce program offerings, ensure clinical compliance, authorize the next shipment of patients’ medication, and coordinate any other patient engagement activities.
    2. Enter data, retrieve prescriptions, submit adverse event/product complaints, update patient profiles, track program consents, and maintain frequent communications with the manufacturer and the manufacturer nurse care partner.
    3. Conduct physician office welcome calls to provide overview of the program and complete enrollments in physician office communication preference plans.
    4. Serve as the primary contact for the patient and physician to resolve inquiries.
    5. Ship patient travel kits by the manufacturer’s vendor upon patient request or identified need.
    6. Ensure patients are enrolled and consented with the program, and communicating with manufacturer representatives as needed.
    7. Enroll patients in financial assistance programs as appropriate including Quick Start, Bridge, Copayment Assistance, PAP and Product Replacement if applicable.
    8. Communicate to patients that they are referring the patient to an independent organization from the manufacturer upon a patient transfer to third-party PAPs for assistance
    9. Triage patients to rotation of all available 501(c)3 foundations if appropriate.
  • Facilitates additional training with Supervisors as needed.
  • Tracks all interactions with patients and manufacturer representatives, utilizing mutually agreed upon platforms, to the extent permitted by law.
  • Accepts direction from pharmacist(s) and Leadership regarding various elements of specialty call compliance programs.
  • Communicates effectively with both the Supervisor(s) and Program Manager(s) of applicable teams.
  • Performs all other duties as assigned.

Required Qualifications:

  • High school diploma or graduate education degree (GED)
  • 1-3 years customer service experience
  • Excellent communication, organizational and interpersonal skills

Preferred Qualifications:

  • Bachelor’s degree
  • 1-3 years’ experience in a specialty pharmacy call center environment

Work 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 and home office equipment such as computers and phones.

Physical Demands:

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