Patient Services Coordinator

1 week ago

Garden Grove, United States Kroger Full time

Support the Pharmacy operations by providing a series of routine services required by manufacturers and regulators related to patients privacy and consent to treatment, working within the limits of prescribed routines. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety.**Minimum**
- High School Diploma or GED
- 1 year of telephone high touch, high quality customer service experience involving computer skills preferably in healthcare customer service
- Any additional specialized training in general office routines and computer and software operation
- Ability to demonstrate excellent oral and written communication skills by showing the ability to speak clearly, effectively, and quickly
- Ability to follow protocols and repetitive procedures to ensure compliance by organization
- Ability to communicate clearly, be understood, and have the caller feel you are an advocate for them, willing to go above and beyond for them
- Ability to focus on the customer and adapt conversations and interpersonal skills to fit the communication style of the caller
- Ability to connect with patient/client in a positive and meaningful way to ensure their comfort with the services we are providing
- Respond to incoming calls from current patients and prescribers offices, as primary representative to ensure continuity and maintenance of therapy while building trusted and enduring customer relationships that yield loyalty
- Facilitate communication between internal team, patients and prescribers offices to support patients therapy compliance through transmittal of status updates, template letters, etc.
- Document case activity, communications and correspondence in computer system to ensure completeness and accuracy of patient contact records and also in compliance with regulatory requirements and organization s procedures
- Teleconference with patient or patient s provider and conduct the initial adherence call and schedule the delivery of prescription
- Explain the benefits of utilizing Kroger Specialty Pharmacy, and coordinate follow up consultation by Pharmacist or Clinical Nurse as necessary
- Obtain verbal consent from patients or caregivers
- Facilitate patient enrollment with manufacturer Hubs when required
- Complete a series of assessments mandated by manufacturer contracts
- Advise patients and caregivers of financial obligations and copayments and process and safeguard credit card transactions
- Follow appropriate protocol for non-compliant patients, and when discharging patients from service
- Perform or assist with any operations, as required to maintain workflow and to meet schedules and quality requirements
- Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, and policies
- Perform other related duties as assigned
- Must be able to perform the essential job functions of this position with or without reasonable accommodation

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