Patient Experience Coordinator

6 months ago

Andover, United States IWP Full time

The Patient Experience Coordinator builds relationships with IWP patients and acts as the first point of contact for those who utilize our worker's compensation pharmacy services. Reporting to the Manager of Patient Experience, this role supports the needs of our enrolled patients and pharmacy staff.

What You'll Do

  • Interact with patients via a combination of inbound and outbound calls to promptly respond to patient inquiries
  • Resolve customer issues and complaints using professional communication and proactive problem-solving skills
  • Provide exceptional customer service to every caller, providing any necessary follow up
  • Document patient accounts by recording information with all pertinent details of inquiries
  • Comply with Quality Assurance program to consistently meet the required expectations during each customer interaction
  • Maintain a current knowledge of related policies and procedures and be comfortable speaking to current changes within the industry, organization, and department
What You'll Need
  • Ability to work a full-time schedule, Monday through Friday, with varying shifts
    • Two days - 8:00 am to 4:30 pm
    • Two days - 12:00 pm to 8:30 pm
    • One day - 10:00 am to 6:30 pm
    • One rotating Saturday from 8:00 am to 12:00 pm
  • Possess problem solving, attention to detail, organizational and time-management skills
  • Exceptional communication skills; oral, written and interpersonal
  • Efficiently and accurately provide information to patients and peers
  • Ability to multi-task in a fast-paced team/organization setting
  • Maintain quality of work through effective and accurate documentation
  • Ability to adapt effectively to frequent changes


Make a Difference with IWP

Injured Workers Pharmacy (IWP) is proud to be THE Patient Advocate Pharmacy, helping injured workers around the country access their prescription medications with ease. As a specialized workers' compensation home delivery pharmacy, we collaborate with the legal, medical, and insurance communities to help injured workers return to a productive life. At IWP we believe in our service, but it's the people who make it a great place to work. We value our employees and strive for a culture of teambuilding, open mindedness, and fun. If that sounds like something you'd like to be part of, we'd love to hear from you Your compensation will include a competitive salary, generous benefits, and opportunities for growth and development.

IWP is an Equal Opportunity Employer.IWP does not discriminate on the basis of race, creed, color, religion, national origin, sex, sexual orientation, gender identity, age, physical or mental disability, or any other basis covered by appropriate law.All employment decisions are made on the basis of qualifications, merit, and business need. IWP is committed to providing reasonable accommodations for qualified individuals with physical and mental disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at humanresources@IWPharmacy.comWe will make a determination on your request for reasonable accommodation on a case-by-case basis.

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