Patient Care Coordinator

4 days ago

Louisville, Kentucky, United States Virtual Employee Full time
About the Job

Job Summary: We are seeking a highly skilled and compassionate Patient Care Representative to join our team at Virtual Employee. As a Patient Care Representative, you will play a critical role in supporting patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.

Key Responsibilities:
  • Support Inbound and Outbound Calls: Answer calls, emails, and other requests from patients and/or healthcare providers while meeting or exceeding service level goals.
  • Balance Priorities: Work with team members to balance inbound calls, respond to inbound email requests, and make outbound calls to messages left on voicemail.
  • Accurately Capture Information: Accurately and completely capture information and update systems appropriately.
  • Investigate Issues: Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution.
  • Escalate Issues: Understand when an issue must be escalated and to whom it should be escalated.
  • Provide Patient Support: Provide availability, tracking, and shipping information for patient's medication as needed.
  • Assist with Additional Duties: Assist department with additional duties as directed by Pharmacy Leadership and provide timely completion of special tasks when requested.
  • Provide Enrollment Status Updates: Provides enrollment status updates to patients or healthcare providers, as requested.
  • Schedule Treatments: Schedule treatments to be sent to the patient or patient's healthcare provider.
  • Respond to Program Inquiries: Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates, and caregivers.
  • Report Adverse Events: Report adverse events/product complaint inquires received in accordance with standard operating procedures and current good manufacturer practices.
  • Execute Day-to-Day Operations: Execute day-to-day operations specific to the assigned program(s).
  • Maintain Patient Confidentiality: Maintain patient confidentiality at all times.
Requirements:
  • Education: High school diploma or equivalent.
  • Experience: Two (2) years of work experience in a customer service or customer-focused role, and one (1) year of work experience in a pharmacy or call center environment.
  • Skills: Demonstrated empathy and compassion, excellent verbal and written communication skills, excellent organization skills and detail-oriented, ability to balance multiple priorities to meet expected response deadlines, adaptable, flexible, and readily adjust to changing situations, ability to work independently and as a member of a team, ability to comprehend and apply basic math principles, ability to apply logical thinking when evaluating practical problems, ability to present information and respond to questions from stakeholders, ability to interact with a diverse group, ability to listen and demonstrate a high degree of empathy, and demonstrated computer skills including Microsoft Word, Excel, and Outlook.

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