Patient Care Coordinator

1 week ago

Louisville, Kentucky, United States Virtual Employee Full time
{"title": "Patient Care Representative", "description": "About the Job

At Virtual Employee, we are seeking a highly skilled Patient Care Representative to join our team. 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 phone lines for the pharmacy
  • Answer calls, emails, and/or other requests from patients and/or healthcare providers while meeting or exceeding service level goals
  • Balance multiple priorities, working with team members, between inbound calls, responding to inbound email requests, and making outbound calls to messages left on voicemail
  • Accurately and completely capture information and update systems appropriately
  • Be flexible, organized, and able to comply with constantly changing program business rules
  • Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution
  • Understand when an issue must be escalated and to whom it should be escalated
  • Provide availability, tracking, and shipping information for patient's medication as needed
  • Assist department with additional duties as directed by Pharmacy Leadership and provide timely completion of special tasks when requested
  • Provides enrollment status updates to patients or healthcare providers, as requested
  • Schedule treatments to be sent to the patient or patient's healthcare provider
  • Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates, and caregivers
  • Report adverse events/product complaint inquires received in accordance with standard operating procedures and current good manufacturer practices
  • Execute day-to-day operations specific to the assigned program(s)
  • Maintain patient confidentiality at all times
Requirements
  • High school diploma or equivalent
  • Two (2) years of work experience in a customer service or customer-focused role
  • One (1) year of work experience in a pharmacy or call center environment
  • Must have proven ability to provide consistently high-quality service
Preferred Qualifications
  • Associate Degree or technical school training in a related field
  • Two (2) years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
  • Experience with HIPAA and patient services
  • Bi-lingual, English and Spanish
Knowledge, Skills & Abilities
  • Demonstrated empathy and compassion
  • Excellent verbal and written communication skills
  • Excellent organization skills and detail-oriented
  • 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
  • Demonstrated computer skills includes Microsoft Word, Excel, and Outlook
  • Display tact and diplomacy in response to unfavorable or negative situations
  • Demonstrated sensitivity and understanding when speaking with patients
  • Demonstrated passion for speaking with people in an outgoing way
Physical Requirements
  • Location of job activities 100% inside
  • Extensive manual dexterity (keyboarding, mouse, phone)
  • Constant use of phone for communication
  • Noise and/or vibrations exposure
  • Frequently reach (overhead), handle, and feel with hands and arms
  • Sit for prolonged periods of time
  • Occasionally stoop, kneel, and crouch
  • Occasionally lift, carry, and move up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

"}

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