Patient Care Coordinator - Healthcare Call Center
Perform duties to respond to incoming pharmacy calls from patients, prescribers offices, insurance companies, and manufacturers, and employ one call resolution, where appropriate. Effectively resolve all callers concerns and make routine outbound calls to assist current patients and prescribers offices with maintenance of monthly prescription refills. Address related questions and concerns while providing excellent customer service.
Respond to incoming calls from or make outbound calls to current patients and prescribers offices to process medication refills and schedule delivery to ensure continuity and maintenance of therapy while building trusted and enduring customer relationships that yield loyalty.
Utilize knowledge of the pharmacy processes and procedures to ensure that callers needs are met, address questions and concerns and escalate issues involving complex clinical matters to clinical team as appropriate.
Utilize personal effectiveness and effective listening to quickly assess caller s needs and use critical thinking skills to determine best resolution.
May communicate financial obligations, copayments and past due balances to patients and process and safeguard credit card transactions.
Facilitate communication between internal team, patients and prescribers offices to support patients therapy compliance through transmittal of status updates, template letters, notifications of triage or transfer, and other similar actions designed to maintain effective and efficient response and superior service quality.
Use computer system to locate patients and document case activity, communications and correspondence in computer system to ensure completeness and accuracy of patient contact records.
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.
Superior interpersonal effectiveness, telephone customer service and relationship building skills.
Ability to utilize problem solving and critical thinking to quickly understand what caller is wanting to determine best resolution or person to handle.
Ability to multitask during and between calls to review patient history, job aids, reference material, policies and procedures, as well as document patients records.
Excellent Microsoft Office software skills, including Excel and Outlook in Windows format with demonstrated adaptability to internal pharmacy systems. Education/Experience Requirements:
High School diploma or equivalent.
Additional specialized training in general office routines and computer and software operation.
Minimum 1-year experience of telephone high touch, high quality customer service experience involving computer skills. Prior experience in medical or specialty pharmacy setting preferred.