Patient Care Coordinator

Description of Responsibilities

The Patient Care Coordinator shall have knowledge of and follow the standing operating procedures for the pharmacy. He/she will have detailed knowledge of patient care, communications and customer service workflow including all relevant systems and processes and successfully function in the role of a Patient Care Coordinator.

Responsibilities of the Patient Care Coordinator include the following:

• Demonstrates a knowledge regarding processing retail, compounded and specialty medications as well as operational systems used to manage patient care.

• Serve as the primary point of contract for patients, addressing inquiries and concerns along with daily communications with providers and payors whether verbal or through electronic means.

  • Patient communications include initial patient contact calls, patient agreement calls after the RX is ready, refill calls, patient follow-up quality assurance calls, as well as any other patient calls. Appropriate documentation for each call is required.
  • Provider communications include prescription verification, prescription status updates, refill requests, failure to reach notifications and any other identified provider calls. Appropriate documentation for each call is required.
  • Payor communications include benefit investigation, troubleshooting the prescription process, payor directed patient surveys and other identified payor calls. Appropriate documentation for each call is required.

• Facilitate communication between patients, pharmacists and other health care professionals, demonstrating the highest communications standards. These standards shall include, but are not limited to applicable verbal, written, and electronic communication and documentation. Each coordinator will display a positive attitude, build positive connections with patients, achieve brand consistency internally, and promote a positive public image externally among FountainRx’s key stakeholders. Standards shall be adaptable to the daily ebb and flow of a pharmacy, but shall reflect excellence throughout the process.

• Positive coordination with all departments should be expected and is required.

• Reporting to Patient Care Manager or their designee in a prompt, efficient manner with the proper disposition is expected. Continued training as well as participation in routine departmental or organizational meetings will be required.

• Other projects, activities, or responsibilities assigned at the discretion of the partners or their designee.

Minimum Qualifications

• Minimum two years experience in a health-care setting or customer-service is preferred.

• Computer skills that include word processing, and efficient use of the internet and e-mail.

• Excellent communications skills.

Physical Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions in this job description:

• The employee is regularly required to stand, walk, and sit, as well as talk and hear.

• Good hand-eye coordination and the ability to lift up to at least 25 pounds