Patient Coordinator

Job Description

Job Description

Job Duties :

The Patient Coordinator 1 (PC 1) is responsible for providing support and resolution for customer requests.

Accurately and efficiently answer inbound calls that are received from patients, their caregivers, and health care practitioners.

Educates and addresses questions regarding the brand, enrollments, and basic case status updates as appropriate.

Support high volume programs associated with retail and specialty pharmacy products.

May share appropriate information with patient / caregiver around other resources and services that the PSC may be able to offer or transfer them to the appropriate PSC partner, including their designated Care Navigator.

Prepared to respond to program-related queries from customers, support enrollments, and outline information regarding co-payments (or connect the patient / caregiver to appropriate PSC resources, as needed).

Converse with customers about their treatment journey and be able to offer solutions in accordance with approved procedures.

Develop and maintain knowledge of NPS programs and customer workstreams; broaden program knowledge over time.

Learn and utilize protocols to respond to customer phone, chat, fax, intelligent chatbot, SMS / text, mail, and e-mail inquiries as well as other communication channels in a prompt and courteous manner

Prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up

Work with support and product program teams to transfer customers to other units as needed - ensure that referrals / questions are addressed in a timely, consistent, and organized manner to avoid the delay of care for the patient.

Prepare proper documentation and notifications; perform proper escalation, tracking, and follow-up.

As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of PC 1 to Supervisors.

Engage in real-time communication with patients, caregivers, healthcare providers, team members, and stakeholders via phone while simultaneously typing accurate and coherent notes, messages, or documentation.

Ensure all written communication is free from spelling and grammatical errors, maintaining a high standard of professionalism.

Multitask effectively, balancing verbal and written communication to provide timely and accurate responses.

Utilize various communication tools and platforms to facilitate seamless interaction and documentation.

Manage confidential information in accordance with Company policy and PSC processes.

Identify and report adverse events via the established systems as per applicable processes.

Qualifications :

High School Diploma required

Experience with work that requires the balancing of multiple priorities.

Experience working with data entry system(s), fax machines, computer software, and telephone technology.

Excellent written and verbal communication skills - ability to follow oral and written directions.

Strong problem-solving and critical thinking skills.

Computer literacy in MS Word, MS Teams, Excel.

1 year of Customer Contact Center Experience in the Pharmaceuticals industry.

Therapeutic area experience desired

Possesses a learning mindset, the ability to accept and implement constructive feedback, and a general aptitude for continual development

Possesses the ability to manage stressful calls as they arise, while reflecting a calm and reassuring tone and attitude for our patients, their families, and their caregivers.

Call center experience (strong preference).

Benefits :

Healthcare Insurance : Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.

Dental Insurance : Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

Vision Insurance : Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.401(k) Plan : The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first enrollment date that is at least 30 days after employment begins. Enrollment dates are each January 1st, April 1st, July 1st, and October 1st.

Technical Certification Bonus : Synectics is pleased to award its employees a bonus of up to $500 for an approved professional certification. In determining the bonus amount, Synectics will consider the cost of the test(s) for any certification relating to your current position, achieved during your employment with us. Only one Certification Bonus per calendar year may be awarded per employee. Only current, active employees will be eligible to receive this bonus. It will be awarded 90 days after the Synectics office has received documentation confirming the successful completion of the certification.

Synectics is an equal opportunity employer.