Job Description
Job Description
The Patient Care Coordinator works under the direction of our PCC Supervisor to compassionately and efficiently assist patients, provider offices and clients via the telephone.
They will work to ensure VFP remains complaint, ethical, adherent to pertinent regulations and laws, and promotes an open, inclusive, and patient-centric culture.
Daily tasks will include department tasks, workflow, aligned processes across all VFP locations (as needed). The PCC works closely with our Call Center Technicians and operates under the supervision of the clinical pharmacist teams.
Essential Functions
- Delivers superior customer service and can work professionally in pharmacy environment
- Interacts professionally with pharmacists, medical providers, consultants, and other staff
- Accurately obtain and enter patient information, including shipping, insurance and payment information.
- Escalate complex claims to the Call Center Technician representatives for appropriate action.
- Exercises good team collaboration to ensure order timeliness, quality and service metrics are routinely achieved
- Brings a winning attitude to work each day
- Collaborates with members of health disciplines in the interest of the patient's health care
- Refers patients to available resources in a timely manner
- Other duties as assigned
Requirements and Preferences
- High School Diploma or equivalent
- Must be available to work Monday through Friday, rotating 9 : 30-6, 10 : 30-7, and 11 : 30-8 with occasional holidays & rotating weekends
- Minimum 1-3 years of call center experience, preferably in healthcare, insurance or specialty pharmacy setting
- Strong working knowledge of HIPAA and other pertinent and applicable laws and regulations surrounding pharmacy and patient care
- Strong technical knowledge of pharmacy processing system and phone systems, preference for mechanical knowledge of NewLeaf, Shoretel, Telax, Leaflet, and PCARE
- Ability to problem solve, think critically, and improve workflow procedures
- Proven track record for handling large volume of inbound and outbound calls in a quality, compliant, and patient-centric fashion
- Next-level compassion and empathy required to assist sensitive patient population
- Ability to think holistically and continuous improvement mindset is essential
- Excellent verbal and written communication skills required
- Strong organizational skills, attention to detail and problem-solving skills
- Ability to multi-task
- Strong interpersonal, communication, and organizational skills required
Equal Opportunity Employer VFP Pharmacy Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, ethnicity, age, disability, veteran status, marital status, or any other characteristic protected by law.
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