Specialty Pharmacy Patient Care Coordinator

** Job Details
** Specialty Pharmacy Patient Care Navigators handle a broad variety of interactions with clients, providers, payers and manufacturers critical to the services provided by the Specialty Pharmacy. The core functions include handling incoming and outgoing client and patient interactions and follow thru and resolution of customer inquiries. Interactions include calls from patients, families, provider offices, payers, and manufacturers. Handles other miscellaneous tasks, including the reconciliation of delivery tickets, and investigating expired prescriptions and encounters.

Handle every interaction with the utmost service and resolve; providing a patient/client experience that supports our commitment to efficient and effective connections to care. Interact with a diverse patient base to ascertain the reason for the interaction and assist the client with their inquiry, concerns or problems with a focus on first call resolution. Demonstrate commitment to service and follow-through.

Follow departmental protocols to ensure patient safety and accurate data entry.
** Job Description
** Essential Functions  
• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.  
• Receive, Handle, and Triage calls/interactions accordingly based on client’s needs including but not limited to:
Assessing refill needs, scheduling delivery of medications, copay collections, package & delivery tracking, obtaining payer/copay card information, status updates of orders, receiving/relaying information to the client  
• Practice First Call Resolution by identifying and assessing client needs to work towards a satisfactory solution  
• Assess for clinical escalation to pharmacist where appropriate  
• Accurately research and document all interactions within the Electronic Medical Record (EMR) per departmental policy and guidance  
• Access EMR and other software to answer, coordinate, track, and monitor interactions across multiple channels of communication. Maintain qualitative and quantitative individual and team performance targets.  
• Identify issues and communicate solutions to customers, pharmacies, physicians, and payers regarding scheduling and delivery information, prescription order status, eligibility,  and claims information  
• Effectively collaborate with internal departments and external entities to resolve customer issues, including billing, logistics, insurance coverage, and manufacturer copay card programs  
• Additional administrative and pharmacy tasks and duties may be assigned by management

Competencies (Knowledge, Skills, and Abilities Required):  Competency      Description  Maintain knowledge of and comply with regulatory guidelines set forth by the State Board of Pharmacy, FDA, DEA, DHS, Medicare, TJC, and URAC as applicable to functional  role   Demonstrated ability to listen skillfully, accurately collect & document relevant information, and build relationships and trust with   Knowledge of and ability to utilize practices, tools, and techniques for communicating with a  client  Knowledge of the major responsibilities, accountabilities, and overall organization of the client support function or department, ability to properly support client inquiries and bring problems to a timely resolution.

Independently resolves complex client conflicts including but not limited to: damaged/lost products, order placement, and outstanding balances and invoices  Multi-task between several issues at one time Minimum

Education and Experience Requirements:

Education:

High School Diploma or GED equivalent preferred  AND

Experience:

3+ years experience in customer service role   1+ years experience in a specialty pharmacy, hospital, health insurance company, benefits department or other related healthcare environment. Minimum Certifications, Registration or License Requirements:  None Required Additional Information  
• Proficient in the use of computers and Microsoft applications. Type 35 wpm.

• Experience with clinical software systems;
Specialty Medications and Medicare billing is highly preferred.  
• Ability to communicate professionally and efficiently in both written and…