Patient Care Coordinator

Job Summary:
Works under the direction of the Senior Manager of Patient Services to coordinate the needs of patients taking complex medications related to their medical condition, disease or illness. Patient Care Coordinators work proactively with our patients, provider offices and clients via the telephone and directly on site to compassionately and efficiently coordinate medication shipments, medication adherence services, provider support, and overall customer service for specialty medications. In addition, the Patient Care Coordinator has a thorough knowledge of client accounts and their protocols, insurance benefit investigation, and specialty operations to ensure that our patients are maximizing the integrated pharmacy services provided by VFP Pharmacy Group.

Job Description:

• Performs effective patient management using strong telephonic communication skills
• Understands / evaluates patient needs and requirements
• Initiates compliance monitoring phone calls to patients and manages refills
• Demonstrates knowledge of specialty pharmacy practices and procedures
• Collaborates with members of health disciplines in the interest of the patient's health care
• Consults and utilizes community agencies and resources for continuity of patient care
• Refers patients to available resources pertaining to access of medication including access to manufacturer driven discount programs and cost savings
• Ensures accurate and complete patient enrollment in VFP's specialty pharmacy services programs
• Works with pharmacy operations team to complete benefit investigation, verification, and coordination of benefits
• Works with Pharmacy Operations team to perform test claims and advise provider team when prior authorization is required
• Understands patients' order urgency and the importance of reviewing the medication profile to identify refill need and capture changes
• Performs proper documentation of patient and provider communications and interactions
• Delivers superior customer service and can work professionally in pharmacy environment
• Interacts professionally with pharmacists, medical providers, consultants and other staff
• Exercises good team collaboration across all customer specialty service functions to ensure order timeliness, quality and service metrics are routinely achieved
• Brings a winning attitude to work each day
• Acts as an ambassador for VFP in the community
• Completes all needed paperwork on time
• Other tasks as needed to ensure accuracy and a positive patient experience

Position Characteristics:

• Have desire to be part of an entrepreneurial organization
• Ability to exercise judgment under pressure and use analytical ability to affect solutions required
• Ensure that customers have a positive experience; commits to meet or exceed customer expectations
• Have effective communication, people and organizational skills (verbal and written)
• Will possess the ability to build relationships with our provider partners by working with them to successfully fulfill and exceed the needs of their patients who are prescribed a specialty medication.
• Will have in-depth knowledge of insurance coverage, terminology and benefit investigation Able to do test claims and identify insurance coverage and benefit coordination. Performs any required prior authorization. Able to communicate coverage details to patients and providers. Researches co-pay assistance and financial assistance programs as appropriate.
• Will have basic knowledge of medical terminology, as well as a baseline understanding of specialty medications. Able to troubleshoot medication regimen issues, ex. Knowledge of regimen sequence to prioritize which items patients will need in what order, and to coordinate shipments accordingly.
• Ability to compassionately ensure that each patient feels they have received the utmost in personalized care for their disease condition.
• Able to work in an extremely fast-paced environment handling urgent patient needs. Capability to multitask is essential without sacrificing quality and attention to detail.
• Business hours are 8am to 8pm Monday-Friday and 8am to 5pm on Saturdays. Potential to be scheduled for one of the following shifts: 8am to 4:30pm, 8:30am to 5pm, 9:30am to 6pm, 10:30am to 7pm, 11:30am to 8pm. Saturday rotation is 1-2 per month 8:30am to 5pm.

Job Specifications:
Required Specifications:

• Prior experience in a healthcare setting
• Proficient PC and computer skills

Preferred Specifications:

• 2 year Medical Assistant degree or pharmacy experience is desirable
• Pharmacy Technician experience highly desirable
• Experience working at an insurance company in plan design, benefit investigation, or at a pharmacy is desirable
• Prior experience in specialty pharmacy setting preferred

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.