Patient Care Coordinator|
Job Description :
Provides new and existing patients with the best possible customer service in relation to their drug prescriptions, clinical services, billing inquiries, patients’ suggestions and complaints.
Records and processes orders and/or inquiries received by fax, mail, telephone, and/or through patient
Provides timely response to patients’ inquiries by telephone and/or email in an in or outbound service center, consistent with service and quality standards.
Provides pricing, availability, and schedules information within established guidelines.
Receives inbound and outbound calls to patients or MD Offices regarding orders for medications, pharmacy services and all other inquiries.
Coordinates patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, verifying patient information, notifying the pharmacist of issues or changes in the patient’s condition.
Provides correct information or directs the call to the appropriate team member or department while maintaining a high level of professionalism.
Ensures that good patients’ relations are maintained and patients’ claims and complaints are resolved fairly and effectively.
Creates patient activities as a reminder for the following tasks including but not limited to follow-up calls for patients, to initiate discharge of service, to contact a patient's doctor's office, to mail a letter to a patient, and any other reminders necessary as it relates to a patient's care.
Contacts the pharmacists to alert them of any changes in patient's condition, compliance issues due to patient not taking medication or side effects, or to transfer a patient directly to pharmacist for counseling.
Provides typed documentation of all communications received from calls and provides notification of any urgent orders, shipping related issues and any errors, complaints or compliments to the appropriate party or system.
Qualifications & Requirements
External Basic Qualifications :
High School Diploma/GED.
Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
Willing to work mandatory extra hours, this may include evenings, weekends and/or hours outside of normal business hours.
Experience entering data into databases (ex: Excel)
Basic level skill in Microsoft Excel (for example: opening a workbook, inserting a row, selecting font style and size, formatting cells as currency, using copy, paste and save functions, aligning text, selecting cells, renaming a worksheet, inserting a column, selecting a chart style, inserting a worksheet, setting margins, selecting page orientation, using spell check and/or printing worksheets).
Basic level skill in Microsoft Word (for example: opening a document, cutting, pasting and aligning text, selecting font type and size, changing margins and column width, sorting, inserting bullets, pictures and dates, using find and replace, undo, spell check, track changes, review pane and/or print functions).
Basic keyboarding skills (for example: operate by touch the letter, number and symbol keys with minimal errors)
Basic Internet Explorer skills experience to include opening a browser, typing in URLs in the correct location, using a search engine, bookmarking a site, navigating using back/forward/stop buttons, and filling out forms online
Basic level PC skills experience (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents, access information on-line, etc.).