Patient Care Coordinator - Emanate Health Medical Center-Specialty Pharmacy

Job Title: Patient Care Coordinator - Emanate Health Medical Center-Specialty Pharmacy

SUMMARY Provides new and existing patients with a positive patient experience in relation to their prescriptions, clinical services, billing inquiries, feedback, and suggestions.

• Location: 1135 South Sunset Ave., Ste. 104, West Covina, CA 91790
• Pharmacy Operational Hours: Monday through Friday from 8 am to 5 pm

ESSENTIAL FUNCTIONS *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Receives inbound calls from patients regarding orders for medications, pharmacy services, and any other non-clinical inquiries.

• Conducts patient outreach calls regarding compliance and routine matters in accordance with the patient management program.

• Must meet required productivity and quality standards and goals as set by the Senior Director, Shared Services.

• Performs data entry, including patient demographic, billing, medical history, and prescription information.

• Conducts insurance verification, coordination of benefits, co-pay collection.

• Provides pricing, availability, and schedule information.

• Performs specialty and retail order scheduling.

• Effectively triages customer's questions and needs to the appropriate staff member on the Pharmacy Team.

• Provides excellent customer service as evidenced by a willingness and ability to assist customers with their questions/concerns, treating customers in a friendly and helpful manner, and maintaining a positive attitude.

• Upholds patients' rights, including privacy and confidentiality.

• Operates effectively in a fast-paced deadline-driven environment that requires attention to detail and the ability to multitask.

• Performs other duties as assigned.

EDUCATION AND EXPERIENCE

Basic Qualifications (Required):

• High School Diploma, GED, OR, a completion of Pharmacy Technician Program required as verified by Registered Pharmacy Technician.

• 1-2 years of customer service experience in a healthcare, specialty pharmacy, PBM, call center setting, or other related (medical / pharmaceutical) industry

• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.

• Basic knowledge of and skills using MS Windows, MS Office Suite, and/or other similar operating/software programs

Preferred Qualification(s):

• Pharmacy Technician registration from CA State Board of Pharmacy, current and in good standing

• Certified Pharmacy Technician (CPhT) / PTCB (non-expired)

COMPETENCIES

• Good verbal and written communication and interpersonal skills with the ability to communicate in a diplomatic and confidential manner.

• Must be detail-oriented, with strong organizational and multitasking skills.

• Communicates effectively with patients and colleagues/employees of the organization.

• Ability to interact and communicate with people over the phone, sometimes in stressful situations.

• Ability to understand and follow instructions, work independently and efficiently.

• Basic data entry and/or word processing skills with the ability to verify data input and correct errors.

• Conveys empathy and understanding when handling customer service issues.

WORK ENVIRONMENT AND PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. While performing the duties of this job, the employee is regularly required to talk and hear. The ability to see distinctions in colors and shapes is also required.

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

• This position requires the ability to handle stressful situations in a calm and courteous manner at all times.

• This position also requires the ability to:

• Sit, use hands to handle or feel, talk and hear constantly 67-100% of time OR 6 or more hours.

• Reach with hands and arms frequently 34-66% of time OR 4-6 hours.

• Stand, walk and stoop, kneel and crouch occasionally 0-33% of time OR 1-3 hours.

• Lift and/or move up to 10 to 25 pounds occasionally 0-33% of time OR 1-3 hours.

Compensation will vary based on region. For the state of California only, expected hourly range is $16.98 to $25 or +/hour ranges.

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