The Patient Services Coordinator III is primarily responsible for handing customer service inquiries from members, providers, physicians and internal/external clients related to PAP, pharmacy benefits, and other medication related activities. The Patient Services Coordinator III will be able research and resolve issues in a timely manner and document issues and resolutions in a common database. Employee could handle approximately 100-200 enrollments, orders, or communications per day depending on volume of program.
Specific job duties:
Maintain an accurate and complete documentation and system record of all inquires in order to continuously improve the customer service process and reduce potential legal concerns.
Complete full follow-up with regard to missing information from patients or healthcare providers including data entry processing, documentation, and AE reporting per program guidelines.
Handle inbound/outbound communications from patients, physicians, and/or physician advocates in a polite and professional manner in accordance with the quality guidelines.
Enter patient prescriptions, refills, physician orders, enrollment forms and other information into the software system and maintain patient profiles in accordance with program rules.
Process order and enrollment rejections and follow-up activities.
Additional duties as assigned.
Desired Skills and Qualifications:
High school degree or equivalent
3+ years of relevant experience
Proficiency with personal computers including Microsoft Office
Excellent written and verbal communication skills
Ability to adapt in a dynamic work environment
Maintain accurate information and make decisions with minimal supervision
Ability to work a flexible schedule in order to cover peak call and order entry hours
Strong organizational skills
Demonstrated excellent verbal and written communication
Strong focus on customer service with high quality results
Ability to manage timelines and balance multiple deadlines
Pharmacy Tech license as needed for specific programs