Team Lead, Pharmacy PCC

JOB TITLE: Pharmacy Patient Care Coordinator Team Lead

EMPLOYER: AssistRx

DEPARTMENT: ARx Patient Solutions Pharmacy

REPORTS TO: Pharmacy Patient Care Coordinator Supervisor  

EFFECTIVE DATE: 08/22/2025

SUMMARY: The Pharmacy PCC Team Lead is responsible for engaging with team members, program managers and other departments within the organization to support all operational activities and ensure efficient day-to-day operations. The main responsibility of the Patient Care Coordinator is to correspond with patients, caregivers, and team members. Patient Care Coordinator acts as the first point of contact with patients by carefully evaluating the purpose of the call, carefully assessing their purpose, prioritizing their handling, and triaging the calls if indicated. Patient Care Coordinator will also prepare shipping materials and documents for pharmacy technician processing. All tasks requiring clinical decision making will be triaged to the pharmacists.

DUTIES AND RESPONSIBILITIES:

• Monitor team schedule and workload to ensure timely completion of tasks. 
• Collaborate with the team and act as a subject matter expert for pharmacy programs and provide coaching when necessary.  
• Assist with the development and maintenance of policies and procedures and training materials. 
• Monitor existing processes and analyze effectiveness, identify opportunities, trends/patterns, and behaviors to present recommendations for program enhancements. 
• Receiving and triaging inbound phone calls 
• Receiving and completing scheduling calls via a dialer or outbound queues  
• Gathering demographics, plan information, patient history and other data and documenting in pharmacy application as necessary
• Contacting physicians for missing or required information.
• Processes document intake queue for pharmacy technician processing
• Prepares shipping materials for packing stations
• Performs other related duties as assigned by management

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

• High school diploma, general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience
• Computer skills preferred: Microsoft Office (Word, Excel, PowerPoint, Office, Teams)
• Good communication skills, both written & verbal, preferred

BEHAVIOR CHARACTERISTICS: 

• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. 
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

COMPETENCIES:

• The PCC is able to handle inbound and outbound calls, triage as appropriate and complete scheduling tasks. 
• The PCC is able to update patient demographics, prescriber demographics and pertinent information for the pharmacy profile.
• The PCC is able to prepare documentation for pharmacy technician processing, including but not limited to demographics and plan information. 
• The PCC demonstrates the ability to communicate effectively with health care providers to obtain missing information. 
• The PCC is able to prepare shipping materials for packing. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Continually required to stand.
• Continually required to walk.
• Continually required to sit.
• Continually required to utilize hand and finger dexterity.
• Continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually moderate. 
• The employee must continually lift and/or move up to 50 pounds
• Additional remarks regarding work environment include standard office lighting and white noise.
• Specialized equipment, machines, or vehicles used: Conveyor belt, heat sealer, manual pallet jack.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.