What are the responsibilities and job description for the Patient Care Coordinator Supervisor position at Professional Arts Specialty Pharmacy?
Job Overview:
The New Patient Care Coordinator Supervisor will play a pivotal role in overseeing and guiding the New Patient Care Coordinators. Your leadership will ensure that our team operates efficiently and continues to deliver exceptional support to patients throughout the prescription fulfillment process. You will be responsible for supervising the team, optimizing workflows, and maintaining high standards of service and compliance.
Duties and Responsibilities:
- Proactively manage the patient contact workflow process for both Specialty Services Department and Retail Department of Professional Arts Pharmacy and the communication and coordination with other departments to ensure superior customer service and timely delivery of prescriptions.
- Participate in planning and leading the monthly Specialty Services Department Meeting, including creating an agenda of what needs to be communicated regarding all parts of the New Patient Coordinating process, type and distribute notes following the meetings.
- Lead and manage the New Patient Coordinaor team, including training, mentoring, and performance evaluations to ensure effective and efficient contacting patients and pushing prescriptions through to fulfillment.
- Create and maintain job aides on completing the patient call process for each product, ensuring the PAP is fulfilling all requirements of manufacturer agreements in a timely manner.
- Develop and implement strategies to streamline the patient contact process, improve work flow processes, and enhance overall team performance, ensuring that both telephone and digital communications are optimized.
- Serve as the primary point of contact for new patients, ensuring smooth onboarding and support throughout the prescription fulfillment process.
- Manage complex patient needs, including insurance verifications, prior authorizations, and payment plans.
- Proactively resolve patient issues and anticipate needs to ensure patient satisfaction.
- Act as a liaison between patients, healthcare providers, and the pharmacy team to ensure accurate and timely prescription processing.
- Train and mentor junior staff, contributing to workflow improvements and best practices.
- Answer phone calls and respond to inquiries regarding products, services, and pharmacy operations. Support patients with prescription inquiries, insurance verification, and payment options.
- Coordinate with insurance carriers and assist patients and/or coordinators with approval processes for prescriptions.
- Document patient interactions and update profiles with relevant information.
- Educate patients on prescription benefits, coverage, and options for cost savings.
- Contribute to process improvements and ensure timely follow-up with patients.
- Make every attempt for timely patient contact to obtain or confirm the patient’s demographic information, verify insurance coverage and answer patients’ questions about the fulfillment process.
- Anticipate customer needs and resolve issues quickly by finding forward thinking solutions and determining what can be done to fulfill a request.
- Support the approval process as needed for patients’ primary insurance, worker’s compensation or Prescription Assistance Programs to determine the best solution for each prescription.
- Effectively communicate patients’ payment terms and provide options to fulfill each patient’s specific needs in order to keep their drugs costs as low as possible.
- Guide and educate callers on their prescription benefits, use of plan, formulary, premiums and status of orders and claims or inquiries
- Maintain accurate and confidential records of patient files, prescriptions, and transactions. Input and update patient information and prescription data into the pharmacy management system.
- Ensure all patient information is handled in compliance with HIPAA and pharmacy policies to maintain confidentiality.
- Assist in maintaining a clean and organized workspace to ensure a safe environment for staff and patients.
- Ask appropriate questions and listen actively while documenting required information in computer systems.
- Respect every customer’s dignity and right to privacy by only discussing confidential information on a need-to-know basis and only in private areas.
- Ensure NPCC team adheres to pharmacy policies, processes, procedures and best practices
- Proactively support other pharmacy team members when needed to ensure a quality and timely fulfillment process including general pharmacy upkeep, point of sale, inventory management, shipping or other duties and responsibilities.
Qualifications:
- High school diploma or equivalent; background in healthcare of pharmacy is preferred
- Must pass a background check and drug screening. No pending felony charges or convictions for criminal offenses involving controlled substances.
- Strong organizational, planning, and multitasking abilities.
- Excellent time management skills and ability to multi-task and prioritize work.
- Attention to detail with a high level of accuracy in data entry and record-keeping.
- Excellent written and verbal communication skills.
- Ability to work well in a team environment.
- 3 years’ experience in customer service or healthcare, with pharmacy experience preferred
- Reliable and punctual with a strong work ethic.
- Adaptable and capable of working efficiently in a fast-paced environment.
- Ability to work well in a team environment
- Prior supervisor experience required
Skills
- Exceptional leadership and team management abilities.
- Strong organizational and planning skills with the ability to handle multiple tasks and prioritize effectively.
- Exceptional ability to hire and train employees, ensuring understanding and ability for all employees to perform all PA related duties.
- Excellent problem-solving skills and attention to detail.
- Superior written and verbal communication skills.
- Knowledge of medical terminology (including sig codes and Roman numeral), brand and generic names of medications and general pharmacy terminology.
- Handling patient information with accuracy and confidentiality.
- Excellent time management skills and ability to multi-task, prioritize work and meet deadlines.
- Ability to work well in a team environment and independently.
- Proficient in using office software and prior authorization systems.
- Typing/keyboarding skills
- Good interpersonal skills
Knowledge of medical terminology (including sig codes and Roman numeral), brand and generic names of medications and general pharmacy terminology is preferred
8:30am - 5:30pm
Salary : $20 - $22