Patient Access Coordinator (PAC)

Make a Difference Every Day!

Help Achieve Remarkable Outcomes in Addiction Treatment and Change Lives
Join a Growing Company with Opportunity for Career Advancement

Through an innovative pharmacy program, St. Matthews Pharmacy removes barriers to treatment and deliver life-saving services and medications to patients in a stigma-free environment. Join a company that is driven by a higher purpose?to make a difference in the lives of those they serve, especially those affected by addiction. A leader in quality standards, St. Matthews Pharmacy provides solutions for payers, clinicians and organizations involved with substance use disorder. St. Matthews Pharmacy is one of the only companies that offers access to all FDA approved medications for substance use disorder through our full-service, high-touch pharmacies.

We are seeking a talented Patient Access Coordinator to join our team at St Matthews Pharmacy. The PAC serves as a dedicated, patient-facing resource embedded within behavioral health and partner clinics, focused on improving medication access, adherence, and overall patient outcomes.

This role is responsible for guiding patients through the full medication journey?from onboarding and program education to ongoing engagement and refill coordination?while actively partnering with providers, pharmacists, and care teams to remove barriers to care and ensure patients receive timely, appropriate therapy. Unlike traditional pharmacy support roles, this position is relationship-driven and outcomes-focused, with a strong emphasis on:

• patient engagement
• prescription capture and retention
• coordination across providers, payers, and pharmacy teams

The Patient Access Coordinator reports to the Director of Strategic Initiatives.

Positon Details:

• Position is full time / Hourly Non Exempt
• Hours will vary ( Mon- Fri)
• May include occasional weekend day
• Pay rate $22.00hr-$25.00hr

Essential Functions:

Patient Engagement & Education

• Serve as the primary point of contact for patients within assigned clinics
• Educate patients on:
  • Non-clinical medication information
  • refill processes
  • importance of adherence
• Conduct proactive outreach, including:
  • refill reminders
  • follow-ups for missed fills or gaps in therapy
• Build trust with behavioral health and substance use disorder populations through empathetic, stigma-free communication

Medication Access & Barrier Resolution

• Identify and resolve barriers to medication access, including:
  • insurance cverage issues
  • prir authorizations
  • affrdability challenges
• Coordinate with pharmacy, providers, and payers to:
  • initiate and track prir authorizations
  • facilitate therapy changes when needed
  • cordinate delivery and refill needs

Prescription Capture & Growth

• Partner with clinic staff and providers to:
• • increase prescriptin capture into St. Matthews Pharmacy through education on our program and options ensuring all patients are aware of St. Matthews as a pharmacy choice.
  • ensure prescriptins are directed efficiently and appropriately
• Monitor and act on:
  • Patients at risk f gaps in therapy
  • missed prescriptin opportunities
  • delays in therapy initiatin
  • patient leakage t outside pharmacies
• Serve as a strong advocate for the pharmacy program within assigned clinics

• Care Team Integration

• Collaborate closely with:
  • prviders
  • pharmacists
  • case managers
  • therapists
  • clinic leadership
• Support continuity of care by aligning:
  • patient appintments
  • medicatin readiness
• Act as the bridge between clinic workflows and pharmacy operations

• Financial Assistance & Patient Support

• Identify patients eligible for:
  • manufacturer cpay assistance programs
  • patient assistance prgrams
  • qualifying fr need based financial relief
• Assist with enrollment and ongoing support
• Educate patients on cost expectations and available financial resources

• Documentation & Outcomes Tracking

• Document all patient interactions accurately in designated systems
• Track and monitor:
  • adherence
  • refill cmpliance
  • interventin outcomes
• Utilize data and trends to improve patient engagement and outcomes

• Medication Coordination & Limited Delivery Support

• Coordinate medication readiness in alignment with clinic schedules and patient needs
• Support movement of medications between pharmacy and clinic locations, as needed

Qualifications, Education and Experience:

Required:

• High school diploma or equivalent
• Active Pharmacy Technician license in good standing (required for accreditation and compliance purposes)
• 2 years of experience in healthcare, pharmacy support, care coordination, or patient-facing roles
• Strong communication and relationship-building skills
• Experience navigating insurance, prior authorizations, or healthcare systems
• Ability to manage multiple priorities in a fast-paced, patient-focused environment
• Strong attention to detail and ability to maintain accurate documentation
• Ability to maintain strict confidentiality and adhere to HIPAA requirements

Preferred:

• Experience in behavioral health or substance use disorder settings
• Experience in specialty pharmacy, care coordination, or patient access roles
• Familiarity with EMR systems, pharmacy systems, or healthcare technology platforms

Additional Requirements:

• Valid driver?s license and proof of auto insurance
• Ability to perform limited pharmacy support functions under pharmacist supervision, as needed

Knowledge, Skills, and Abilities:

• Strong communication and interpersonal skills, with the ability to build trust with patients, providers, and care teams
• Ability to engage effectively with patients in high-touch or sensitive situations, including behavioral health and substance use populations
• Demonstrated empathy, emotional intelligence, and patient-centered communication
• Strong organizational and time management skills, with the ability to manage multiple patients and priorities simultaneously
• Ability to navigate complex healthcare systems, including insurance, prior authorizations, and pharmacy workflows
• Problem-solving mindset with the ability to identify barriers and drive resolution independently
• Ability to influence and collaborate across teams without direct authority
• Self-motivated with the ability to prioritize, plan, and structure workdays effectively
• High attention to detail with strong follow-through and accountability
• Ability to maintain strict confidentiality and adhere to HIPAA requirements

Physical Requirements:

• The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions in this job description.
• The employee is regularly required to stand, walk, and sit, as well as talk and hear.
• The employee is required to use hands to operate vehicles and office equipment.
• The employee must occasionally lift and/or move up to 30 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.
• Light to moderate physical effort (lift/carry up to 30 lbs.) -Heavier weights with assistance.
• Repetitive motions and/or prolonged computer use
• Working at a fast pace, subject to many interruptions and both physical and mental stress