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.

The Patient Access Coordinator (PAC) serves as an on-site representative of St. Matthews Pharmacy within partner clinics, focused on enhancing patient experience, improving medication access awareness, and driving engagement with pharmacy services.

This role is relationship-driven and patient-facing, centered on:

• Educating patients and providers on available pharmacy services
• Supporting patients in understanding their medication journey
• Promoting utilization of St. Matthews Pharmacy programs

The PAC operates strictly within a non-technician, non-clinical scope and will not perform pharmacy technician duties. This role is designed to strengthen patient connections, improve continuity of care, and support overall program growth within the clinic setting. The PAC?s role in delivery is functionally equivalent to a courier facilitating patient-specific delivery of medications that have already been dispensed.

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 a non-clinical resource for general pharmacy program awareness and patient support
• Provide clear, non-clinical education on:
  • Pharmacy services and available programs
  • Medication access processes
  • Importance of adherence and continuity of care
• Conduct proactive outreach to patients to support engagement and follow-through
• Build trust with behavioral health and substance use disorder populations through empathetic, stigma-free communication

Program Awareness & Growth

• Educate patients and providers on the benefits and services offered by St. Matthews Pharmacy
• Promote awareness of pharmacy options to ensure patients can make informed choices
• Support initiatives to improve patient retention and engagement with pharmacy services
• Identify opportunities to enhance patient participation and program utilization

Care Coordination Support (Non-Clinical)

• Collaborate with clinic staff and care teams to align patient needs with available pharmacy services
• Support communication between patients and appropriate care team members as needed
• Help ensure patients understand next steps in their care journey
• Does not communicate prescription-specific instructions or act on behalf of the pharmacy in clinical or operational matters

Medication Access Support (Non-Operational)

• Assist patients in understanding general processes related to medication access, affordability, and support programs
• Provide guidance on available financial assistance resources and direct patients to appropriate support channels
• Escalate barriers or concerns to appropriate internal teams for resolution
• No access to pharmacy dispensing systems, patient profiles, or prescription processing platforms.

Clinic Integration & Relationship Building

• Build strong relationships with providers, clinic staff, and leadership
• Serve as a visible and trusted representative of St. Matthews Pharmacy
• Support a seamless experience between clinic visits and pharmacy engagement

Patient-Specific Delivery Facilitation (Non-Dispensing)

• Facilitate coordination of patient-specific medication deliveries that have been fully dispensed, verified, and packaged at a licensed pharmacy
• Act solely as a designated delivery intermediary for patient-specific prescriptions
• No medications may be stored, held, or maintained at the clinic location
• All deliveries must be scheduled for same-day patient receipt
• If a patient is unavailable, medications must be returned to the pharmacy or redirected in accordance with company delivery policies
• The clinic location shall not function as a storage site or dispensing location under any circumstance. The clinic location is not a pharmacy, and no pharmacy functions occur at the site.
• The PAC has no authority to alter, delay, or make decisions regarding medication delivery beyond logistical coordination.
• At all times, medications remain under the control of the pharmacy until delivered to the patient, with the PAC acting only as a delivery intermediary without independent custody or control

Qualifications, Education and Experience:

Required:

• High school diploma or equivalent
• 2 years of experience in healthcare, pharmacy support, care coordination, or patient-facing roles
• Strong communication and relationship-building skills
• Demonstrated ability to educate and engage diverse patient populations
• 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 support roles

Additional Requirements:

• Valid driver?s license and proof of auto insurance

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
• 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

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

• Role Scope & Compliance Disclaimer:

• Dispensing or participating in dispensing of prescription medications
• Handling, storing, or maintaining custody of medication inventory
• Prescription order entry, processing, or insurance adjudication
• Clinical decision-making, interpretation of prescriptions, or patient counseling
• Operating under pharmacist supervision as a pharmacy technician or intern

The PAC functions solely in a non-clinical, non-operational, and non-dispensing capacity. This position is not classified as a pharmacy technician role and does not require pharmacist supervision under Kentucky Law.