Coordinator I, Patient Care

Role Summary

This position provides high-volume call center support and exceptional customer service to patients and health care providers. The role educates patients on enrollment, handles status inquiries, and schedules deliveries, using a core CRM system to manage workload and route work to teammates.

Responsibilities

• Maintains high level of customer service, account overview, and urgent order submission.
• Demonstrates reliable data entry, active listening, proper phone etiquette, strong verbal and written communication, and teamwork.
• Acts as the initial point of contact for patients and health care professionals, guiding callers through order processing activities.
• Ensures accurate information or directs calls to the appropriate team member with professionalism.
• Documents all communications and notifies relevant parties of urgent orders, shipping issues, errors, complaints, or adverse drug events.
• Identifies potential Adverse Event situations for reporting to Pharmacovigilance to ensure FDA regulatory compliance.
• Meets performance standards aligned with predefined metrics.
• Completes required training to perform all functions, including soft skills certification and program overviews.

Qualifications

• High School Diploma or GED required; Associate or College Degree preferred.
• Previous experience in a call center, healthcare office, corporate setting, healthcare insurance provider, or pharmacy is highly desirable.
• Understanding of commercial and major medical insurance programs, billing, benefit investigation, prior authorization, and appeal filings.
• Knowledge of private payers, pharmacy benefits, medical benefits, Medicare Part D, Medicaid, and alternative funding resources.
• Strong organization and problem-solving skills to handle patient conversations and address needs.
• Comfort with using multiple applications to capture case information.
• Proficiency in Microsoft Office Suite and Lotus Notes (Excel, Word, Outlook, SharePoint).
• Professional communication skills and courteous attitude towards customers and colleagues.
• Critical thinking, analytical skills, and ability to work with minimal supervision; strong written and verbal communication, customer service, and interpersonal skills.
• Ability to act appropriately in a stressful environment.
• Residence in the State of Illinois.
• Availability to work between 7:00am to 7:00pm.

Skills

• Customer service excellence
• Data entry and documentation
• Communication (verbal and written)
• Problem solving and critical thinking
• CRM and multi-application navigation

Education

• High School Diploma or GED required; Associate or College Degree preferred.