Patient Care Coordinator

Provides customer service and first point of contact to patients, physicians and Axium staff by reviewing patient profiles and scheduling deliveries of patient’s medication; collecting key clinical information via NPCC assessments; discussing delivery schedule and refill procedures for the next delivery. Must be team oriented and work well with others. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities may include any task necessary to improve the process flow and provide better customer service to the external and internal customer. Other duties may be assigned.

• Provides customer service to the internal and external customer by making and receiving inbound and outbound calls for delivery of medications. Must be able to sit for long periods of time to perform duties.
• Review of HIPAA standards.
• Reviews all notes prior to delivery confirmation; communicating with patient and/or physician office insurance investigation and patient responsibility.
• Collection of key clinical information via the NPCC assessments.
• Ability to understand and document all needed information as indicated in NPCC scripting.
• Reviews UPS delivery schedule, medication storage, new patient packets and refill procedures for future deliveries.
• Confirm form of payment information (Credit Card, Debit Card, Etc.)
• Charges credit card/debit card as needed for all Major Medical and Self Pay patients.
• Schedules deliveries of medication in a timely manner to ensure compliance with patient’s treatment.
• Document in the appropriate system all needed information; indicating correct ship date and delivery address.
• Reviews for accuracy. (Addresses, Medication Shipping, Authorization on file, and Collection of patients co-pay.)
• Notifies RPH/RN with any patient side effect and/or request from the customer.
• Completes “variances” when indicated and report to the PCC manager with appropriate documentation.
• Sends “Status Updates” to physician office’s when appropriate and informs the Nursing and Sales Associate teams of the issue at hand.
• Tracking Packages with UPS and ensuring patient receives medication in a timely manner and stability is intact.
• Solves issues that arise in a timely manner; documenting all relevant information on the patient’s record.
• Liaison between other departments within the company and the patients.
• Other responsibilities as assigned by management.

Key Qualities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. The candidate must be able to multi-task, work well with others and be able to handle change while always being a team player and open to new ideas and views.

Education/Experience: Minimum of a high school diploma with some advanced education preferred. One to two years related experience in pharmacy/medical office and/or training; or equivalent combination of education and experience.

Bonus Skills: 1-2 years experience with the following disease states that Axium provides but not limited to: Hepatitis, Oncology, Multiple Sclerosis, Arthritis, HIV/AIDS, Growth Hormone, etc. or other related experience.

Competencies: To perform this job successfully, the individual should demonstrate the following competencies:

Customer Service: Ability to handle difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance and is able to meet commitments expected by the internal and external customer.

Language Ability: Due to the nature of this position and the interaction with non-bilingual and bilingual patients and families the candidate must possess the ability to articulate, be easy to understand and possess an average command of the English/Spanish language, both written and verbal. Must possess the ability to read and interpret simple instructions, short correspondence documents such as prescriptions, basic understanding of insurance and procedure manuals.

Reasoning Ability: Ability to solve practical issues and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or scheduled form.

Interpersonal Skills: Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to new ideas and open to change.

Mathematical Skills: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

Computer Skills: Must be technologically savvy with a multitude of equipment including, but not limited to: Computers, fax machines, scanners, printers, etc. Should be comfortable with a number of operating systems and the Microsoft Office Package (Outlook, Word, Excel and Power Point).

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, talk and hear. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. On occasion the employee must occasionally lift and/or move up to 10 pounds.

Work Environment: The work environment characteristics described here are representative of what the employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions described.

All your information will be kept confidential according to EEO guidelines.