Care Coordinator

Purpose: 

The Care Coordinator (CC) will serve as the primary point of contact for incoming calls and prescription referrals for one of RareMed’s dedicated patient service programs. The Care Coordinator will support activities including intake and data entry of prescription referrals, referral processing, triaging of patient/prescriber inquiries, prescriber interaction, and client follow-up. The Care Coordinator will have a deep understanding of the programs standard operating procedures and required service level metrics. The Care Coordinator will be required to work cross functionally with the other teams supporting the patient service program including Case Management and Pharmacy triage support. 

Responsibilities: 

• Execution of end-to-end processes to support appropriate data entry and referral triaging
• Day to day phone support in order to ensure appropriate routing of calls to internal teams as well as timely resolution of program inquiries
• Day to day involvement with team to ensure all referrals are processed and triaged appropriately via documented standard operating procedures
• Interface with patients and caregivers in order to coordinate delivery of prescriptions
• Provide feedback to operations team when issues in process arrive in order to quickly correct
• Awareness of quality assurance measures used to verify that processes, procedures, and program business rules are being followed appropriately
• Respond to inquiries from Lead Care Liaison as questions arise including but not limited to standard operating produces and adherence to documented program business rules

• Triage issue resolution related to escalated operational program elements/questions including incoming referrals, patient assistance, patient/provider inquires.
• Strong compliance mindset, demonstrating clear understanding of patient privacy laws
• Active participation in building and maintaining respectful, collaborative internal/external team relationships, exercising and encouraging positivity
• Other duties as assigned.

Required Qualifications: 

• High school diploma or equivalent
• Previous 2+ years of experience in a pharmacy, physician’s office, healthcare setting, and/or insurance background
• Empathy, drive and commitment to exceptional service
• Strong analytical and organizational skills with attention to detail including the ability to review and analyze data
• Ability to work flexible schedule per Program business need

Preferred Qualifications: 

• Undergraduate Degree and/or equivalent work experience
• Certified Pharmacy Technician (CPhT)
• Ability to proficiently use Microsoft suite programs, including Excel, Outlook and Word
• Ability and initiative to work independently or as a team member
• Ability to problem-solve and identify trends
• Strong time management skills and ability to manage deliverables
• Past experience interacting with customers and clients telephonically

• Excellent verbal and written, communication skills
• Ability to exercise independent judgment
• Ability to manage deliverables in a high pace environment

Work Environment 

This job operates in a professional office environment and teleworking from the employee’s home address listed in their employment file. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting employees must have reliable internet access in order to access required systems and software associated with the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change as a result of participation in the teleworking program. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc. Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy. RareMed expects employees teleworking to be as efficient and professional as if they were in the office. The amount of time spent in office or teleworking is contingent upon the needs/priorities of RareMed and will vary based on those needs/priorities. 

Physical Demands 

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.