At CSI Pharmacy (CSI), we are on a mission to provide specialty pharmacy services to patients with chronic and rare illnesses in need of complex care. Committed to improving the health and livelihood of our patients, our Home Infusion RN will partner with our extraordinary team of pharmacists, clinicians, and business professionals to bring the highest quality treatments, care, and comfort to the patients we serve. 

CSI is a rapidly growing national specialty pharmacy. Whether you work directly with patients or behind the scenes in support of the business and its employees, you will use your expertise, experience, and skills to support our patients and our mission. 

Summary 

The Agency Care Specialist (ACS) supports the mission of the Agency Operations and Partnership Team (AOPT) by advancing high-quality, patient-centered care through a blend of clinical and administrative coordination. This role serves as a vital clinical liaison between patients, agency nurses, the Clinical Nurse Supervisor, and the Agency Intake Liaison. The ACS ensures seamless communication, timely scheduling, and accurate documentation to uphold operational excellence and patient satisfaction across CSI Pharmacy’s infusion network 

Pay Range: $25 - $35/hr (DOE)

Schedule: (Virtual) Monday - Friday, 8:30am - 5:00pm PST

Location: This position is fully remote; however, it is required to work the above schedule in PST specifically

Essential Duties and Responsibilities 

include the following. Other duties may be assigned as necessary. 

• Serve as a point of contact for patients and agency nurses, responding promptly to inquiries and coordinating care needs. 

• Collaborate closely with the Clinical Nurse Supervisor and Agency Intake Liaison to support onboarding, compliance tracking, and agency service coordination. 

• Accurately process patient orders, clinical documentation, and prescription labels, ensuring timely and organized recordkeeping. 

• Escalate clinical concerns or changes in patient condition to the Clinical Nurse Supervisor or appropriate team member. 

• Coordinate nursing schedules and verify patient information in collaboration with pharmacy and nursing teams. 

• Maintain accurate documentation of all patient interactions, including urgent requests, complaints, and service issues. 

• Identify and report compliance issues, scheduling conflicts, and patient-reported concerns to the Clinical Nurse Supervisor for appropriate follow-up. 

• Support administrative tasks such as scanning, organizing records, and preparing scheduling materials. 

• Participate in special assignments, including contacting agencies for missing documentation or lab due dates. 

• Uphold professional conduct and represent the organization positively in all interactions. 

• Adhere to all company policies, procedures, and compliance standards. 

Qualification Requirements 

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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• Provide the highest level of professionalism, responsiveness, and communication to build and maintain the maximum customer base possible. 

• Adheres to the company’s compliance requirements as stated in the policy and procedure manual and all other related policies. 

• Excellent organizational skills and attention to detail. 

• Must possess the ability to multi-task and frequently change direction. 

COMPETENCIES 

• Analytical - Uses intuition and experience to complement data. 

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. 

• Technical Skills - Strives to continuously build knowledge and skills, Shares expertise with others. 

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance. 

• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. 

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions. 

• Written Communication - Writes clearly and informatively; Able to read and interpret written information. 

• Teamwork - Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit. 

• Business Acumen - Conserves organizational resources. 

• Diversity - Demonstrates knowledge of EEOC policy; Shows respect and sensitivity for cultural differences; Supports affirmative action and respects diversity. 

• Ethics - Treats people with respect; Works with integrity and ethically; Upholds organizational values. 

• Organizational Support - Follows policies and procedures; Supports affirmative action and respects diversity. 

• Planning/Organizing - Uses time efficiently. 

• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration, regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. 

• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Monitors own work to ensure quality. 

• Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly. 

• Adaptability - Able to handle frequent changes, delays, or unexpected events. 

• Attendance/Punctuality - Is consistently at work and on time.  

• Dependability - Follows instructions and responds to management's directions.  

• Initiative - Asks for and offers help when needed 

Education and/or Experience 

• Minimum two years medical or pharmacy experience or equivalent experience. 

• At least 1 year of customer service experience