JOB DESCRIPTION

JOB TITLE:  Specialty Care Coordinator (Fertility)

 FLSA STATUS:  non-exempt

POSITION SUMMARY:

This position has the primary responsibility of working closely with patients and their prescribing physician to ensure they receive all of their specialty medications when needed.

This position requires superior customer service skills, the ability to build credible relationships and the ability to remain objective under stressful situations.  Applicants must possess excellent communication skills, critical thinking and problem solving techniques, and a working knowledge of the online prescription benefit adjudication process.  This position requires the management of an ongoing patient case load using organizational and follow up skills. 

ESSENTIAL ELEMENTS OF THE JOB:

·         Call patient upon receipt of their prescription order or price quote request

·         Verify patient insurance benefits to minimize patient cost

·         Enters new prescription orders and refills into HBS (Pharmacy Software Program)

·         Quote prices based on insurance co-pays, discount programs, or retail

cash price

·         Discuss details and benefits of discount programs/coupons

·         Obtain prior authorizations as needed

·         Verify start date of medication

·         Verify “ship to” patient address

·         Obtain email address for tracking # and discount programs

·         Gather pertinent payment information

·         Schedule a ship date and preferred method (overnight/2^nd day, etc)

·         Inquire if patient has any questions for a licensed pharmacist

·         Alert the Customer Service Supervisor and/or Director of Mail Order operations if/when issues of concern arise or complaints are received

·         Building credible working relationship Clinical Specialists, National Sales Reps, Product Fulfillment Supervisor

·         Direct ongoing working relationships with patients 

ESSENTIAL SKILLS AND EXPERIENCE:

·         2 + years Call Center experience

·         Superior Customer Service and Communication skills

·         Ability to work well under pressure in a fast paced working environment

·         Ability to prioritize with little supervision, multi-mask and meet deadlines

·         Strong data entry skills

·         Ability to work effectively and efficiently as individual or in a team environment

·         Bilingual (English/Spanish) strongly preferred

·         Excellent attendance and punctuality

TYPICAL WORK CONDITIONS:

·         Work station provided at mail order facility to complete assigned tasks