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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 program’s 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 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 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 procedures and adherence to documented program business rules
Triage issue resolution related to escalated operational program elements/questions including incoming referrals, patient assistance, patient/provider inquiries
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
RareMed offers a hybrid work structure, combining remote work and in‑office requirements. The frequency of onsite requirements will vary depending on role, operational needs, meetings, client visits, or team collaboration activities. Employees must be within commuting distance to Pittsburgh, PA, and be able to report to the office when needed. This role routinely involves standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting, employees must have reliable internet access to utilize required systems and software.
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
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.