Patient Care Coordinator - Bilingual (ENG/SPA Required)
Patient Care Coordinator - Bilingual (ENG/SPA Required) Company Description Krog
Position: Care Coordinator
Type: Full Time
Kroger Specialty Pharmacy is a Clinical Pharmacy. Our programs optimize patient outcomes by blending a high-touch,
caring patient experience with specialized clinical knowledge, personalized care programs, and administrative expertise.
Perform duties to respond to incoming pharmacy calls from patients, prescribers’ offices, insurance companies, and
manufacturers, and employ one call resolution, where appropriate. Effectively resolve all callers concerns and perform
duties to make routine outbound calls to assist current patients and prescribers’ offices with maintenance of monthly
prescription refills and address related questions and concerns while providing excellent customer service, working within
the limits of prescribed routines.
Respond to incoming calls from current patients and prescribers’ offices, as primary representative, to process medication
refills and schedule delivery to ensure continuity and maintenance of therapy while building trusted and enduring
customer relationships that yield loyalty.
Provide status updates to prescribers’ offices and manufacturer offices, while alerting necessary areas of the pharmacy.
Multitask answering inbound calls and running test claims to determine patient copay amounts.
Utilize knowledge of the pharmacy processes and procedures to ensure that callers’ needs are met, address questions
and concerns and escalate issues involving complex clinical matters to clinical team as appropriate.
Utilize personal effectiveness and effective listening to quickly assess caller’s needs and use critical thinking skills to
determine best resolution.
May communicate financial obligations, copayments and past due balances to patients and process and safeguard credit
Contact patients to schedule delivery of medications in keeping with their requirements or to communicate refill denials
and encourage follow up contact with their prescription provider. Access records in computer system to identify and follow
up on failed attempts to contact patients and providers to schedule medication deliveries and re-attempt contact,
maintaining attention to details and avoid delays or interruptions in therapy.
Facilitate communication between internal team, patients and prescribers’ offices to support patients’ therapy compliance
through transmittal of status updates, template letters, notifications of triage or transfer, and other similar actions
designed to maintain effective and efficient response and superior service quality.
Document case activity, communications and correspondence in computer system to ensure completeness and accuracy
of patient contact records. Ensure that work activities are conducted in compliance with regulatory requirements and the
organization’s defined standards and procedures, and in a manner that provides the best level of service and quality.
Perform or assist with any operations, as required to maintain workflow and to meet schedules and quality requirements.
Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals,
resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, and policies.
Perform other related duties as assigned.
Superior telephone customer service and relationship building skills.
Ability to read and interpret and follow detailed instructions on computer screens.
Demonstrated strength in listening, understanding, clear speaking (oral) and written communications in English.
Ability to communicate with customers regarding delivery requirements and their prescription needs in a language other
than English is desirable.
Excellent Microsoft Office software skills, including Excel and Outlook in Windows format with demonstrated adaptability
to internal pharmacy systems.
High School Diploma or equivalent required, plus additional specialized training in general office routines and computer
and software operation.
Minimum 1 year’ telephone high touch, high quality customer service experience involving computer skills. Prior
experience in medical or specialty pharmacy setting preferred.
Some jurisdictions where this role is performed may require that team members maintain endorsement as a Certified
Pharmacy Technician and report through a Pharmacist, in addition to the above requirements.
All your information will be kept confidential according to EEO guidelines.