Patient Care Coordinator I
Posted 29ds ago
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Job Description
Patient care coordinator supporting AbbVie, an innovative medicines and healthcare solutions company. Handling patient enrollment, refills, status inquiries, adverse-event reporting, and delivery scheduling.
Responsibilities:
- Provide high-volume call center support and best-in-class customer service to patients and healthcare providers
- Educate patients on the enrollment process
- Handle status inquiries and schedule deliveries
- Use the core CRM system to manage workload, perform activities, and route work to team members
- Provide subject matter expertise on program requirements
- Guide patients and healthcare providers through the refill process and resolve inquiries
- Provide accurate information or direct calls to the appropriate team member
- Document all communications received from calls
- Notify appropriate parties or systems about urgent orders, shipping issues, errors, complaints, and adverse drug events
- Identify potential adverse events for Pharmacovigilance reporting to support FDA compliance
- Meet performance standards aligned with predefined metrics
- Complete all required training, including soft skills certification and program overviews
Requirements:
- High School Diploma or GED required
- Associate or College Degree preferred
- Previous experience in a call center, healthcare office, corporate setting, healthcare insurance provider, or pharmacy highly desirable
- Understanding of commercial and major medical insurance programs and billing requirements
- Knowledge of healthcare benefit investigations, prior authorization, and appeal filings
- Knowledge of private payers, pharmacy benefits, medical benefits, Medicare Part D, Medicaid, and alternate funding resources
- Demonstrated organization and problem-solving skills
- Comfort using multiple applications while capturing case information
- Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and SharePoint
- Proficiency with Lotus Notes Suite
- Strong verbal and written communication, customer service, and interpersonal skills
- Critical thinking and analytical skills
- Ability to work with minimal supervision
- Ability to take appropriate action in a stressful environment
- Ability to maintain professional, courteous communication with customers and fellow employees
Benefits:
- Paid time off including vacation, holidays, and sick leave
- Medical, dental, and vision insurance
- 401(k)
- Short-term incentive programs
- Remote work option
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