Job Description

Waltz Health is seeking a compassionate and highly organized Patient Care Coordinator to join our Bolero Specialty Pharmacy team. This role is essential for providing excellent patient support, ensuring that individuals with complex medical conditions receive the guidance and resources they need to successfully manage their specialty medications. You will be the primary point of contact for patients, healthcare providers, and insurance companies, facilitating clear communication and coordination of services. This position offers the opportunity to make a direct impact on patient care while helping patients navigate the complexities of their medication therapies.

In this role, you will report to the Senior Director of Pharmacy Services and work under specialty pharmacist supervision to support patients throughout their treatment journey. You will be responsible for entering prescription data and performing other pharmacy technician-specific functions, such as verifying patient information and assisting with medication orders. You will also be responsible for handling patient inquiries, managing medication coordination, and ensuring medication access. You will collaborate with internal and external pharmacy teams to ensure patients receive the highest level of support and care.

You will primarily focus on the following responsibilities:

• Help patients navigate the complex landscape of specialty pharmacy services, ensuring they understand the steps required to receive their medications.
• Address patient inquiries in a professional and empathetic manner, providing accurate information and directing calls to the appropriate departments when necessary.
• Offer resources to patients for additional support (financial assistance, emotional support, etc.) through relevant programs and third-party vendors.
• Enter prescription data, request new prescriptions, and obtain clarifications from prescribers as supervised by a pharmacist.
• Work with patients, prescribers, and insurance companies to facilitate the timely and efficient approval and delivery of specialty medications.
• Coordinate with healthcare providers and partner pharmacies to ensure smooth transitions in care.
• Maintain accurate records in the pharmacy management software to track and document patient interactions, medication status, insurance approvals, related issues, and updates.
• Ensure all patient information is handled confidentially and in compliance with HIPAA regulations.
• Provide technical support for any pharmacy-related inquiries, including navigating patient portals or troubleshooting issues with the pharmacy system.
• Work closely with pharmacy staff, clinical teams, and external partners to resolve patient issues and improve overall patient care and satisfaction.
• Participate in team meetings to provide feedback, suggest improvements, and stay informed about new medications, programs, and policies.

In the first 90 days, you will:

• Become proficient in the pharmacy management system, patient management system, and internal workflows.
• Establish relationships with healthcare providers, patients, and partner pharmacies.
• Actively participate in identifying areas for process improvement and enhancing patient care services.

You will be successful at Waltz Health because you:

• Strong communication skills, both verbal and written, with an emphasis on empathy and active listening.
• Excellent organizational skills and attention to detail.
• The ability to handle multiple tasks simultaneously while maintaining a high level of accuracy and efficiency.
• Proficiency in pharmacy software and patient management systems.
• A solid understanding of insurance terminology, prescription benefits, manufacturer assistance programs and prior authorization processes.
• The ability to work independently and as part of a collaborative team.
• A commitment to patient care, confidentiality, and professionalism in all interactions.
• Compassion and a patient-focused approach to care.
• Strong problem-solving abilities and a proactive attitude in addressing patient and operational issues.
• Adaptability to a fast-paced, dynamic environment.
• A positive and professional demeanor in all interactions.

Additionally, you have the following experiences:

• Required:
  • Certified Pharmacy Technician (CPhT) in the state of Illinois
  • Minimum of 2 years of experience in pharmacy setting, healthcare call center, and/or patient support role
  • Proficient with MS Excel, Word, and Outlook
  • Ability to work scheduled hours, shifts may vary based on department needs

We'd love for you to have these qualifications:

• Bachelor's degree or equivalent preferred
• Previous Specialty Pharmacy experience
• Experience working for start-up company, pharmacy, and/or PBM
• National Technician Certification

Pay Range

$40k - $99k annual salary