BioMatrix is a nationwide, independently-owned infusion pharmacy with decades of experience supporting patients on specialty medication. Our compassionate care team helps patients navigate the often-challenging healthcare environment. We treat our patients like family and get them started on therapy quickly. We work closely with them as well as their family and their healthcare providers throughout the patient journey, staying focused on optimal clinical outcomes.
At BioMatrix the heart of our Inclusion, Diversity, Equity, & Access (IDEA) philosophy is the commitment to cultivate a welcoming space where everyone’s contributions are acknowledged and celebrated. Our goal is to draw in, develop, engage, and retain talented, high-performing individuals from diverse backgrounds and viewpoints. We believe that both respecting and embracing diversity enriches the experiences and successes of our patients, employees, and partners.
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Location:
It is anticipated that an incumbent in this role will work remotely. Work location is subject to change based on business needs.
Job Description:
The Patient Care Coordinator (PCC) role, in conjunction with assigned Regional Care Coordinators (RCCs) and Region Managers (RMs), is responsible for patient retention; ongoing patient service communications, placing medication orders and coordinating chronic disease state medications for home administration. A PCC is capable of serving as a liaison between RCC's, patient, physician office referral source, and other service-cycle departments of our company (i.e. Intake, Pharmacy and Reimbursement), as requested. PCC proactively monitors all aspects of patient services that directly impact quality and safety of care, and patient retention.
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QUALIFICATION REQUIREMENTS
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- HS diploma or GED required
- Minimum of two (2) years of experience in high-volume call center environment required
- High level computer and internet skills (e.g. Microsoft Office Suite).
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QUALIFICATIONS PREFERRED
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- College degree preferred, but not required.
- Bilingual skills are a plus, but not required.
- Health promotion/maintenance experience preferred, but not required.
- Excellent understanding of hemophilia, immune deficiency and other chronic disease states that are treated with IG, as well as similar chronic disorders.
- Understanding of the application of IG and hemophilia treatments, and the various infusion administration methods.
- 3-5 years’ experience in the chronic disease/disorder community.
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ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
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Patient Care and Retention
- Represent the Company's pharmacy service model and reflect corporate image in all interactions.
- Work in coordination with reimbursement and pharmacy to ensure proper medication orders, timely delivery and proper care and follow through for all patient medication needs, as assigned.
- Utilize phone, computer and other communication devices. May be called upon for information or assistance in the event of a patient emergency.
- Responsible for patient records and notations. Patient notes must be accurate, timely and appropriately documented in CPR+, as directed by pharmacy operations team.
- Receive and input patient referrals when appropriate from direct patient referral sources and/or RCC.
- Attend consumer group events as requested by supervisor.
- Assist the sales team if needed on physician visits and/or local/regional events.
- Participate in biweekly specialty sales update calls.
- Interact with RCC, internal pharmacy teams, referring/prescribing physicians, nurses and customer/patients, as appropriate.
- Regular ongoing/continual contact with patients as necessary to maintain patient relationship, business and proper medication profile and in-home medication for treatment.
- Maintain minimum monthly communication/contact with patients as necessary to maintain patient relationship, business and proper medication profile and in-home medication for treatment.
- Obtain necessary information and generate patient new/refill orders in a timely manner.
- May provide delivery service to patients when necessary and approved by direct supervisor.
- Assist Reimbursement Specialist team members in searches of alternative reimbursement resources, when necessary.
- Obtain information necessary for continuity of care and timely reimbursement processes, including, but not limited to - updated patient statistics (weight, height, etc.), allergies, updated health issues, insurance changes, etc. (should be obtained by a monthly patient checklist).
- Track and confirm delivery arrival with patient and obtain paper delivery signatures. Document every patient delivery as directed by Pharmacy Operations Team.
- Partner with internal staff to resolve delivery issues when medication deliveries are delayed for any reason.
- Work closely with patients, pharmacy and internal staff in the event of a medication recall.
- Continuously strive to improve processes, service quality to internal and external customers.
- Communicate thoroughly, timely and regularly with direct supervisor.
- Comply with Company policies and procedures. Work in a safe manner and report any injury, safety hazard or program violation.
- Ensure that personal conduct, all communications and home office space is consistent with HIPPA Compliance program.
- Other duties as assigned.
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KNOWLEDEGE, SKILLS AND ABILITIES REQUIREMENTS
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- Strong customer service skills, focus and dedication.
- Excellent interpersonal and organizational skills.
- Effective verbal and written communication skills.
- Self-motivated, self-reliant and team-oriented.
Communication Skills
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Computer Skills
- Become and remain proficient is all programs necessary for execution of position.
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PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If needing a reasonable accommodation within the application process, please contact the BioMatrix People & Culture team at Careers@BioMatrixsprx.com or 954.385.7322 x 1425.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
OTHER
- Will participate in legal and ethical compliance training each year.
- Will consistently behave in compliance with the BioMatrix, LLC’s legal and ethical policies and procedures.
- Will abide by the policies of BioMatrix, LLC as set forth in the Compliance Manual.
- Will not participate in any conduct considered to be unethical or illegal.
EXPECTATION FOR ALL EMPLOYEES
Supports the organization's mission, vision, and values by exhibiting the following behaviors: integrity, dedication, compassion, enrichment and enthusiasm, places patients first, is all-in with stacked-hands, and is focused on relentless consistency wins.
GENERAL INFORMATION:
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.
The incumbent must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.
Incumbents within this position may be required to assist or find appropriate assistance to make accommodations for disabled individuals in order to ensure access to the organization's services (may include: visitors, patients, employees, or others).
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
