Patient Care Coordinator

Position Summary

The Patient Care Coordinator serves as the main contact for individuals seeking information and help regarding healthcare products and services. Responsible for resolving inquiries and connecting patients to further assistance, this role reports to a Senior Supervisor and is key for efficient patient interaction.

Work Setup and Location

This is a remote contract position based in the San Francisco Bay Area. The work must be conducted from an approved U.S. location with a distraction-free workspace featuring a closing door. Reliable high-speed internet and secure systems access via corporate VPN are mandatory. The role requires strict adherence to HIPAA, Sensitive Personal Information consent, and regional data privacy laws. Initial training may require up to one week of travel with prior notice.

Key Responsibilities

• Serve as the primary contact for public inquiries through phone, email, web chat, and internal transfers.
• Utilize judgment and in-depth service knowledge to determine optimal next steps for inquiries, documenting all interactions using various systems.
• Educate patients and their supporters on reimbursement processes and ancillary support, referring to internal and external resources as needed.
• Provide educational materials to patients and providers, assist in patient marketing programs, and facilitate local professional referrals.
• Manage patient speaker programs and support customer engagement initiatives.
• Offer technical assistance for patient solution portals and oversee international access requests while coordinating with global partners.

Required Qualifications

• Bachelor's degree is mandatory.
• Experience with reimbursement and managed care industry knowledge preferred.
• Strong critical thinking, independent decision-making, and problem-solving skills for handling unexpected scenarios without established procedures.
• Proficient investigational and analytical capabilities with effective oral and written communication skills.
• Excellent customer service aptitude, including managing escalated calls.
• Understanding of network and IT concepts with the ability to analyze technical information and suggest improvements.

Compensation

The pay range is $27 to $33 per hour, determined by experience, qualifications, location, and relevant factors compliant with legal standards.