Referral Coordinator

SUMMARY

CSI's Pharmacy's Referral Coordinators are CSI's customer service reps for all new referrals. A Referral Coordinator is in charge of contacting each new referral and coordinating/ managing all pieces of the puzzle to bring a patient on service such as confirming demographics and medical history, confirming and updating patient on insurance status and issues, discussing co-pays and overall financial cost of care, financial assistance opportunities and any special requests from the patient. This position spends most of the day on the phone with patients and working with pharmacy management and insurance teams on how to bring the patient onto service.

Essential duties and responsibilities

include the following. Other duties may be assigned as necessary.

• Intakes new patients, does initial evaluation of referral to look for potential issues identify the ordered therapy diagnosis and other clinical data.
• Provides timely responses to patients' inquiries by telephone and/or email consistent with service and quality standards.
• Receives inbound and outbound calls to patients or MD Offices regarding orders for medications, pharmacy services and all other inquiries.
• Coordinates patient care be scheduling orders communicating information to the patient regarding shipments, assessing supply needs, verifying patient and payment information, notifying the pharmacist of issues or changes in the patient's condition.
• Conducts patient chart audits routinely.
• Provides correct information or directs the call to the appropriate team member or department while maintaining a high level of professionalism.
• Ensures that food patient relations are maintained, and patients' concerns and complaints are resolved fairly and effectively.
• Complete all additional duties as assigned including but not limited to drug shipment notifications and Adverse Drug Event Reports.
• Complete other stages of the order process as assigned including but not limited to scanning prescriptions, Pre-QA, Intake Prep, and work issues.
• Document information received from calls and provides notification of any urgent orders, shipping related issues and any errors, complaints or compliment to the appropriate party or system.
• Preforms other related duties as assigned or requested.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Pharmacy Technician License Preferred
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Basic level skill in Microsoft Excel (for example, opening a workbook, inserting a row, selecting font style and size, formatting cells, and other general skills used to effectively utilize Excel as a tool.)
• Basic level skill in Microsoft Word (for example: opening a document, cutting, pasting and aligning text, editing font, changing margins and column width, sorting, inserting bullets and other organizational items.)
• Experience entering data into databases.
• Basic keyboarding skills, operating with minimal errors.
• Basic Internet skills to include utilizing all basic functions of a computer and browsing capabilities.
• Willing to work overtime, this may include evening, weekends and/or hours outside of the normal business hours.

EDUCATION AND/OR EXPERIENCE

• Pharmacy Technician License Preferred
• At least 1 year of experience in a call center setting
• At least 1 year of experience in a home healthcare or pharmacy