International Customer Support- Remote/Onsite

Role & responsibilities

As a Pharmacy Patient Care Coordinator, you will be the voice patients, providers, and pharmacies rely on when they call in with questions about their therapy. You will support inbound calls tied to Patient Access Programs, HUB services, benefits verification, prior authorization, and pharmacy support, guiding callers through complex healthcare and reimbursement processes with clarity, patience, and genuine care.

This is a highly regulated, high volume calling environment, and you will be expected to bring both empathy and precision to every conversation, balancing quality and compliance standards while helping people move forward on their treatment journey.

What You'll Do:

• Manage high volume inbound calls from patients, providers, and pharmacies regarding therapy status, prescriptions, and program questions.
• Support callers across Patient Access Programs, HUB services, benefits verification, prior authorization, and pharmacy support processes.
• Build trust and rapport with patients, caregivers, and healthcare providers through clear, confident, and empathetic communication.
• Simplify complex healthcare, insurance, and reimbursement information into language patients can easily understand.
• Ask probing questions and paraphrase what you hear to confirm understanding and avoid miscommunication.
• Research across multiple systems and knowledge bases to identify the correct resolution, owning issues through to completion.
• Document every interaction accurately and completely, maintaining the compliance and quality standards required in a regulated healthcare environment.
• Manage call flow and back-to-back conversations while meeting Average Handle Time, First Call Resolution, and quality expectations.
• Respond to vulnerable, frustrated, or anxious patients with composure, recognizing emotional cues and adapting your approach accordingly.

Preferred candidate profile

Education & Experience

• Bachelors degree preferred, or equivalent experience.
• Minimum two years of experience in an international contact center or inbound voice support environment.
• US healthcare experience is mandatory, preferably within Patient Access Programs, HUB, Reimbursement, Pharmacy Support, Benefits Verification, Prior Authorization, or PAP.
• Experience handling patient, provider, payer, or pharmacy interactions is strongly preferred.