Pharmacy Patient Care Coordinator

Pharmacy Patient Care Coordinator ROLE

Job Details

Job Title: Pharmacy Patient Care Coordinator
Employment Type: Contractual Role (6 Months, Extendable Based on Business Requirement & Performance)
Payroll: Allegis Group
Work Mode: Work From Office (WFO)
Location: Manyata Tech Park, North Bangalore
Shift: US Shift / Night Shift

Working Hours (IST)

6:30 PM - 3:00 AM /7:30 PM - 4:00 AM

About the Role

As a Pharmacy Patient Care Coordinator, you will act as the primary point of contact between patients, healthcare providers, pharmacies, and internal stakeholders. This role requires a highly professional individual with strong communication skills, extensive US Healthcare domain expertise, and the ability to manage complex patient interactions while ensuring exceptional customer service and compliance.

Key Responsibilities

• Handle high-volume inbound calls from patients, physicians, pharmacies, payers, and healthcare providers.
• Support patients with medication refills, order status inquiries, shipment tracking, delivery scheduling, and address updates.
• Coordinate medication shipments and ensure timely delivery while proactively resolving service-related issues.
• Escalate shipment delays, prescription concerns, and patient service issues as required.
• Collect, verify, and accurately maintain patient demographics, medication history, allergy information, and insurance details.
• Maintain accurate documentation within Pharmacy Management Systems, CRM tools, and healthcare platforms.
• Serve as a liaison between patients, providers, pharmacies, payers, and internal operational teams.
• Educate patients on reimbursement processes, insurance coverage, prior authorizations, and pharmacy services.
• Conduct refill reminder outreach and patient adherence support activities.
• Ensure compliance with HIPAA guidelines, healthcare regulations, and organizational policies.

Required Qualifications

• Bachelor's Degree preferred or equivalent work experience.
• Minimum 4+ years of experience in the US Healthcare domain.
• Minimum 4 years of experience in Inbound Voice/Customer Support Processes.
• Strong experience supporting:
• Patient Access Programs
• Hub Services
• Reimbursement Support
• Pharmacy Support Programs
• Benefits Verification
• Prior Authorization
• Patient Assistance Programs (PAP)
• Experience handling interactions with patients, providers, pharmacies, and payers.
• Proven ability to manage high-volume inbound call queues while maintaining quality standards.
• Experience working in highly regulated healthcare environments with strict documentation and compliance requirements.

Required Communication Skills

• Excellent verbal and written communication skills with a highly professional communication style.
• Ability to confidently communicate with US-based patients, physicians, pharmacists, and healthcare stakeholders.
• Professional phone etiquette with a customer-centric approach.
• Neutral or globally understandable accent.
• Minimal to No First Language Influence (FLI).
• Strong active listening and conversational control skills.
• Ability to accurately understand, document, and resolve customer concerns.
• Excellent probing, analytical, and problem-resolution skills.
• Ability to de-escalate challenging situations while maintaining professionalism.
• Strong interpersonal and stakeholder management skills.

Skills & Strengths

• Extensive experience managing inbound patient support, refill coordination, and medication shipment activities.
• Proficiency in Pharmacy Management Systems, CRM platforms, and Microsoft Office applications.
• Exceptional attention to detail and documentation accuracy.
• Strong customer service orientation with a patient-first mindset.
• Ability to work independently in a fast-paced environment while consistently meeting productivity and quality targets.
• Excellent problem-solving, critical-thinking, and decision-making skills.
• Strong organizational and multitasking capabilities.
• Empathy-driven approach towards patient interactions.
• Thorough understanding of US Healthcare operations and specialty pharmacy processes.

Preferred Qualifications

• Knowledge of URAC and ACHC accreditation standards.
• Strong understanding of HIPAA regulations and patient privacy requirements.
• Prior experience in Specialty Pharmacy, Patient Support Programs, or Healthcare Contact Centers.
• Experience handling complex patient cases, reimbursement support, and insurance-related processes.
• Exposure to specialty medications, pharmacy benefits, and care coordination workflows.

Ideal Candidate Profile

• 4+ years of US Healthcare experience
• 4+ years of Inbound Voice Process experience
• Excellent professional communication skills
• Experience dealing directly with patients, providers, pharmacies, and payers
• Strong understanding of Benefits Verification, Prior Authorization, PAP, Reimbursement, and Pharmacy Services
• Comfortable working in US Night Shifts (WFO - Manyata Tech Park)