Pharmacy Patient Care Coordinator

Role & responsibilities

Role: Pharmacy Patient Care Coordinator (Voice Process)

About the Role The Program Specialist is responsible for serving as the customers primary point of contact providing operational and reimbursement support to complex programs within Neovance , including but not limited to, marketing support, reimbursement hotlines, patient assistance programs, Hubs, foundations, safety surveillance programs, case management, and compliance programs. The focus of the Program Specialist is to own issues and remove obstacles that prevent patients or providers from accessing the therapies requested. The Program Specialist will be a self-starter who is comfortable taking initiative, identifying barriers, and working with the appropriate parties to eliminate these obstructions for the customer. The Program Specialist is proficient and knowledgeable about all the services provided on an assigned program and may support multiple client products or programs.

Key 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.

What You'll Bring:

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.

Skills & Strengths

• Strong verbal and written English communication skills, with a neutral or globally understandable accent and minimal first language influence.
• Ability to manage high volume inbound call queues while maintaining quality, compliance, and productivity standards in a fast paced environment.
• Strong listening skills, with the ability to accurately capture concerns and paraphrase them back to confirm understanding.
• Sound investigative and analytical thinking, with the ability to research across multiple tools and synthesize information into an accurate resolution.
• Comfortable navigating multiple applications simultaneously while keeping the conversation engaged and professional.
• Working understanding of call center metrics such as Average Handle Time, Quality Scores, First Call Resolution, Customer Satisfaction, Service Levels, and Adherence.
• Proven experience working in a highly regulated environment requiring accurate documentation and compliance adherence.

• Shift: 06:30 PM - 03:30 AM.
• Night Shift Allowance: No additional allowance is provided for night shifts
• Contract Duration: 6-month contract (C2H)
• Work Model: Work From Office
• Location: Bengaluru, Karnataka.

Round 1 – Mettl Assessment (Laptop Required)

Round 2- Interview (In person Interview at Allegis Bangalore Office)

Round 3 Interview (In person Interview at Neovance Office)

You can apply through email or reach out for more details.

Regards

Nithin N

Mail ID: [email removed]

Contact Details: [phone removed].