Patient Care Coordinator - remote-based

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Updated: February 3, 2021
Location: Boston, MA, United States
Job ID: 129529


You’re driven, resourceful, and above all else - remarkably smart. You love a good challenge. You are the first to roll up your sleeves and work with relentless energy until you solve the unsolvable, beat the unbeatable and you always come out on top. Passable doesn’t cut it – you’ve got fire in your belly to learn more, do more and be more. For you, the sweetest success is shared success and you’re known for your good nature. You’ll fit right in at Syneos Health where we surround ourselves with the most talented and agile professionals in the industry, but we check our egos at the door.


In partnership with a new client in the specialty pharmacy arena, we are building a remote team of Patient Care Coordinators (PCC) that will provide an exceptional experience for the patients they connect with.  This will be a temporary assignment lasting minimally 3 months that is fully home-based. This role has a strong potential to lead to full-time employment with our client. 

  • The PCC is the first person that a patient speaks with during their treatment journey.
  • The PCC is responsible for providing world class customer service via telephone to patients undergoing their specific treatment plan
  • The PCC will make both inbound and outbound calls to patients regarding their medication orders including setting up shipment and collecting payment.
  • The PCC is responsible for fielding questions to appropriate parties such as pharmacists and nurses when the patient requires clinical consultation.
  • The PCC will obtain treatment specific knowledge about products and services related to fertility and educate patients up through clinical consultation where the pharmacist or nurse takes over.
  • Medication and supply training will be provided, and the PCC will assist the patient in interpreting quantities and package sizes intended by the patient’s physician. The PCC will apply subject matter expertise to assist the patient in ordering specific quantities of medications and supply and will be responsible for offering price quotes to both insured and self-pay patients.
  • The PCC will field between 50 and 100 phone calls per day including inbound and outbound calls from providers, patients, and internal and external business partners such as sales reps and insurance companies.
  • The PCC is responsible for obtaining and documenting accurate patient information including PHI which is protected under HIPAA.
  • The PCC will be responsible for creating the patient profile, documenting allergies, concurrent medications, medical conditions and all demographics such as full address and DOB.

Job Requirements

Along with demonstrated initiative, uncompromised integrity and a results-oriented mindset, the ideal candidate has:

  • High School diploma (or equivalent)
  • 1 plus years relevant work experience; Call Center environment or in a pharmacy setting: retail, mail order, hospital
  • Specialty Pharmacy experience is highly preferred. 
  • The PCC will need to be proficient at data entry and multi-tasking, as inbound and outbound phone calls require constant documentation while speaking with patients and providers. Conversations had with all customers are part of the patient’s health record and need to be documented completely and correctly
  • The PCC will be compassionate and empathetic to the infertility disease state, and will offer exceptional customer service to all callers
  • The PCC is often the only person the patient will speak with, so the patient experience is entirely in the hands of the PCC
  • The PCC will be detailed oriented with excellent organization skills
  • Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions;
  • Data entry experience and solid computer skills required
  • Willingness to work a flexible schedule for peak times which may require evenings and Saturdays
  • Excellent verbal and written communication skills as well as excellent customer service skills
Please note, this job is remote-based but does exclude Colorado applicants  

At Syneos Health, we believe in providing an environment and culture in which our people can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality of life balance

Why Syneos Health? Join a game-changing global company that is reinventing the way therapies are developed and commercialized. Here, you’re essential in solving and executing against today’s toughest commercialization challenges facing the world’s leading healthcare companies. From the very beginning, you’ll be supported by team members who, like you, aren’t afraid to try something new. You'll gain exposure and work in a dynamic environment to create better, smarter, faster ways to get biopharmaceutical therapies to patients.

WORK HERE MATTERS EVERYWHERE | How will you accelerate biopharmaceutical commercialization?

Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)

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