[Hiring] Patient Care Coordinator I @AbbVie

Role Description

This position is responsible for providing high volume call center support and best in class customer service to patients and health care providers. This role will be responsible for educating patients on the enrollment process, handling status inquiries along with scheduling deliveries. This position uses the core CRM system to manage workload, perform activities and route work to other members of the team.

Responsibilities

• Provide subject matter expertise of program requirements and application status while maintaining a high level of customer service, sense of urgency, reliability, data entry skills, active listening, proper phone etiquette, great verbal and writing skills, and teamwork spirit.
• As the initial point of contact for patients and HCPs that we support, guide callers through the application process to determine resolution of inquiry.
• Ensure correct information or directs the call to the appropriate team member while maintaining a high level of professionalism.
• Provides typed documentation of all communications received from calls and provides notification of any urgent orders, shipping related issues and any errors, complaints or adverse drug events to the appropriate party or system.
• Identifies potential Adverse Event situations for reporting to Pharmacovigilence ensuring AbbVie meets FDA regulations.
• Meet performance standards in alignment with predefined metrics.
• Completes all required training in order to perform all functions in the position e.g., soft skills certification along with program overviews.

Qualifications

• High School Diploma or GED required. Associate or College Degree Preferred.
• Previous experience in a call center environment, healthcare office, corporate setting, or healthcare insurance provider or pharmacy is highly desirable.
• Understanding and knowledge of commercial and major medical insurance programs, billing requirements, healthcare benefit investigation processes, prior authorization and appeal filings.
• Knowledge of private payers, pharmacy benefits, medical benefits, Medicare Part D, Medicaid and alternate funding resources.
• Demonstrated organization and problem solving skills to handle patient conversations, identify issues and address needs.
• Must have comfort level with utilizing multiple applications while capturing case information.
• Proficient with Microsoft Office Program Suite and Lotus Notes Suite including Excel, Word, Outlook and SharePoint.
• Ability to maintain professional communication skills and an understanding of how to maintain a courteous attitude toward customers and fellow employees.
• Requires critical thinking skills, analytical skills and the ability to work with minimal supervision. Requires strong communication (verbal and written, clear and concise), customer service and interpersonal skills.
• Must be able to take appropriate action in a stressful environment.

Benefits

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
• This job is eligible to participate in our short-term incentive programs.