Job Title: Referral Coordinator

Exempt: No

Status: Full time

Reports to: Conner Nelson, Dir of Ops

SUMMARY

CSI's Pharmacy's Referral Coordinators are CSI's customer service reps for all new referrals. A Referral Coordinator is in charge of contacting each new referral and coordinating/managing all pieces of the puzzle to bring a patient on service such as confirming demographics and medical history, confirming and updating patient on insurance status and issues, discussing co-pays and overall financial cost of care, financial assistance opportunities and any special requests from the patient. This position spends most of the day on the phone with patients and working with pharmacy management and insurance teams on how to bring the patient onto service. It requires self-motivated staff that are always looking for the next step that can be completed. A positive and energetic personality is a must for a role like this that becomes the face of the company when dealing with new patients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Intakes new patients, does initial evaluation of referral to look for potential issues, identify the ordered therapy, diagnosis and other clinical data
• Provides timely responses to patients’ inquiries by telephone and/or email, consistent with service and quality standards.
• Receives inbound and outbound calls to patients or MD Offices regarding orders for medications, pharmacy services and all other inquiries.
• Coordinates patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, verifying patient and payment information, notifying the pharmacist of issues or changes in the patient’s condition.
• Conducts patient chart audits routinely
• Provides correct information or directs the call to the appropriate team member or department while maintaining a high level of professionalism.
• Ensures that good patient relations are maintained, and patients’ conserns and complaints are resolved fairly and effectively.
• Complete all additional duties as assigned including but not limited to drug shipment notifications and Adverse Drug Event Reports.

• Complete other stages of the order process as assigned including but not limited to scanning prescriptions, Pre-QA, Intake Prep and work issues.
• Documents information received from calls and provides notification of any urgent orders, shipping related issues and any errors, complaints or compliments to the appropriate party or system.
• Performs other related duties as assigned or requested.

Basic Required Qualifications

• Pharmacy Technician License
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Basic level skill in Microsoft Excel (for example: opening a workbook, inserting a row, selecting font style and size, formatting cells as currency, using copy, paste and save functions, aligning text, selecting cells, renaming a worksheet, inserting a column, selecting a chart style, inserting a worksheet, setting margins, selecting page orientation, using spell check and/or printing worksheets)
• Basic level skill in Microsoft Word (for example: opening a document, cutting, pasting and aligning text, selecting font type and size, changing margins and column width, sorting, inserting bullets, pictures and dates, using find and replace, undo, spell check, track changes, review pane and/or print functions)
• Basic math skills including addition, subtraction, multiplication and division.
• Experience entering data into databases.
• Basic keyboarding skills (for example: operate by touch the letter, number and symbol keys with minimal errors)
• Basic Internet skills experience to include opening a browser, typing in URLs in the correct location, using a search engine, bookmarking a site, navigating using back/forward/stop buttons, and filling out forms online
• Willing to work overtime, this may include evenings, weekends and/or hours outside of normal business hours.

Preferred Qualifications

• At least 1 year of experience in call center setting
• At least 1 year of experience in a home healthcare or pharmacy setting

Salary: $15.00 - $18.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account

• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8-hour shift
• Monday thru Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Pharmacy Technician Experience: 1 year (Required)
• Drug Claims: 1 year (Preferred)

License/Certification:

• Pharmacy Technician Certification (Required)
• PTCB Certification (Required)

Work Location: One location

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Nash, TX 75569: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Pharmacy Technician: 1 year (Preferred)
• Drug Claims: 1 year (Preferred)

Work Location: Hybrid remote in Nash, TX 75569

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