The Patient Care Coordinator is responsible acting as the patient's advocate to ensure that the prescribed drug therapy and pharmacy care plan are followed as prescribed and also meet the medical, social and personal needs of the patient. Assists the patient by coordinating their prescribed pharmacy care with the patient's health care providers, payers, and other health related resources to ensure successful drug therapy outcomes and demonstrate value to patients, healthcare providers and payers.
Training will be developed and based upon the needs of the individual Patient Care Coordinator and his/her specific job function(s) in the company.
Patient Care Coordinator will work under the supervision of the Pharmacy Manager and seek guidance from the Program Manager for questions arising to scope of position.
Hours for this position are 8:30am-5pm.
Dana-Farber Cancer Institute is opened a new location at 5 Branch Street in Methuen, MA, to offer cancer and blood disorder care and outpatient services to adult patients in Merrimack Valley. This new facility, Dana-Farber Cancer Institute – Merrimack Valley, unites Dana-Farber's current physician practice sites in Lawrence and Methuen into one hospital outpatient location. Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to underserved members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.
Understands the physical, psychological and social challenges of specific disease states and assists the patient with drug therapy and pharmacy care issues within their scope of work, appropriately escalates clinical and counseling situations to appropriate licensed team members.
Responsible to coordinate with patient and prescriber office, as necessary for shipment of medication, signature delivery requirements, shipment timing for clinic, appointment, and scheduled infusion dates.
PCC will communicate with the patient, or prescriber, drug storage and handling guidelines.
Promotes drug compliance/persistency and compliance to REMS requirements with a strict adherence of the use of pharmacy management assessments, templates, data collection, reporting, recording and call guides.
Maintains current notes and documentation related to patient's drug therapy and pharmacy care plan; flags issues that need to be addressed.
Avoids the use of slang, and abbreviations with system entries, unless on approved abbreviation listing for the company.
Records the REMS authorizations accurately and timely
Reports all adverse events utilizing the appropriate internal or external form and escalates any active clinical issue to either a telephonic nurse or pharmacist.
Establishes and maintains strong customer relationships with physician practices to streamline communication to the patient, payers, pharmacist, nurse, lab and other healthcare related parties.
Participates in administration of patient's pharmacy care plan as developed by the pharmacist or nurse.
Troubleshoots and resolves patient and payer issues in a timely fashion, seeking clarification from either Benefit Verification or Reimbursement team, in order to provide accurate and reliable information to a patient, patient representative or prescriber.
Recognizes team goals and work plan, able to work in a team-structured environment to providing consistent support for program or division team.
Embraces a continuous quality improvement customer service approach by pro-actively identifying areas of improvement and communicating those ideas to the healthcare team.
Supports the process, structure and expectations of the phone metrics established for their team; including but not limited to: phone readiness, out bound call queues, responding to voice messages, appropriate live transfers and avoiding unnecessary holds
Reports errors, incidents, occurrences and complaints utilizing the company approved format.
Coordinates responses and resolutions with appropriate internal and external parties.
Completes reports with accuracy, factual detail and properly communicates to the manager or director in a timely fashion.
Answers and resolves patient inquiries within committed periods, including the immediate handling of a complaint to resolution or escalation within first 24 hours of receipt.
Actively participates in discussions with pharmacists, nursing services, pharmacy support manager and other pharmacy care coordinators to review cases and related drug therapy and pharmacy care plan issues.
Provides timely updates to DFCI Disease Center programs related to the status of all prescriptions sent to DFCI outpatient pharmacy and appreciates the importance of maintaining strong disease center relationships.
A high school diploma and 3+ years of experience in a specialty pharmacy, oncology, healthcare or health insurance environment is required. Utilization Review or Prior Authorization experience is preferred.
Working experience with Microsoft Office resources such as Word, Excel, Outlook and PowerPoint.
Excellent communication skills – Speaks clearly and effectively to all patients and providers
Strong attention to detail and excellent follow-through required
Computer and data management proficiency
Ability to take initiative, problem solve, and exercise independent judgment
Ability to organize work and priorities to promote patient satisfaction and strong provider relationships
Sense of humor and the desire to work collaboratively as a team
Promotes a culture of engagement, diversity and teamwork
Experience utilizing Specialty Therapy Management systems (e.g. Therigy, Asembia, etc.) preferred but not required.
Internal Number: 2020-20489
About Dana-Farber Cancer Institute
Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to under-served members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.