14-Nov-2018 Position Title Specialty Pharmacy Patient Care Coordinator, Pharmacy Ops - Orlando Department Pharmacy Operations Location Orlando, FL Job Description The purpose of this position is to serve as the primary customer service representative for patients and doctors using Publix Specialty Pharmacy. Patient Care Coordinators will serve as a liaison for the customer between all of the departments within Specialty pharmacy ultimately ensuring the patient receives their therapy in timely fashion. Patient Care Coordinators are tasked with building and establishing relationships and loyalty to Publix Specialty Pharmacy. Patient Care Coordinators will have a direct impact on sales and revenue of Publix Specialty Pharmacy. The Patient Experience team is tasked with making the first impression on our patients and building loyalty to Publix Specialty Pharmacy. They are the first line of communication for patients and providers offices and can make or break Publixs reputation in the industry. The Patient Experience team drives our relationship with the patient and must provide a superior level of service to ensure the patients and providers continue to send business to Publix. The Patient Experience Team plays a critical role in the Specialty Pharmacy achieving and retaining accreditation as well as our overall success rate in getting medication in the patients hands--finalizing the sale. Which includes: * Responsible for responding to incoming calls from new and existing patients and prescribers offices, as primary representative, to process medication refills and schedule delivery to ensure continuity and maintenance of therapy while building trusted and enduring customer relationships that yield loyalty. * Responsible for providing outbound calls to patients and prescribers relating to Welcome Call, Adherence Call and Status Update Call. * Responsible for facilitating communication between internal team, patients and prescribers offices to support patients compliance through transmittal of status updates, template letters, notifications of triage or transfer and other similar actions designed to maintain effective and efficient response and superior service quality. * Responsible for accurately collecting and documenting patient information into the patient assessment software. * Responsible for answering calls from local Publix pharmacies to assist with the filling of Specialty medications. * Responsible for supporting the department manager. Req ID 7920BR Hours of Work Monday - Sunday, varied hours State Florida Frequency of Pay Weekly Travel Frequency 0% Minimum Base Pay 16.70 Additional Information Please be sure to monitor your email, including your spam folder, daily for communications you may receive during the recruiting and selection process for this position. Please do not use your Publix email address when applying. Once your application has been successfully submitted you will receive a confirmation email. Address 1950 Sand Lake Road City Orlando Year End Bonus To reward associates for their contributions to the company for the calendar year, Publix provides a Holiday Bonus in November. In the first year of continuous employment the bonus is equal to 15 hours of pay, and in the second year of continuous employment the bonus is equal to one weeks pay if associate remains employed through issue date of the bonus check. In subsequent years, the bonus is equal to two weeks pay. Maximum Base Pay 23.00 Required Qualifications * High School diploma or its equivalent * 2 years experience working in a retail pharmacy or 1 year working in a specialty pharmacy * Registered with (or able to be registered with) the State of Florida as a technician in training. Must become a state certified technician within 6 months of hire. * Knowledge of practices and procedures commonly used in a call center or customer service environment * Excellent phone skills including effective oral communication and listening skills * Ability to multitask * Knowledge of insurance billing methods and specialty pharmacy operations * Ability to communicate effectively and professionally in a written format * Knowledge of Specialty Pharmacy Accreditation Standards (i.e. URAC) * Knowledge of pharmacy and healthcare laws, rules and operating policies and procedures (ex. HIPAA) * Basic skill with prescription processing software * Basic skill with Patient Clinical Assessment software * Basic skill using Microsoft Office programs * Willingness to work a flexible schedule, including nights and weekends as needed. Preferred Qualifications * Bachelors degree (BS or BA) in a healthcare or business related field * 2+ years experience in a specialty pharmacy or other related healthcare call center environment * Certifications within the specialty pharmacy industry Potential Annual Base Pay 34,736 - 47,840 Zip Code 33948 Benefits Information * Employee stock ownership plan that contributes Publix stock to associates each year at no cost * An opportunity to purchase additional shares of our privately-held stock * 401(k) retirement savings plan * Group health plan (with prescription benefits) * Group dental plan * Group vision plan * Sick pay * Long-term disability insurance * Company-paid life insurance (with accidental death & dismemberment benefits) * Tuition reimbursement * Vacation pay * Free hot lunches (buffet-style) at facilities with a cafeteria * Paycheck direct deposit * Credit union * Access to over 50 discount offers including discounts on computer, vehicle and wireless purchases * 6 paid holidays (Associates can exchange the following holidays with their managers approval): New Years Day, Memorial Day, Fourth of July, Labor Day