The Patient Concierge is responsible for the following:
Daily
Establish and build rapport by contacting patients who are ready to leave or who have recently left a patient care center / facility
Introduce self and review the role they will play in getting the patient their upcoming order to review the profile received from the patient care center they are leaving or have just left
Arrange delivery of the patient's next order - second fill
Contact patients to keep them informed about their next order and answer their questions
Work closely with other team members who are preparing the patient's next order to make sure it gets to the patient on time - ie: manage caller queue tasks
Assist with handoff to Personal Care Coordinator for future orders
Overall
Communicate with team members about any issues that require input from others (e.g., pharmacists, pharmacy technicians, billing and insurance specialists)
Learn company policies and procedures, and adhere to them
Follow all laws and regulations concerning patient privacy and every aspect of HIPAA (Health Insurance Portability and Accountability Act)
Identify issues that may require a new Standard Operating Procedure (SOP) or Policy and Procedure and share with management
Set and complete tasks related to follow-ups in Rx2 to ensure the above work is completed in a timely manner
Answer the phone in a timely manner
Enthusiastically participate in company meetings
Participate in a 30 / 60 / 90 / 120 day performance review for all new hires
Supervisory Responsibilities
None
Qualifications
Licensure
Computer Skills
Language SKills Ongoing Education Reqs
Individual must not be on the government exclusion lists as determined by the Office of the Inspector General (OIG) and System for Award Management (SAM)
Education - College (preferred)
1-2 years experience working with customers - making/receiving calls, resolving and documenting issues