Patient Care Coordinator
Express-Scripts - Massachusetts

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In the Patient Care coordinator position, you will be providing customer service over the phone to patients under-going fertility treatment related to their pharmacy needs. Freedom Patient Care Coordinators (PCC) are expected to be empathetic, compassionate, service-oriented and committed to providing an exceptional experience to customers. As a PCC, your primary function will be to answer incoming calls or making out-going calls to assist patients in setting up medication orders for delivery. Additionally, as a PCC, you will be front line to provide support, answer questions and triage questions and concerns to appropriate departments. You will not be required to discuss or handle clinical medication questions (pharmacists provide this support), but you should expect that you will learn about fertility and the journey that our patients endure in their efforts to overcome infertility. Your role as a PCC and the support you provide makes a real difference to those that are going through this highly emotional time.

1. Assist approximately 80 ¿ 100 inbound and outbound members, providers and physician calls per day.

2. Accurately obtain and enter patient information, including shipping, insurance and payment information.

3. Provide patients with price quotes, order status, insurance verifications and proof of deliveries.

4. Process all order changes including, order cancellations, return authorizations, reships and request for credits.

5. Responsible for ownership of customer issues and ensuring 100% follow-up to customers.


¿ Requires a high school diploma or its equivalent
¿ Experience in a retail pharmacy setting very helpful
¿ Very detail oriented with organizational skills
¿ Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions.
¿ Data entry experience and solid computer skills a must
¿ Willingness to work a flexible schedule for peak times
¿ Excellent verbal and written communication skills
¿ Stellar Customer Service skills


Express Scripts is an Equal Employment Opportunity employer and does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, national origin, nationality, ancestry, age, disability or status as a disabled veteran or veteran of the Vietnam era, pregnancy, affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.

None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics.

Applicants must be able to pass a drug test and background investigation and, depending on position requirements, a Department of Defense background investigation. AA/EOE.

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Express Scripts is a Fortune 25 company and is the largest pharmacy benefit manager in the U.S.