Patient Care Coordinator I

Position Summary

Nufactor facilitates the delivery of specialty pharmacy products and services for people that are living with chronic illness throughout the United States. The Patient Care Services Department is responsible for many aspects of the patients care. Including but not limited to on-going patient support services, obtaining patient updates, orders, service needs, placing medication orders, coordination of clinical needs and understanding the medical management of Immunology, Neurology, Dermatology, Gastroenterology, Coagulopathy, and other Disease states.

The Patient Care Coordinator (PCC) is responsible for being the liaison between Nufactor patients, contracted nursing partners and all the other departments within the company.

The Patient Care Coordinator is an active member of the Patient Care Services team, providing high level patient service coordination while actively supporting the department, peers, and company daily.

Essential Functions and Duties

• Extensive knowledge of the Patient Care Services department, systems, processes, job responsibilities and duties.
• Extensive knowledge of the disease states, medications, supplies, coordination and medical management of Immune Globulin, Monoclonal Antibodies and Blood Disorder medications.
• Provide daily support to department management, peers and department staff as needed and directed by direct Supervisor and approved by Senior Director, Patient Care Services
• Possess a full knowledge of shipping company(ies) and options. Ability to intervene and work towards an appropriate solution(s) to shipping issues and concerns.
• Assist with building a firm foundation for incoming and existing team members promoting solidarity, trust and inclusivity while maintaining an efficient and ethical work environment both within and outside the department. Maintain/obtain a full understanding of required systems, programs, and technology needed to complete the requirements of the position, providing the highest level of patient service and care.
• Maintain a patient census of approximately 120 -130 patients within the required departmental processes. Including but not limited to on-going patient support services, obtaining patient updates, orders, service needs, placing medication orders, coordination of clinical needs with a full understanding of the disease states, medications, and management needs for home administration.
• Ability/willingness to participate in conflict/complaint/grievance or occurrence resolution including but not limited to all levels of communication, documentation, reporting and follow up.
• Responsible for efficient and knowledgeable response and support to Medication Recalls.
• Promote the Nufactor service model, product lines and positive corporate image.
• Maintain a professional and ethical relationship with work peers and customers internal and external to the company. Maintaining a customer/patient focus with a high level of professionalism, compassion, respect, and integrity. Including but not limited to all internal departments, patients, caregivers, nursing agencies, nurses, referring/prescribing physician offices, hospitals, outpatient clinics, manufacturing representatives, consumers etc. All Nufactor staff are responsible for their behavior at all times, promoting high level professionalism and Nufactor corporate values.
• Represent the department and/or company at industry, community or advocacy meetings providing information, guidance, and representation of our work within the community(ies) we serve.
• Networking / maintaining a professional and ethical image and relationship with consumer groups, patient advocacy organizations, fundraising organizations, including but not limited to attending local, regional and/or national events, tradeshows or meetings as directed and approved by Senior Director, Patient Care Services.
• Receive patient referrals when appropriate from direct patient referral sources. Forwarding to Intake Department for follow up.
• Participate in staff On-Call Rotation as needed.
• Responsible for knowledge and proficiency in all duties within PCC I level of responsibility.
• Pursue and participate in ongoing professional development.
• Communicate thoroughly, timely, and regularly with direct supervisor regarding all questions, concerns, needs or issues.
• Communicate and partner with all necessary teammates to ensure our Nufactor DME (pumps) are tracked, maintained, and returned as needed. Always working towards compliance to the best of their ability.
• Conflict resolution for conflicts, concerns, or complaints internally or externally including active participation and guidance through resolution as well as reporting and/or working with Human Resources as needed and appropriate.
• Work from a remote/home office with efficiency and effectiveness. Working a full 40-hour work week in your office space being accounted for by your work, your actions, and your active availability via company issued computer, and iPhone during an established daily/weekly time schedule. Including email, Ring Central, System of Record, Teams and Cell phone.
• Patient retention.
• Adheres specifically to all company policies and procedures, Federal and State regulations, and laws.
• Display dedication to position responsibilities and achieve assigned goals and objectives. Understand and internalize the companys purpose and display loyalty to the company and its organizational values.
• Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
• Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and respect the diversity of our work force in actions, words, and deeds.
• Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.
• Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the company. Immediately report any concerns or violations.
• Other duties as assigned.

Education, Knowledge, Skills and Experience

Required Education:

• High school diploma or equivalent
• College degree in (nursing, health sciences, business administration, or similar) preferred but not required.

Required Knowledge:

• A firm foundation of computer knowledge, detail oriented, process driven, understanding of Microsoft Office and Excel.
• Comprehensive understanding of chronic disease state management.
• Customer/patient facing customer service in a multidimensional office, clinic, or hospital setting.
• Ability, flexibility, and desire to participate in all aspects of patient care, community projects and events that occasionally occur outside usual work hours (ie: evening hours or on weekends).
• Integrity is key.

Preferred Knowledge:

• Excellent understanding of Immune Deficient, Hemophilia, Plasminogen Deficiency, and other chronic disease states.
• Understanding of Immune Globulin, MAB and COAG Medications, therapy options, home infusion coordination, etc.
• Specialty Pharmacy/Home Infusion clinical management.

Required Experience:

• Minimum of two (2) years experience in Customer facing customer service in multidimensional office, clinic, hospital setting or related degree. Chronic Disease state management, Specialty Pharmacy, sales, clinical services, patient care coordination a plus.

Preferred Experience:

• Bi-lingual is a plus / not required.
• Specialty pharmacy work experience
• Remote work experience.

Required Skills:

• Must have strong organizational skills.
• Must have a detail orientation and the proven ability to prioritize work.
• Must have effective verbal and written communication skills.
• Must have the ability to work with limited supervision and as part of a team.
• Sound decision-making abilities.

Preferred Skills:

• Ability to develop, maintain and enhance supportive relationships with patients, caregivers, nurses, physician office staff, community members and professional organizations as well as our internal partners within the rest of our company.

Physical requirements

Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must have the ability to view a computer screen for long periods and the ability to sit for extended periods. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. Must have the ability to lift and maneuver items of at least 20 lbs. Ability to travel 10 - 20% of the time, overnight travel of one (1) to five (5) days travel occurrence may be required 1 to 3 times annually. Working conditions include a normal office setting.

Mental Demands

Learning, thinking, concentration and the ability to work under pressure, particularly during busy times. Must be able to pay close attention to detail and be able to work as a member of a team to ensure excellent customer service. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary. Must be proactive in finding solutions.

Direct Reports

None.

EEO/AAP Statement

FFF Enterprises/NuFactor is an equal opportunity employer to all and prohibits discrimination and harassment based on the following characteristics: race, color, caste, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic conditions), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran or military status, medical leave or other types of protected leave (requesting or approved for leave under the Family and Medical Leave Act or any state protected leaves), domestic violence victim status, political affiliation, reproductive health decision-making, and any other characteristic protected by state or federal anti-discrimination law covering employment. These categories are defined according to Government Code section 12920. The Company prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics.