Care Coordinator

The Care Coordinator (CC) is a remote position in Europe and is an integral part of the Patient Support Program team, providing seamless service to patients that require medication administration support, and to their associated Health Care Providers. The CC is responsible for ensuring patient records are kept current by e-filing associated documentation, updating the electronic database records, and managing patient related activities by telephone, all conducted in accordance with training, standard operating procedures, and applicable regulatory requirements. The position requires substantial telephone interaction.

Accountabilities:

• Provide telephone support to patients following a call script.
• Triage and process incoming faxes
• Review incoming faxes to verify potential Adverse Events and Product Complaints
• Report Adverse Events (AE) and Product Complaints
• Register new patients into the database
• Process patient reactivations into the database
• Update patient information into the database
• Send reports to physicians
• Process orders for medical supplies and promotional materials
• Verify invoices for accuracy and upload to external supplier for payment
• Respond to questions concerning invoice submission and payments
• Contact patients by telephone to facilitate booking of appointments with specialized clinics
• Contact patients by telephone to remind patients of their appointments
• Answer incoming calls from patients and healthcare providers
• Prepare progress reports
• Identify and implement (with Manager approval) Process Improvement initiatives which will result in increased efficiency, maximum productivity and

Competencies:

• Call center experience is an asset
• Demonstrates attention to detail
• Superior time management and organizational skills
• Respond to the customers (patients, healthcare professionals) needs by answering questions based on training documents, referring to the relevant resource and finding information
• Strong interpersonal and customer service skills to promote effective working relationships with others
• Flexibility - adapts schedule in times of heavy workload, with the ability to multitask
  
• Ability to maintain composure and function effectively under pressure
• Self-motivated and proactive
• Team player with initiative to learn
• Proficiency using common computerized information systems, including Microsoft Office
• Ability to quickly adapt to different software
• Able to work quickly and efficiently on the project relevant computer programs, thus properly interpreting the information exchanged with customers

Qualifications:

• Must speak at least two of the following languages in addition to English: Dutch, Polish, Spanish, Hungarian, German
• High School, College or University. Equivalent work experience would be considered
• Two years of call center experience or can demonstrate telephone and customer service skill