Patient Care Coordinator

Patient Care Coordinator Why Birdi? At Birdi, we're focused on making the pharmacy experience easier, more personal, and more supportive for the patients we serve. Our Patient Care team plays an important role in helping patients navigate their medications, coordinate deliveries, resolve issues, and stay on track with their therapy.

If you're someone who enjoys helping people, solving problems, and creating a great customer experience, this is an opportunity to make a meaningful impact every day.

About the Role

The Patient Care Coordinator serves as an important connection between Birdi and our patients, helping coordinate medication refills and deliveries while providing support throughout the pharmacy experience. In this role, you'll primarily connect with patients by phone to schedule medication deliveries, coordinate refills, support new patient enrollment, verify insurance information, and help resolve pharmacy-related questions or concerns.

You'll also support specialty therapy management programs, connect patients with Clinical Pharmacists when appropriate, and assist with financial assistance processes for select therapies.

What You'll Do

Patient Support & Outreach Conduct outbound patient outreach, primarily by phone, to schedule medication deliveries. Support patients with medication refills and delivery coordination. Assist with new patient enrollment and insurance verification. Follow up with patients to obtain necessary information and help keep their therapy on track.

Provide professional, compassionate service during each patient interaction. Pharmacy & Therapy Support Support patient care activities associated with therapy management programs. Recognize when patient needs require clinical support and appropriately connect patients with a Clinical Pharmacist. Conduct financial assistance pre-assessments for select therapy programs.

Assist patients with enrollment in applicable financial assistance programs. Make outbound calls to patients, prescribers, and insurance companies as needed. Problem Solving & Issue Resolution Help resolve pharmacy-related issues involving patients, providers, and pharmacies. Research the cause of an issue and determine the appropriate solution.

Coordinate corrections or adjustments and follow through to ensure resolution. Respond to routine questions regarding pharmacy products and services. Research information using available systems and resources. Documentation & Quality Accurately document patient calls and interactions in accordance with standard operating procedures.

Enter patient and pharmacy information accurately and efficiently. Utilize multiple systems and databases to access patient information. Meet established individual productivity and quality expectations. Maintain the confidentiality of patient and proprietary information at all times.

What You'll Bring

Required Qualifications Education High School Diploma or GED. Experience Customer service or inbound call center experience required. Healthcare, pharmacy, mail-order, or specialty pharmacy experience is highly valued. Knowledge, Skills & Abilities Strong verbal and written communication skills. Customer-focused approach with the ability to interact professionally with patients, providers, and internal team members.

Strong attention to detail and commitment to accuracy. Ability to independently identify, research, and resolve issues. Strong problem-solving and analytical skills. Good judgment and a strong operational focus. Ability to collaborate effectively within a team. Strong organizational and time-management skills. Ability to manage multiple priorities and deadlines.

Ability to work independently with minimal supervision. Ability to perform effectively in a fast-paced environment. Proficiency with Microsoft Office and related business software. Ability to protect confidential patient and company information. Flexibility to work extended hours, weekends, and holidays based on business needs.

Preferred Qualifications

Bachelor's degree. Registered Pharmacy Technician license in good standing with the applicable State Board of Pharmacy. Certified Pharmacy Technician through: Pharmacy Technician Certification Board (PTCB), or Institute for the Certification of Pharmacy Technicians (ICPT). Ability to successfully complete the company's Qualified Pharmacy Technician examination within six months of hire.

Previous healthcare, specialty pharmacy, mail-order pharmacy, or patient services experience. Key Competencies Customer Service Excellence Patient Communication Problem Solving Attention to Detail Empathy & Professionalism Issue Resolution Time Management Documentation Accuracy Teamwork & Collaboration Confidentiality Accountability & Follow-Through Work Environment Call center environment with exposure to higher levels of background noise.

Minimal exposure to adverse environmental conditions. Ability to sit and work at a computer for prolonged periods of time. Position requires frequent telephone and computer interaction throughout the workday. Why This Role Matters For many patients, navigating prescription refills, deliveries, insurance questions, and specialty medications can feel complicated.

The Patient Care Coordinator helps make that experience easier. Whether you're coordinating a medication delivery, solving an insurance-related issue, helping someone enroll in a therapy program, or connecting a patient with a pharmacist, your work directly impacts the patient's pharmacy experience. You'll be part of the team helping make sure patients receive the support, information, and medications they need when they need them.

Equal Employment Opportunity Statement Birdi is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. We make employment decisions without regard to race, color, religion, creed, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, marital status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

Birdi is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the recruitment process and employment relationship. If you require an accommodation, please notify a member of our Talent Acquisition team.