Job Description

This position plays a key role in delivering high-quality patient support, helping individuals with complex health conditions access and manage their specialty medications. You will serve as a central point of contact for patients, providers, and insurance partners, ensuring seamless communication and coordination throughout the care process. This is a great opportunity to contribute directly to patient outcomes while guiding individuals through often complicated treatment pathways.

In this role, you will report to pharmacy leadership and work closely under the guidance of a licensed pharmacist to support patients from onboarding through ongoing therapy. Responsibilities include entering and reviewing prescription information, validating patient details, and assisting with medication fulfillment. You will also manage inbound inquiries, coordinate medication access, and collaborate across teams to support a smooth patient experience.

Key Responsibilities:

• Guide patients through specialty pharmacy processes, ensuring they understand how to access and receive their medications
• Respond to patient inquiries with professionalism and empathy, routing or resolving concerns as appropriate
• Connect patients with support resources such as financial assistance programs or other external services
• Enter and process prescription information, including requesting new orders or clarifications from providers under pharmacist oversight
• Partner with patients, providers, and payers to facilitate approvals and timely delivery of medications
• Coordinate with clinical teams and external pharmacies to ensure continuity of care
• Maintain accurate and detailed documentation of patient interactions, medication status, and insurance updates within internal systems
• Ensure compliance with all privacy regulations, including proper handling of protected health information
• Assist with troubleshooting pharmacy-related issues, including portal navigation and system questions
• Collaborate with internal teams and external stakeholders to resolve patient concerns and improve service delivery
• Participate in team discussions, contributing ideas for process improvements and staying current on updates in medications, programs, and policies
• Support additional projects and initiatives as needed

First 90 Days:

• Gain proficiency in internal systems, workflows, and pharmacy operations
• Build strong working relationships with patients, providers, and partner organizations
• Contribute to identifying opportunities to enhance processes and improve the patient experience

What Will Help You Succeed:

• Strong written and verbal communication skills with a focus on empathy and clarity
• High level of organization and attention to detail
• Ability to manage multiple priorities while maintaining accuracy and efficiency
• Familiarity with pharmacy systems and patient management tools
• Working knowledge of insurance processes, prior authorizations, and patient assistance programs
• Ability to work both independently and collaboratively within a team
• Commitment to maintaining patient confidentiality and delivering high-quality care
• Problem-solving mindset with a proactive approach to challenges
• Flexibility in a fast-paced, evolving environment
• Professional and positive attitude in all interactions

Qualifications:

Required:

• Active Pharmacy Technician registration in Illinois
• At least 2 years of experience in a pharmacy, healthcare support, or call center environment
• Proficiency with Microsoft Office (Excel, Word, Outlook)
• Flexibility to work scheduled hours as business needs evolve

Preferred:

• Bachelor’s degree or equivalent experience
• Background in specialty pharmacy
• Experience in a start-up environment, pharmacy, or PBM setting
• National Pharmacy Technician Certification (PTCB or ExCPT)

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