Care Coordinator

7,000 Diseases - 500 Treatments - 1 Rare Pharmacy

PANTHERx is the nation’s largest rare disease pharmacy, and we put the patient experience at the top of everything that we do.

If you are looking for a career in the healthcare field that embraces authentic dedication to patient care, you don’t need to look beyond PANTHERx. In every line of service, in every position and area of expertise, PANTHERx associates are driven to provide the highest quality outcomes for our patients.

We are seeking team members who:

Are inspired and compassionate problem solvers;

Produce high quality work;

Thrive in the excitement of the ever-challenging environment of modern medicine; and

Are committed to achieving superior health outcomes for people living with rare and devastating diseases.

At PANTHERx, we know our employees are the driving force in what we do. We cultivate talent and encourage growth within PANTHERx so that our associates can continue to explore their interests and expand their careers. Guided by our mission to provide uncompromising quality every day, we continue our strategic growth to further reach those affected by rare diseases.

Join the PANTHERx team, and define your own RxARE future in healthcare!

Care Coordinator

Location: Pittsburgh, PA (Hybrid - primarily work from home with required onsite time each month)

Classification: Non-Exempt

Job Type: Full-Time

Purpose

The Care Coordinator serves as a primary point of contact for patients, caregivers, prescribers, and manufacturer partners throughout the RxARECARE program experience. Through inbound and outbound communication, this role helps coordinate access to prescribed medications and/or vaccines, supports patient onboarding and adherence activities, provides reimbursement and financial assistance support, and addresses questions or concerns. Working closely with pharmacists, healthcare providers, manufacturer partners, and internal teams, the Care Coordinator helps ensure a positive patient experience while maintaining accurate documentation and compliance with applicable healthcare regulations, program requirements, and REMS obligations when applicable.

You can expect:

• A primarily phone-based role with a combination of inbound and outbound patient, provider, insurer, and partner interactions.
• Frequent communication supporting patients with rare, complex and chronic diseases receiving specialty medications and participating in manufacturer-sponsored programs.
• Daily collaboration with pharmacists, prescriber offices, manufacturer partners, and reimbursement support resources.
• Use of multiple software systems to document interactions, manage orders, process claims, and track program requirements.
• A fast-paced environment that requires strong attention to detail, problem-solving skills, empathy, and exceptional customer service.
• Responsibility for supporting patient access through financial assistance, reimbursement support, and program enrollment activities.
• Rotating schedules assigned by the supervisor between 8:00 a.m. and 8:00 p.m. Monday through Friday to support patient and business needs.

Responsibilities

• Communicate with patients and/or caregivers through inbound and outbound interactions to support program enrollment, medication access, therapy coordination, refill activities, and ongoing program participation.
• Serve as a primary point of contact for patients, caregivers, healthcare providers, and manufacturer partners by answering questions, addressing concerns, and resolving inquiries to ensure timely access to therapy.
• Coordinate patient onboarding activities, obtain required consents, maintain patient records, and ensure program requirements are completed accurately and timely.
• Perform order management activities including data entry, prescription retrieval, profile maintenance, reconciliation activities, and required follow-up tasks.
• Support enrollment in manufacturer-sponsored assistance programs, including bridge, patient assistance, quick start, and product replacement programs, as applicable.
• Assist with reimbursement support activities, including claim processing, benefit-related issue resolution, authorization support, overrides, and patient financial responsibility discussions.
• Document patient, provider, and manufacturer interactions accurately and in accordance with regulatory, program, and company requirements.
• Partner with pharmacists, pharmacy technicians, healthcare providers, manufacturer representatives, and internal teams to address concerns and support patient care.
• Communicate effectively with supervisors, program leadership, manufacturer partners, and other stakeholders regarding program performance, patient needs, and operational activities.
• Follow direction from pharmacists and leadership regarding program compliance activities, adverse event reporting requirements, and specialty pharmacy procedures.
• Complete additional projects and responsibilities as assigned.

Required Qualifications

• Registration as a pharmacy technician with the Pennsylvania Board of Pharmacy, unless holding a current PA State Pharmacist license.
  Note: If you are not currently registered as a pharmacy technician in Pennsylvania, you may initiate the registration process via the Pennsylvania Licensing System (PALS) and complete the training requirement upon hire with PANTHERx.
• High school diploma or General Education Degree (GED).
• 1-3 years of customer service, healthcare, pharmacy, or related experience.
• Strong verbal and written communication skills with the ability to build rapport and communicate effectively with patients, caregivers, healthcare providers, manufacturer partners, and internal teams.
• Ability to manage multiple priorities, maintain accurate documentation, and navigate multiple software systems simultaneously.
• Ability to handle confidential patient information and comply with healthcare, regulatory, and company requirements.
• Comfortable learning and using technology in a fast-paced environment, with the ability to adapt to evolving systems, processes, and program requirements.

Preferred Qualifications

• 1-3 years of experience in specialty pharmacy, healthcare operations, patient support programs, or related healthcare services.
• Experience working in a call center, customer service, pharmacy, or healthcare environment.
• Experience supporting manufacturer-sponsored patient support programs, HUB services, or medication access programs.
• Bachelor's degree.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.

Benefits:

Hybrid, remote and flexible on-site work schedules are available, based on the position. PANTHERx Rare Pharmacy also affords an excellent benefit package, including but not limited to medical, dental, vision, health savings and flexible spending accounts, 401K with employer matching, employer-paid life insurance and short/long term disability coverage, and an Employee Assistance Program! Generous paid time off is also available to all full-time employees. Of course we offer paid holidays too!

Equal Opportunity:

PANTHERx Rare Pharmacy is an equal opportunity employer, and does not discriminate in recruiting, hiring, promotions or any term or condition of employment based on race, age, religion, gender, ethnicity, sexual orientation, gender identity, disability, protected veteran's status, or any other characteristic protected by federal, state or local laws.