Patient Care Representative

Why Birdi?

At Birdi, we're committed to delivering an exceptional pharmacy experience through personalized service, timely support, and a patient-first approach. Our Patient Care Representatives serve as a vital connection between patients and the care they need, helping ensure a smooth and positive experience throughout their pharmacy journey.

If you enjoy helping people, solving problems, and providing outstanding customer service in a fast-paced healthcare environment, we'd love to hear from you.

About the Role

The Patient Care Representative provides exceptional customer service and support to patients regarding their prescriptions, orders, deliveries, billing, and account information.

This role serves as a key point of contact for patients and their representatives, resolving inquiries, providing updates, processing information, and ensuring each interaction is handled with professionalism, accuracy, and compassion. The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced environment.

What You'll Do

Patient Support & Customer Service

• Answer incoming calls and respond to patient emails in a professional and timely manner.
• Assist patients with questions regarding:
  • Prescription refills
  • Shipment status
  • Billing and payment inquiries
  • Insurance information
  • Account updates and demographics
  • Prescription order status
• Provide outstanding customer service while maintaining a positive and professional demeanor.
• Route calls and inquiries to appropriate departments when additional assistance is needed.

Problem Resolution

• Resolve routine pharmacy-related concerns from patients, providers, and clients.
• Research questions and concerns using available systems and resources.
• Identify issues and determine appropriate solutions.
• Follow up as needed to ensure timely resolution.
• Escalate complex issues appropriately.

Documentation & Data Management

• Accurately document patient interactions according to standard operating procedures.
• Enter patient, insurance, and payment information accurately and efficiently.
• Maintain complete and accurate account records.
• Utilize multiple software systems to access and update patient information.
• Ensure all documentation meets quality and compliance standards.

Performance & Quality

• Meet established productivity and quality performance standards.
• Maintain confidentiality of patient and proprietary information.
• Adhere to company policies, procedures, and regulatory requirements.
• Contribute to a collaborative team environment.
• Perform additional duties and special projects as assigned.

What You'll Bring

Required Qualifications

Education

• High School Diploma or GED.

Experience

• Customer service or inbound call center experience.
• Healthcare, pharmacy, mail-order, or specialty pharmacy experience preferred.
• Experience working directly with customers in a service-focused environment.

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills.
• Outstanding interpersonal and customer service skills.
• Strong problem-solving and research abilities.
• Ability to work independently while collaborating effectively with a team.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities and deadlines.
• Detail-oriented with a high level of accuracy.
• Ability to exercise sound judgment and maintain confidentiality.
• Ability to thrive in a fast-paced environment.
• Proficiency with Microsoft Office and related business software.
• Flexibility to work extended hours, weekends, and holidays as business needs require.

Preferred Qualifications

• Bachelor's degree.
• Licensed Pharmacy Technician certification or registration.
• Medicare Part D knowledge.
• Bilingual in English and Spanish.
• Experience in:
  • Mail Order Pharmacy
  • Specialty Pharmacy
  • Pharmacy Benefit Management (PBM)
  • Healthcare Customer Service
  • Patient Services

Key Competencies

• Customer Service Excellence
• Patient Communication
• Active Listening
• Problem Solving
• Attention to Detail
• Data Accuracy
• Time Management
• Team Collaboration
• Professionalism
• Accountability
• Confidentiality

Work Environment

• May work in a call center or home-based office environment.
• Exposure to moderate background noise depending on work location.
• Minimal exposure to adverse environmental conditions.
• Ability to sit for extended periods of time.
• Frequent computer and telephone use throughout the workday.

Why This Role Matters

Patients often contact Birdi when they need answers, support, or assistance obtaining important medications. As a Patient Care Representative, you'll help remove barriers, provide solutions, and ensure patients have a positive experience every step of the way.

Your dedication to service and attention to detail directly contribute to patient satisfaction, operational excellence, and Birdi's mission of delivering exceptional pharmacy care.

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.