Personal Care Coordinator (PCC)
The Personal Care Coordinator is responsible for the following processes:
Daily
- Schedule mid-month patient calls (post first fill)
- Review patient profile prior to the mid-month call to see if the patient needs any new prescriptions (i.e., no refills remaining)
- Conduct mid-month patient calls and update the notes as needed
- Follow-up with patient to collect any monies owed
- Update fill lists
- Call the patient’s doctor to get new prescriptions and/or renewals and contact the patient to let them know the new prescription/renewal was received. Note: If the PCC has trouble contacting the doctor, then the PCC will let the patient know and ask them to contact their doctor
- Get to know your patients and become an integral part of their care team
- Update/enter patient contact(s) and their role and relationship, type of contact, contact method and notes
- Obtain from the customer the drug name or Rx number of the prescription(s) that needs to be refilled
- Enter the appropriate information into Rx in order to generate labels for the new or re-filled prescriptions
- Answer the telephone and direct calls to the pharmacist (where appropriate) such as, but may not be limited to, the following:
- New prescriptions
- Medical questions
- Judgmental decisions
Ad-Hoc
- Answer patient questions on their medications, refer all to a Pharmacist if needed, update patient notes as needed
- Manage patient supplied medications (keep extra medications and contact the patient if more medications are required for subsequent fills)
- Work with Finance and Senior Management if patient balance > $50 or more than two months old
- Take patients off-service only after getting approval from senior management, enter close reason for each patient and update notes
- Maintain the current patient address (i.e., for snowbirds)
- Complete assigned monthly review of medications to determine if any in stock medications are nearing an expiration date (SOP 4.4 - Removing Expired Medications From Inventory)
- Set and complete tasks related to follow-ups in Rx2 to ensure the above work is completed in a timely manner
- Review existing SOPs and Policy and Procedures and enhance/update as needed
- Identify issues/topics that require a new policy or procedure - and share with management
Overall
- Communicate with team members about any issues that require input from others (e.g., pharmacists, pharmacy technicians, billing and insurance specialists)
- Learn company policies and procedures, and adhere to them
- Follow all laws and regulations concerning patient privacy and every aspect of HIPAA (Health Insurance Portability and Accountability Act)
- Identify issues that require a new Standard Operating Procedure (SOP) or Policy and Procedure and share with management
- Answer the phone in a timely manner
- Enthusiastically participate in company meetings
Qualifications
- Individual must not be on the government exclusion lists as determined by the Office of the Inspector General (OIG) and System for Award Management (SAM)
- Education - College (preferred)
- Pharmacy technician license (required)
- Computer proficiency
Exempt/Non-Exempt
Exempt (not available for overtime)
Key Metrics
- # patients managed
- % patient retention
- patient satisfaction
- # referrals
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