Customer Service Representative

Patient Services Coordinator

Palmetto Infusion provides comprehensive ambulatory and home-based infusion services to both acute and chronically ill patients. Our centers care for people by providing patients and their families with a convenient, affordable, and safe place to receive infusion treatments. We strive for more than personal service, always delivering a warm and attentive health care experience that boosts patients' state-of-mind, improves their health and quality of life.

At Palmetto Infusion, we believe in creating an experience that goes beyond just a job. It's about being part of something bigger than yourself - a connected group of caretakers who work together to restore health and hope to our patients. We call it The Palmetto Experience and we believe it's what sets us apart from other employers.

For our employees, The Palmetto Experience means we serve and support people in our purpose to restore health and hope, we build a culture of belonging and collaboration, we deliver on our promise to treat people with respect and empathy, and we strive to embrace change and search for new opportunities.

Patient Services Coordinators are the point of contact for patients, vendors, and providers seeking solutions to their questions, challenges, or concerns. This role is heavily focused on coordinating infusion clinic scheduling for patients. This includes reviewing patient ambulation, medical clearance requirements, lab results, frequency of therapy, wash-out periods, and additional patient needs.

Schedule: Monday Friday 8:00 AM 5:00 PM.

Minimum Qualifications:

• High School Diploma or Equivalent.
• 1 year of experience in scheduling and customer service.
• Proficient at partner programs (i.e.: MS Outlook, Word, Excel).
• Ability to cope with ambiguous changing environment while under pressure in a calm.
• Must be able to work as a team member and develop productive and cooperative working relationships with all members of the Palmetto Infusion.

Essential Functions:

• Schedules initial patient appointments, reviews patients for ambulation, lab results, wash-out periods, pre-meds clearance requirements, and additional patient needs. Also manages ongoing patient scheduling including rescheduling patients as needed and following up on missed appointments.
• Adapts strategies to effectively manage caseloads and workflow queues ensuring consistency of outcomes across all patients.
• Monitors patient frequency of therapy modifying appointments ensuring adherence and compliance.
• Conducts outbound calls to patients to set up initial patient appointments, coordinates changes in schedules, and follows up on open action items.
• Interprets physician orders, plans of treatment, and other medical records necessary for patient on-boarding and retention.
• Coordinates with internal and external business partners to seek solutions and overcome barriers for patient care.
• Obtains medical records from providers for Insurance Case Managers to support authorization requirements as needed. Reviews REMS enrollment taking corrective measures to re-initiate authorizations as needed.
• Triages incoming calls utilizing extensive knowledge in pharmacy, patient services, and clinical services workflows to ensure the caller's needs are met.
• Assists the Patient Access Coordinators with performing new patient welcome calls as needed. Verifies patient appointments with referral sources and patient assistance programs.
• Performs other related job duties as assigned.

About the Benefits:

• Competitive Compensation
• Comprehensive Medical Insurance
• Dental and Vision Insurance
• Company Life Insurance
• Voluntary Life and Disability Insurance
• Additional Voluntary Supplemental Plans
• Flexible Spending Account (Medical and Dependent Care)
• Health Savings Account
• 401K Retirement Plan
• Employee Assistance Program (EAP)
• Employee Discounts
• Ramsey SmartDollar Program
• Referral Program
• Tuition Assistance
• Paid Time Off
• 8 Paid Company Holidays

Patient Advocacy Statement: At Palmetto Infusion we believe that patient advocacy is at the heart of everything we do regardless of our roles within the organization. Each member of our team is dedicated to putting the needs and well-being of our patients first. Whether we're working directly with patients or supporting them behind the scenes our commitment to being a compassionate advocate is paramount. We understand that every interaction every decision and every effort contribute to the quality of care our patients receive.

Together we strive to ensure that every individual feels heard supported and empowered throughout their healthcare journey. This dedication to patient-centered care is what creates "The Palmetto Experience" — a standard of excellence that defines us and enriches the lives of those we serve.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job the employee may be required to frequently stand, walk, sit, bend, twist, talk, and hear. There may be prolonged periods of sitting, keyboarding, reading, as well as driving or riding in transport vehicles. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include reading distance, computer, and color vision. Talking and hearing are essential to communicate with patients, vendors, and staff.

All employees must uphold the confidentiality of protected health information and follow all HIPAA policies. This position has access to sensitive information and a breach of information may be grounds for immediate termination.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.