Patient Care Representative

Job Summary:

The Patient Care Representative serves as a primary point of contact for patients, caregivers, healthcare providers, and internal pharmacy teams. This role supports the coordination of patient services, prescription processing, refill management, and overall patient satisfaction. The Patient Care Representative ensures high-quality patient experience while maintaining compliance with all pharmacy regulations, HIPAA requirements, and company policies. The below is intended to describe the general content of and requirements for the performance of this job and is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.

Primary Duties and Responsibilities

1. Answer inbound calls from patients, prescribers, payers, etc. and transfers callers to the correct team or department if unable to assist.
2. Makes outbound calls to patients to schedule prescription shipments and delivery logistics.
3. Enters data in computer system, recording all prescriptions scheduling’s, pre-call assessments, progress notes, etc. as required.
4. Maintain accurate patient records and follow-ups. Coordinate prescription refills and delivery logistics.
5. Regular and reliable attendance expected.
6. Other work-related duties as assigned by supervisor/manager.
7. Document all patient interactions and updates in the pharmacy computer systems.
8. Participates in departmental and organizational performance improvement and Quality activities.
9. Regular and reliable attendance is expected. 
10. Other work-related duties as assigned by supervisor/manager. 

Minimum Knowledge, Abilities, and Skills Required

1. High school diploma or GED required; associate or bachelor’s degree preferred. 
2. Minimum of 1 year of customer service, healthcare, pharmacy, call center, or patient support experience. 
3. Experience in specialty pharmacy, retail pharmacy, or healthcare services strongly preferred. Must be willing and able to work any dedicated 8-hour AnovoRx shift between the hours of 7am-7pm. 
4. Must be willing and able to work onsite on your regularly scheduled shift Monday-Friday, if applicable.

Knowledge, Skills & Abilities

• Strong customer service and patient engagement skills. 
• Knowledge of pharmacy terminology, insurance processes, and prescription workflows preferred. 
• Familiarity with HIPAA regulations and healthcare compliance standards. 
• Excellent verbal and written communication skills. 
• Strong attention to detail and organizational abilities. 
• Ability to manage multiple priorities in a fast-paced environment. 
• Proficiency in Microsoft Office and pharmacy management systems. 
• Ability to work independently and collaboratively within a team environment.