Patient Care Coordinator


KloudScript Patient Care Coordinator (PCC) is responsible for working under the direction of Hub Management to provide daily support for KloudScript’s network of pharmacy partners under different business models. The Patient Care Coordinator will perform all duties entirely related to patient interaction and coordination between various stakeholders and will perform the duties of a Benefit Coordinator as needed and directed by Hub Management.


Essential Functions

  • Understand, perform and articulate/verbalize the responsibilities of a Patient Care Coordinator and Benefits Coordinator.
  • Answer incoming calls (specialty phone line) for the specialty team and handles the caller with a pleasant and friendly demeanor.
  • Manages and handles all incoming referrals from the specialty fax appropriately and efficiently. Completes data entry of patient, prescription and prescriber information into KETU™ (Specialty Intake).
  • Completes patient welcome and refill compliance calls according to talking points and procedures. Will obtain approval of dispense from patient and their will call preference prior to completion of medication dispense.
  • Will be the point of contact for staff members from the pharmacy partner for the specialty program. Furthermore, they will ensure the timely completion of all specialty patient cases within the program, with verifying the accuracy and validity of the recorded information.
  • Ability to describe the pharmacy’s specialty care program to patients and prescribers. Furthermore, will manage communication with prescribers and patients about benefit investigation related status updates as needed.
  • Coordinates specialty drug dispense with appropriate pharmacy for pick up or shipment. Schedules and track all specialty shipments or deliveries and follow up on exceptions.
  • Will be responsible for providing communication to prescribers and patients about mandated transfers. Will verify that recipient pharmacy received the prescription and patient obtained their medication in a timely manner (enhanced transfer).
  • Assist and coordinate with the pharmacy partner as needed for the monthly reconciliation reports to ensure data in pharmacy dispensing system is accurate with the information provided in KETUTM.
  • Manage and assist the pharmacy partners case load in KETU™ under the direction of hub management. Must ensure communication cadences are met for the pharmacy partner.
  • Assist with Benefit Investigation as needed and directed by Hub Management. Will perform all investigative and financial case management needs for a specialty referral as outlined in the hub operations policies and procedures.
  • Must perform to meet daily productivity requirements as outlined by Hub Management to support the pharmacy partner.
  • Maintains compliance with company policies and procedures, and complies with all laws regulating pharmacy services. Maintains all PHI according to HIPAA rules.


Education and/or Training:
  • High-School Graduate or some college education.
 Professional Experience:
  • Previous experience in Specialty Pharmacy (minimum 3 years).
  • Previous experience in customer service.
  • Licensed and/or Certified Patient Care Coordinator in the state of Illinois.
  • Pharmacy Technician Certification preferred.
Specialized Skills:
Underlying skills that enables an employee to perform effectively on the job.
  • Excellent verbal and written communication.
  • Ability to work in a busy, fast paced environment as a team player.
  • Ability to multi-task in an organized fashion with focus on completing tasks in a specified timely manner.
  • Strong attention to detail and quality assurance.
Technical Skills:
Underlying skills that enables an employee to perform effectively on the job.
  • Must have proficiency with MS Office, Outlook, Excel, Word, Power Point, pharmacy dispensing systems, internet, web-based applications, and other office equipment.
Applicants must be able to pass a background investigation prior to employment.

Preferred Skills

Physical Activities:
  • Ability to continuously sit for long periods of time.
  • Ability to bend or squat occasionally.
  • Ability to lift up to 10 pounds occasionally.