Location: Remote
About Neovance
At Neovance, we’re transforming the patient experience by driving better outcomes through compassion, innovation, and operational excellence. With more than 30 years of experience partnering with the biopharmaceutical industry, we deliver agile, technology-enabled patient access solutions that help people start and stay on therapy.
Our expertise spans HUB services, patient assistance programs, field reimbursement, nursing, and non-commercial pharmacy—each designed to remove barriers to care and ensure patients receive the therapies they need when they need them.
Guided by our values of Agility, Integrity, Tenacity, Unity, and Quality, we work as one Neovance team to optimize access, enhance adherence, and make a meaningful impact—one patient at a time.
The Pharmacy Coordinator plays a key role in our patient-first, quality-driven pharmacy environment. The PC serves as the primary inbound/outbound call-handler for patients and prescribers in all matters that do not require a pharmacist or pharmacy technician license. Duties include shipment coordination, refill reminders, demographic, allergy and medication data collection, inbound patient questions, and general order-support functions. The PC helps ensure therapy continuity, excellent customer service, and supports the pharmacy’s quality culture of accuracy, compliance, and patient satisfaction.
The Opportunity
Patient & Provider Support
- Handle inbound calls from patients and prescribers regarding shipment status, delivery questions, address updates, refill scheduling, and general order support.
- Provide professional and timely customer service while assisting patients with navigating pharmacy processes and services.
- Serve as a liaison between patients, prescribers, and internal pharmacy teams to facilitate resolution of non-clinical inquiries.
- Initiate and manage outbound calls for refill reminders, therapy adherence support, and demographic or eligibility updates.
- Monitor prescription and refill status to support uninterrupted therapy.
- Identify and escalate situations that may impact therapy continuity or patient access to medication.
- Collect, verify, and update patient demographic, contact, allergy, medication, and eligibility information.
- Maintain accurate and complete documentation within pharmacy management systems.
- Ensure all patient records are updated in accordance with company policies and regulatory requirements.
- Coordinate medication shipments, including scheduling deliveries and confirming receipt with patients.
- Monitor delivery status and escalate delayed, missed, or lost shipments to the appropriate team members.
- Support order fulfillment activities to ensure timely medication delivery and a positive patient experience.
- Document all patient, provider, and internal communications accurately and timely.
- Escalate clinical, quality, compliance, or safety concerns to the pharmacist, pharmacy technician, or supervisor as appropriate.
- Maintain thorough records of interactions and resolution activities to support continuity of care and operational excellence.
- Adhere to all applicable federal and state regulations, HIPAA requirements, accreditation standards (URAC and ACHC), manufacturer requirements, and company policies.
- Support departmental quality initiatives and contribute to a culture of patient safety, compliance, and continuous improvement.
- Assist with identifying opportunities to improve workflows, patient experience, and operational efficiency.
- Perform other duties and responsibilities as assigned.
- High school diploma or equivalent required.
- Associate's degree or bachelor's degree in Health Administration, Pharmacy Services, Healthcare Management, or a related field preferred.
- One (1) to three (3) years of experience in a pharmacy call center, specialty pharmacy, patient support, healthcare coordination, or customer service environment preferred.
- Demonstrated ability to provide professional customer service while managing multiple priorities in a fast-paced environment.
