Specialty Care Navigator

The Specialty Care Navigator works closely with pharmacists, clinicians, and operational teams to ensure patients receive timely medications, clear communication, and coordinated support throughout their therapy. This role helps ensure a seamless patient experience while maintaining compliance with company policies and regulatory standards.

Responsibilities

• Serve as a primary contact for patients and provider offices regarding specialty medication orders, pharmacy services, billing inquiries, and delivery scheduling.
• Guide patients through the specialty pharmacy process by providing education, answering questions, and coordinating services across pharmacy teams.
• Receive and process prescription orders and inquiries received via telephone, fax, email, mail, or direct patient contact.
• Conduct inbound and outbound calls with patients and provider offices regarding medication orders, pharmacy services, and general inquiries.
• Coordinate patient services including order scheduling, shipment communication, supply needs, and verification of patient and payment information.
• Assists patients in identifying financial resources available utilizing our technology.
• Provide timely responses to patient inquiries while maintaining service and quality standards.
• Escalate urgent orders, shipping issues, or patient concerns to appropriate team members or departments.
• Communicate patient condition changes, medication compliance concerns, or side effects to pharmacists and facilitate pharmacist counseling when appropriate.
• Maintain accurate documentation of patient interactions, order updates, and call activity in appropriate systems.
• Support various stages of the pharmacy order process including prescription scanning, image indexing, intake preparation, pre-QA review, and issue resolution.
• Assist with special handling requirements including drug shipment notifications and adverse drug event reporting.
• Ensure patient concerns, complaints, and service issues are resolved professionally and effectively.
• Deliver a positive and supportive experience for both patients and referral sources.
• Maintain professionalism when representing the organization in all interactions.
• Adhere to company policies, procedures, and compliance requirements.
• Perform additional duties and responsibilities as assigned.

Qualifications

• Certified Pharmacy Technician (CPhT) preferred, or equivalent healthcare experience.
• Minimum two (2) years of medical, pharmacy, or healthcare-related experience.
• At least one (1) year of call center or customer service experience, preferably in healthcare or specialty pharmacy.
• Strong patient service and patient advocacy mindset.
• Excellent verbal and written communication skills with the ability to explain information clearly to patients and providers.
• Strong problem-solving and critical thinking abilities.
• Ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.
• Understanding of pharmacy operations, specialty medication workflows, or healthcare coordination processes.
• Strong organizational skills and attention to detail.
• Ability to collaborate effectively with pharmacists, clinicians, and operational teams.
• Demonstrates professionalism, empathy, and integrity when working with patients.
• Ability to adapt to changing priorities and operational needs.
• Proficiency with computer systems, patient management platforms, and data entry.