Pharmacy Patient Care Coordinator

About Neovance and Role Overview

Neovance, formerly known as Fortrea, is a global contract research organization specializing in biopharmaceutical and medical device development. With over 30 years of industry presence, Neovance enhances patient experiences by providing technology-driven patient access solutions such as HUB services, patient assistance programs, and pharmacy support that streamline therapy access and adherence. The organization's core values include Agility, Integrity, Tenacity, Unity, and Quality, driving a unified approach to improving patient health journeys.

Key Duties and Responsibilities

• Handle a large volume of incoming calls from patients, healthcare providers, and pharmacies regarding medication therapies, prescription status, and program questions.
• Offer assistance across patient access initiatives including HUB services, benefits verification, prior authorizations, and pharmacy-related support.
• Establish trust by communicating clearly, confidently, and empathetically with patients and caregivers.
• Translate complex healthcare, insurance, and reimbursement details into easily understandable terms for callers.
• Use active listening and paraphrasing techniques to ensure accurate understanding and avoid misunderstandings.
• Conduct research using multiple internal resources to resolve issues effectively and ensure full resolution ownership.
• Maintain thorough and accurate documentation of all interactions to comply with healthcare regulations and quality standards.
• Coordinate multiple calls efficiently, meeting metrics for Average Handle Time, First Call Resolution, and quality.
• Respond calmly and empathetically to patients who may be anxious or distressed, adjusting communication style appropriately.

Preferred Qualifications and Skills

• Bachelor’s degree preferred or equivalent professional experience.
• At least two years of experience working in international call centers or inbound voice support environments.
• Mandatory experience in US healthcare inbound voice processes, especially within Patient Access Programs, HUB, Reimbursement, Pharmacy Support, Benefits Verification, Prior Authorization, or Patient Assistance Programs.
• Proven background in handling patient, provider, payer, or pharmacy interactions.
• Excellent English communication skills with a neutral or universally understandable accent.
• Ability to manage high call volumes with adherence to quality and compliance standards in fast-paced settings.
• Excellent listening and analytical skills to research and resolve queries effectively.
• Proficiency in juggling multiple applications simultaneously while maintaining professional communication.
• Knowledge of call center metrics including Average Handle Time, Quality Scores, Customer Satisfaction, Service Levels, and adherence.
• Experience in regulated environments demanding precise documentation and compliance.

Additional Information and Terms

• Role: Pharmacy Patient Care Coordinator.
• Selection Process: Three interview rounds.
• Work Schedule: Night shifts matching US Eastern Time hours, 5 days per week on-site in Bengaluru, Karnataka.
• Employment Model: Contract to hire with a 6-month initial contract.
• Notice Period Requirement: 15 to 20 days.
• Preferred Candidates: Graduates with at least one year in US healthcare inbound voice processes, strong communication skills, and updated CV including UAN history copy.