Note: The job is a remote job and is open to candidates in USA. Fuze Health is dedicated to improving healthcare by connecting patients with essential resources and care providers. The Patient Experience Coordinator plays a vital role in supporting Central Operations by managing patient inquiries and ensuring high-quality service standards. This position focuses on delivering exceptional customer service and maintaining patient satisfaction through effective communication and collaboration.
Responsibilities
- Respond to all patient and customer inquiries through phone, messaging, and internal systems, providing accurate information and timely resolutions
- Review and resolve escalated problem orders to identify root causes and implement effective solutions
- Interact with patients regarding prescription claims, order status, and shipping updates with professionalism and empathy
- Manage inbound calls from patients, insurance partners, and customers; route calls to appropriate departments as needed
- Work closely with internal teams to ensure smooth workflows and provide operational support when needed
- Maintain a positive, empathetic, and professional attitude in all interactions to promote a patient-first experience
- Strive to exceed key performance indicators (KPIs) and service-level expectations for both internal and external partners
- Demonstrate flexibility in a fast-paced environment and embrace new challenges and opportunities for professional development
- Perform comprehensive pharmacy billing functions across both pharmacy and medical benefits
- Conduct benefits investigations to verify patient coverage, eligibility, and reimbursement requirements
- Prepare and submit prior authorizations (PAs) in accordance with payer-specific guidelines and timelines
- Manage claims adjudication processes, including review, troubleshooting, and resolution of rejected or denied claims
- Coordinate and support patient access through copay assistance programs and other financial support resources
Skills
- High School Diploma or GED equivalent required
- 1+ year of customer service experience (healthcare or pharmacy experience preferred)
- Strong phone and messaging etiquette with a proven ability to deliver outstanding customer support
- Excellent written and verbal communication skills for effective interaction with patients, customers, and team members
- Detail-oriented with strong organizational and problem-solving abilities
- Ability to work collaboratively in a team environment and build strong professional relationships
- Self-driven and comfortable working with complex systems in a remote work environment
- Adaptable to change and capable of managing multiple priorities in a fast-paced setting
- Experience in pharmacy-related customer service (preferred)
Benefits
- Dental
- Vision
- Multiple group medical plans to choose from
- A 401(k) retirement savings plan
- Group life insurance
- Accidental death and dismemberment (AD&D) insurance
- Flexible spending account (FSA) and health savings account (HSA)
- Commuter benefits
- Employer-paid short-term (STD) and long-term disability (LTD) insurance
- Additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program)
- Flexible vacation time
- Accrued paid sick time
- 10 paid holidays
- (2 floating holidays for full time non-exempt employees)
- Eight weeks of paid parental leave for eligible employees
- Additional paid weeks for the birthing parent
- 4 weeks paid caregiver leave
- A Lifestyle Spending Account allowance each month
Company Overview
- Fuze Health’s foundation is a combination of proven, technology-powered innovators – Truepill, LetsGetChecked and Alto Pharmacy. It was founded in undefined, and is headquartered in , with a workforce of 1001-5000 employees. Its website is https://www.fuzehealth.com/.