Patient Experience Coordinator - FuzeRx at Fuze Health in Remote

Summary: 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 Required Qualifications: - 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 Preferred Qualifications: - Experience in pharmacy-related customer service (preferred) Required Skills: Customer service experience, Pharmacy billing functions, Claims adjudication Important Skills: Communication skills, Problem-solving abilities Nice-to-Have Skills: Team collaboration, Adaptability, Detail-oriented 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