[Remote] Patient Experience Coordinator - FuzeRx

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