Pharmacy Care Coordinator - Evergreen Nephrology

About Evergreen Nephrology

Evergreen Nephrology partners with nephrologists to transform kidney care through a value-based, person-centered, holistic, and comprehensive approach. We are committed to improving patient outcomes and quality of life by delaying disease progression, shifting care to the home, and accelerating kidney transplants by providing best-in-class interdisciplinary clinical resources, analytical insights, and support services.

About the Role

As a Telephonic Pharmacy Care Coordinator, you will play a critical patient-facing and operational role in our pharmacy program. This is a 6-month contract with the opportunity to convert to full-time employment.

Working fully remotely by phone, you will introduce patients to a specialized mail-order pharmacy providing pre-sorted, multi-dose medication packaging (pill packs), proactive refill management, and periodic care team check-ins. Your primary focus will be high-volume outbound outreach to engage patients, obtain consent, set up access to medications, and update information directly within the Electronic Health Record (EHR).

Key Responsibilities

• Conduct high-volume outbound telephone outreach to introduce Evergreen's pharmacy service, establish rapport, and guide patients through enrollment.
• Deliver clear, standardized messaging using approved scripts to address patient questions and objections.
• Obtain and document telephonic patient consent and required enrollment information.
• Update EHR records based on patient decisions (updating preferred pharmacy, triggering electronic prescriptions, and documenting consent/decline).
• Manage outreach queues and follow-up cadences, prioritizing contact attempts based on urgency and targets.
• Accurately document all call activity, outreach attempts, and coordination in clinical and operational systems.
• Meet call center performance expectations, including call quality, productivity, average speed of answer, and conversion targets.
• Uphold patient privacy and confidentiality standards in accordance with HIPAA.

Schedule & Work Environment Requirements

• Hours: Must be able to work standard hours of 8:30am – 5pm Eastern Time.
• Location: Fully remote within the United States.
• Workspace: Dedicated workspace free from interruptions to protect PHI/HIPAA compliance.
• Internet: Home internet connection supporting a minimum download speed of 25 Mbps and upload speed of 10 Mbps (hardwired connection recommended).
• Equipment: Telephony applications and equipment will be provided by Evergreen Nephrology.

Required Qualifications

• Current Medical Assistant certification (CMA/RMA).
• Experience in a telephonic, call-center, or high-volume outbound patient/customer outreach environment.
• Healthcare, pharmacy, care coordination, or patient support background.
• Proficiency working within Electronic Health Records (EHR/EMR) to document encounters, review medication lists, and make authorized updates.
• Strong interpersonal, communication, and organizational skills.
• Working knowledge of HIPAA guidelines and handling protected health information (PHI).
• Intermediate skills with Microsoft Office Suite (Outlook, Teams).

Preferred Qualifications

• Prior experience in a healthcare call center or telephonic patient outreach/enrollment role.
• Bilingual fluency (English / Spanish).
• Experience with phone-based consent capture or enrollment workflows.
• Background in care navigation, addressing social determinants of health, and community resource connection.
• Familiarity with chronic disease medications and prescription coverage terminology.

Compensation & Benefits

• Pay Range: $19.00 – $23.00 per hour (based on experience and education).
• PTO: Starting at 4 weeks for full-time employees plus 12 paid holidays per year.
• Healthcare: Medical, dental, vision, and life insurance, plus HSA employer match.
• Retirement: 401(k) program with employer match up to 4% after 6 months.
• Family & Growth: Paid parental leave, continuing medical education reimbursement, and structured training programs.