Qureos Mentor

FFF Enterprises

Position Summary
 Nufactor facilitates the delivery of specialty pharmacy products and services for
 people that are living with chronic illness throughout the United States. The
 Patient Care Services Department is responsible for many aspects of the patient’s
 care. Including but not limited to on-going patient support services, obtaining
 patient updates, orders, service needs, placing medication orders, coordination of
 clinical needs and understanding the medical management of Immunology,
 Neurology, Dermatology, Gastroenterology, Coagulopathy, and other Disease
 states.
 The Patient Care Coordinator (PCC) is responsible for being the liaison between
 Nufactor patients, contracted nursing partners and all the other departments
 within the company.
 The Patient Care Coordinator is an active member of the Patient Care Services
 team, providing high level patient service coordination while actively supporting
 the department, peers, and company daily.
 Essential Functions and Duties
 <ul>
<li>Extensive knowledge of the Patient Care Services department, systems,</li>
</ul>
processes, job responsibilities and duties.
 <ul>
<li>Extensive knowledge of the disease states, medications, supplies,</li>
</ul>
coordination and medical management of Immune Globulin, Monoclonal
 Antibodies and Blood Disorder medications.
 <ul>
<li>Provide daily support to department management, peers and department</li>
</ul>
staff as needed and directed by direct Supervisor and approved by Senior
 Director, Patient Care Services
 <ul>
<li>Possess a full knowledge of shipping company(ies) and options. Ability to</li>
</ul>
intervene and work towards an appropriate solution(s) to shipping issues
 and concerns.
 <ul>
<li>Assist with building a firm foundation for incoming and existing team</li>
</ul>
members – promoting solidarity, trust and inclusivity while maintaining an
 efficient and ethical work environment both within and outside the
 department. Maintain/obtain a full understanding of required systems,
 programs, and technology needed to complete the requirements of the
 position, providing the highest level of patient service and care.
 FFF: Public Information
 <ul>
<li>Maintain a patient census of approximately 120 -130 patients within the</li>
</ul>
required departmental processes. Including but not limited to on-going
 patient support services, obtaining patient updates, orders, service needs,
 placing medication orders, coordination of clinical needs with a full
 understanding of the disease states, medications, and management needs
 for home administration.
 <ul>
<li>Ability/willingness to participate in conflict/complaint/grievance or</li>
</ul>
occurrence resolution including but not limited to all levels of
 communication, documentation, reporting and follow up.
 <ul>
<li>Responsible for efficient and knowledgeable response and support to</li>
</ul>
Medication Recalls.
 <ul>
<li>Promote the Nufactor service model, product lines and positive corporate</li>
</ul>
image.
 <ul>
<li>Maintain a professional and ethical relationship with work peers and</li>
</ul>
customers internal and external to the company. Maintaining a
 customer/patient focus with a high level of professionalism, compassion,
 respect, and integrity. Including but not limited to all internal departments,
 patients, caregivers, nursing agencies, nurses, referring/prescribing
 physician offices, hospitals, outpatient clinics, manufacturing
 representatives, consumers etc. All Nufactor staff are responsible for their
 behavior at all times, promoting high level professionalism and Nufactor
 corporate values.
 <ul>
<li>Represent the department and/or company at industry, community or</li>
</ul>
advocacy meetings providing information, guidance, and representation of
 our work within the community(ies) we serve.
 <ul>
<li>Networking / maintaining a professional and ethical image and relationship</li>
</ul>
with consumer groups, patient advocacy organizations, fundraising
 organizations, including but not limited to attending local, regional and/or
 national events, tradeshows or meetings as directed and approved by Senior
 Director, Patient Care Services.
 <ul>
<li>Receive patient referrals when appropriate from direct patient referral</li>
</ul>
sources. Forwarding to Intake Department for follow up.
 <ul>
<li>Participate in staff On-Call Rotation as needed.</li>
<li>Responsible for knowledge and proficiency in all duties within PCC I level</li>
</ul>
of responsibility.
 <ul>
<li>Pursue and participate in ongoing professional development.</li>
<li>Communicate thoroughly, timely, and regularly with direct supervisor</li>
</ul>
regarding all questions, concerns, needs or issues.
 <ul>
<li>Communicate and partner with all necessary teammates to ensure our</li>
</ul>
Nufactor DME (pumps) are tracked, maintained, and returned as needed.
 Always working towards compliance to the best of their ability.
 <ul>
<li>Conflict resolution for conflicts, concerns, or complaints internally or</li>
</ul>
externally including active participation and guidance through resolution as
 well as reporting and/or working with Human Resources as needed and
 appropriate.
 FFF: Public Information
 <ul>
<li>Work from a remote/home office with efficiency and effectiveness.</li>
</ul>
Working a full 40-hour work week in your office space being accounted for
 by your work, your actions, and your active availability via company issued
 computer, and iPhone during an established daily/weekly time schedule.
 Including email, Ring Central, System of Record, Teams and Cell phone.
 <ul>
<li>Patient retention.</li>
<li>Adheres specifically to all company policies and procedures, Federal and</li>
</ul>
State regulations, and laws.
 <ul>
<li>Display dedication to position responsibilities and achieve assigned goals</li>
</ul>
and objectives. Understand and internalize the company’s purpose and
 display loyalty to the company and its organizational values.
 <ul>
<li>Display enthusiasm and dedication to learning how to be more effective on</li>
</ul>
the job and share knowledge with others.
 <ul>
<li>Work effectively with co-workers, internal and external customers and</li>
</ul>
others by sharing ideas in a constructive and positive manner; listen to
 and objectively consider ideas and suggestions from others; keep
 commitments; keep others informed of work progress, timetables, and
 issues; address problems and issues constructively to find mutually
 acceptable and practical business solutions; address others by name, title,
 or other respectful identifier, and respect the diversity of our work force in
 actions, words, and deeds.
 <ul>
<li>Comply with the policies and procedures stated in the Injury and Illness</li>
</ul>
Prevention Program by always working in a safe manner and immediately
 reporting any injury, safety hazard, or program violation.
 <ul>
<li>Ensure conduct is consistent with all Compliance Program Policies and</li>
</ul>
procedures when engaging in any activity on behalf of the company.
 Immediately report any concerns or violations.
 <ul>
<li>Other duties as assigned.</li>
</ul>
Education, Knowledge, Skills and Experience
 
Required Education: 
<ul>
<li>High school diploma or equivalent</li>
<li>College degree in (nursing, health sciences, business administration, or</li>
</ul>
similar) preferred but not required.
 
Required Knowledge: 
<ul>
<li>A firm foundation of computer knowledge, detail oriented, process driven,</li>
</ul>
understanding of Microsoft Office and Excel.
 <ul>
<li>Comprehensive understanding of chronic disease state management.</li>
<li>Customer/patient facing customer service in a multidimensional office,</li>
</ul>
clinic, or hospital setting.
 <ul>
<li>Ability, flexibility, and desire to participate in all aspects of patient care,</li>
</ul>
community projects and events that occasionally occur outside usual work
 hours (ie: evening hours or on weekends).
 <ul>
<li>Integrity is key.</li>
</ul>
FFF: Public Information
 
Preferred Knowledge: 
<ul>
<li>Excellent understanding of Immune Deficient, Hemophilia, Plasminogen</li>
</ul>
Deficiency, and other chronic disease states.
 <ul>
<li>Understanding of Immune Globulin, MAB and COAG Medications,</li>
</ul>
therapy options, home infusion coordination, etc.
 <ul>
<li>Specialty Pharmacy/Home Infusion clinical management</li>
</ul>
Required Experience: 
<ul>
<li>Minimum of two (2) years’ experience in Customer facing customer service</li>
</ul>
in multidimensional office, clinic, hospital setting or related degree.
 Chronic Disease state management, Specialty Pharmacy, sales, clinical
 services, patient care coordination a plus.
 
Preferred Experience: 
<ul>
<li>Bi-lingual is a plus / not required.</li>
<li>Specialty pharmacy work experience</li>
<li>Remote work experience.</li>
</ul>
Required Skills: 
<ul>
<li>Must have strong organizational skills.</li>
<li>Must have a detail orientation and the proven ability to prioritize work.</li>
<li>Must have effective verbal and written communication skills.</li>
<li>Must have the ability to work with limited supervision and as part of a</li>
</ul>
team.
 <ul>
<li>Sound decision-making abilities</li>
</ul>
Preferred Skills: 
<ul>
<li>Ability to develop, maintain and enhance supportive relationships with</li>
</ul>
patients, caregivers, nurses, physician office staff, community members
 and professional organizations as well as our internal partners within the
 rest of our company.
 Physical requirements
 Vision, hearing, speech, movements requiring the use of wrists, hands and/or
 fingers. Must have the ability to view a computer screen for long periods and the
 ability to sit for extended periods. Must have the ability to work the hours and days
 required to complete the essential functions of the position, as scheduled. Must
 have the ability to lift and maneuver items of at least 20 lbs. Ability to travel 10 -
 20% of the time, overnight travel of one (1) to five (5) days travel occurrence may
 be required 1 to 3 times annually. Working conditions include a normal office
 setting.
 Mental Demands
 Learning, thinking, concentration and the ability to work under pressure,
 particularly during busy times. Must be able to pay close attention to detail and
 be able to work as a member of a team to ensure excellent customer service.
 Must have the ability to interact effectively with co-workers and customers, and
 FFF: Public Information
 exercise self-control and diplomacy in customer and employee relations’
 situations. Must have the ability to exercise discretion as well as appropriate
 judgments when necessary. Must be proactive in finding solutions.
 Direct Reports
 No
 EEO Statement
 FFF Enterprises and Nufactor are an equal opportunity employer and prohibits
 discrimination and harassment based on the following characteristics: race,
 color, religion, national origin, physical or mental disability, gender, age (40
 years and over) qualified veteran and any other characteristic protected by state
 or federal anti-discrimination law covering employment. These categories are
 defined according to Government Code section 12920. The Company prohibits
 unlawful discrimination based on the perception that anyone has any of those
 characteristics or is associated with a person who has or is perceived as having
 any of those characteristics.

Patient Care Coordinator I

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FFF Enterprises

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Patient Care Coordinator I