Patient Care Coordinator I

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

• Extensive knowledge of the Patient Care Services department, systems,

processes, job responsibilities and duties.

• Extensive knowledge of the disease states, medications, supplies,

coordination and medical management of Immune Globulin, Monoclonal
Antibodies and Blood Disorder medications.

• Provide daily support to department management, peers and department

staff as needed and directed by direct Supervisor and approved by Senior
Director, Patient Care Services

• Possess a full knowledge of shipping company(ies) and options. Ability to

intervene and work towards an appropriate solution(s) to shipping issues
and concerns.

• Assist with building a firm foundation for incoming and existing team

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

• Maintain a patient census of approximately 120 -130 patients within the

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.

• Ability/willingness to participate in conflict/complaint/grievance or

occurrence resolution including but not limited to all levels of
communication, documentation, reporting and follow up.

• Responsible for efficient and knowledgeable response and support to

Medication Recalls.

• Promote the Nufactor service model, product lines and positive corporate

image.

• Maintain a professional and ethical relationship with work peers and

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.

• Represent the department and/or company at industry, community or

advocacy meetings providing information, guidance, and representation of
our work within the community(ies) we serve.

• Networking / maintaining a professional and ethical image and relationship

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.

• Receive patient referrals when appropriate from direct patient referral

sources. Forwarding to Intake Department for follow up.

• Participate in staff On-Call Rotation as needed.
• Responsible for knowledge and proficiency in all duties within PCC I level

of responsibility.

• Pursue and participate in ongoing professional development.
• Communicate thoroughly, timely, and regularly with direct supervisor

regarding all questions, concerns, needs or issues.

• Communicate and partner with all necessary teammates to ensure our

Nufactor DME (pumps) are tracked, maintained, and returned as needed.
Always working towards compliance to the best of their ability.

• Conflict resolution for conflicts, concerns, or complaints internally or

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

• Work from a remote/home office with efficiency and effectiveness.

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.

• Patient retention.
• Adheres specifically to all company policies and procedures, Federal and

State regulations, and laws.

• Display dedication to position responsibilities and achieve assigned goals

and objectives. Understand and internalize the company’s purpose and
display loyalty to the company and its organizational values.

• Display enthusiasm and dedication to learning how to be more effective on

the job and share knowledge with others.

• Work effectively with co-workers, internal and external customers and

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.

• Comply with the policies and procedures stated in the Injury and Illness

Prevention Program by always working in a safe manner and immediately
reporting any injury, safety hazard, or program violation.

• Ensure conduct is consistent with all Compliance Program Policies and

procedures when engaging in any activity on behalf of the company.
Immediately report any concerns or violations.

• Other duties as assigned.

Education, Knowledge, Skills and Experience

Required Education:

• High school diploma or equivalent
• College degree in (nursing, health sciences, business administration, or

similar) preferred but not required.

Required Knowledge:

• A firm foundation of computer knowledge, detail oriented, process driven,

understanding of Microsoft Office and Excel.

• Comprehensive understanding of chronic disease state management.
• Customer/patient facing customer service in a multidimensional office,

clinic, or hospital setting.

• Ability, flexibility, and desire to participate in all aspects of patient care,

community projects and events that occasionally occur outside usual work
hours (ie: evening hours or on weekends).

• Integrity is key.

FFF: Public Information

Preferred Knowledge:

• Excellent understanding of Immune Deficient, Hemophilia, Plasminogen

Deficiency, and other chronic disease states.

• Understanding of Immune Globulin, MAB and COAG Medications,

therapy options, home infusion coordination, etc.

• Specialty Pharmacy/Home Infusion clinical management

Required Experience:

• Minimum of two (2) years’ experience in Customer facing customer service

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:

• Bi-lingual is a plus / not required.
• Specialty pharmacy work experience
• Remote work experience.

Required Skills:

• Must have strong organizational skills.
• Must have a detail orientation and the proven ability to prioritize work.
• Must have effective verbal and written communication skills.
• Must have the ability to work with limited supervision and as part of a

team.

• Sound decision-making abilities

Preferred Skills:

• Ability to develop, maintain and enhance supportive relationships with

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.