Telephonic Pharmacy Care Coordinator

Your Role

As a Telephonic Pharmacy Care Coordinator with Evergreen, you 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. This program connects patients with a specialized mail-order pharmacy that provides pre-sorted, multi-dose medication packaging (pill packs) along with proactive refill management and periodic care team check-ins, helping ensure patients stay on track with complex medication schedules. Working fully remotely by phone, you are often the first voice patients hear from the pharmacy care team — helping establish trust, explain the value of the pharmacy service, and guide patients through enrollment.

You work with patients from our partner practices to engage them, capture consent, and set up timely access to medications and pharmacist-led clinical services. You'll explain how the service works — multi-dose pill packs organized by date/time, home delivery and automatic refill coordination so patients never run out, and scheduled check-in calls to review adherence and address new prescriptions or dose changes. When a patient agrees to participate, you act directly in the electronic health record — updating the patient's preferred pharmacy, triggering electronic prescriptions, and documenting consent or decline based on the patient's decision. Your primary focus is high-volume outbound outreach to patients who do not have an office visit, or who cannot be supported onsite, along with inbound support as needed.

This role is focused on telephonic patient engagement, consent and enrollment, EHR documentation, and care coordination for patients living with chronic kidney disease and other complex chronic conditions. Success depends on your ability to connect with patients quickly over the phone, communicate value clearly, and remove the barriers that keep patients from staying consistent with their medications.

Role Responsibilities

Some responsibilities may vary based on specific patient programs, but this role's primary duties include the following:

• Conduct high-volume outbound telephone outreach to patients to introduce Evergreen's pharmacy service, establish rapport and trust, and guide patients through enrollment.
• Deliver clear, standardized messaging over the phone — using approved scripts and talking points to drive consistent, informed enrollment decisions and manage patient questions and objections.
• Obtain and document patient consent by phone, and capture the information needed to enroll the patient.
• Make the necessary changes in the EHR based on the patient's decisions — updating the patient's preferred pharmacy, triggering electronic prescriptions (eRxs) to the pharmacy partner, and accurately documenting consent or decline in the patient's chart.
• Manage outreach queues and follow-up cadences, completing multiple contact attempts per patient and prioritizing outreach based on urgency and targets.
• Accurately document all call activity, outreach attempts, accepts/declines, and coordination activities in Evergreen's clinical and operational systems, supporting accurate enrollment and success-rate tracking.
• Meet call center performance expectations, including call quality, productivity, average speed of answer, and enrollment/conversion targets.
• Uphold patient privacy and confidentiality standards in accordance with HIPAA and organizational policies.
• Other duties consistent with this role, as assigned.

Required Qualifications

• Current Medical Assistant certification (CMA/RMA).
• Experience in a telephonic, call-center, or high-volume outbound patient/customer outreach environment.
• Strong interpersonal and communication skills, with the ability to build trust and engage patients over the phone.
• Experience in healthcare, pharmacy, care coordination, or other patient support roles.
• Comfort and proficiency working within an electronic health record (EHR/EMR) — documenting encounters, reviewing medication lists, and making authorized updates.
• Strong organizational skills and attention to detail, with the ability to manage multiple patients, tasks, and follow-ups across an outreach queue.
• Working knowledge of HIPAA and a demonstrated commitment to protecting patient privacy and PHI.
• Intermediate skills with MS Office Suite of products including Outlook and Teams.
• Able to work effectively in a primarily remote environment:
  • Home internet must support a minimum download speed of 25 Mbps and upload speed of 10 Mbps. Cable, Fiber, or DSL connections hardwired to the internet device are recommended.
  • Evergreen will provide remote employees with telephony applications and equipment to meet the business requirements for their role.
  • Employees must work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Preferred Qualifications

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