Job Description

Bilingual Care Coordinator (English/Spanish)

Location: Pittsburgh, PA 15205

Pay Range: $43,520 – $61,348 annually

Schedule: Full-time, rotating shifts between 8:00 a.m. – 8:00 p.m., Monday–Friday

Position Summary:

The Bilingual Care Coordinator supports patients and healthcare providers by answering medication-related questions, coordinating prescription refills, resolving insurance and billing concerns, and managing patient orders. This role also provides Spanish interpretation services as needed and serves as the primary point of contact for patients and prescribers.

The position combines responsibilities of a Patient Care Coordinator, Insurance Resolution Specialist, and Order Management Technician. A strong understanding of patient financial assistance programs is essential, as this role assists patients in enrolling in programs for which they may qualify.

Key Responsibilities

• Communicate with patients via phone to establish rapport, introduce program offerings, ensure clinical compliance, authorize medication shipments, and address questions or concerns.
• Conduct physician office welcome calls to provide program overviews and complete enrollment in communication preference plans.
• Serve as the primary contact for patients and physicians, resolving inquiries and issues in a timely and professional manner.
• Track and document all patient and manufacturer interactions using approved platforms, in compliance with applicable laws.
• Ensure patients are properly enrolled and consented in programs; communicate with manufacturer representatives as needed.
• Perform order management activities, including:
• Order and data entry
• Patient onboarding and profile creation/updates
• Prescription retrieval
• Adverse event and product complaint submission and reconciliation
• Assigned follow-ups
• Enroll patients in financial assistance programs as appropriate, including Quick Start, Bridge, Copayment Assistance, Patient Assistance Programs (PAP), and Product Replacement.
• Screen and exclude patients enrolled in federal or state healthcare programs (e.g., Medicare, Medicaid, VA/DoD, TRICARE) from manufacturer commercial copay programs.
• Support reimbursement processes, including pharmacy claims processing, obtaining authorizations and overrides, and discussing financial responsibility with patients.
• Process pharmacy claims accurately and in a timely manner.
• Accept direction from Pharmacists and leadership regarding specialty call compliance programs.
• Communicate effectively with Supervisors, Managers of Operations, and Program Managers.
• Adhere to all HIPAA and privacy regulations in communications and documentation.
• Provide all services fluently in both English and Spanish.
• Complete additional projects and duties as assigned.

Required Qualifications

• High school diploma or GED
• Bilingual fluency in English and Spanish, including medical terminology
• Minimum of 1 year of customer service experience in a call center environment
• Excellent communication, organizational, and interpersonal skills

Preferred Qualifications

• Bachelor’s degree
• Prior experience in a specialty pharmacy or healthcare call center
• Healthcare Interpreter Certification from a nationally recognized organization (CCHI or NBCMI), or willingness to obtain certification

Schedule Details

• Hours fall between 8:00 a.m. – 8:00 p.m., Monday–Friday
• Rotating weekly shifts, including:
• 8:00–4:30
• 9:00–5:30
• 9:30–6:00
• 10:30–7:00
• 11:30–8:00
• Expect approximately one week of closing shifts every 12 weeks

Languages Required

• Spanish

Why Join Us

This role is part of a rapidly growing organization and program that has doubled in size over the past year , offering strong opportunities for growth, stability, and meaningful impact in patient care.

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