Delivery Coordination Associate

The Delivery Coordination Associate (DCA) is an office-based position that plays a key role in patient and provider customer service. The DCA must coordinate the administration of a treatment, whether in a Doctor’s Office, or at another designated site. The DCA must ensure patient and prescriber’s satisfaction through personal attention, and an efficient, transparent and simple process from end to end.

They must answer questions and inquiries, troubleshoot problems, provide information and handle complaints in order to improve service. DCA are required to make outbound calls to follow up with patients and HCP offices. 

Responsibilities include, but are not limited to:

1. Ensure timely delivery of medication by:
   1. Upon health plan and/or PAP approval, contacting the patient, their representative and/or HCP office to agree on medication delivery date, time, and location. (Please note patients may prefer to pick up their medication at the pharmacy)
   2. Communicating and obtaining, or coordinating to obtain, patient co-pay/deductible responsibility, if any
   3. Securing location of original prescription, always reminding patients and HCPs that no medication can be delivered if the original prescription is not on file at the pharmacy
2. Identifying due dates and refill dates to build and sustain a delivery pipeline, without missing a treatment date. 
3. Following up on customer calls where required. 
4. Researching required information using available resources.
5. Handling and resolving customer complaints.
6. Identifying, escalating priority issues and reporting to the high-level management.
7. Completing detailed and specific call notes as necessary, updating them in CPR+.
8. Obtaining documenting and reporting relevant data to handle complaints and inquiries.
9. Managing administration, communicating and coordinating with internal departments.

10. Meet management’s production standards, whether quantitative or qualitative

Other analogous duties may be assigned from time to time as needed by Alivia.

Minimum requirements: