About the Role
Our pharmacy is the clinical engine of Pharmko. Our pharmacists, technicians, and clinical staff are heads-down compounding sterile parenteral nutrition and infusion therapies that patients depend on. The Client Services Coordinator is the person who fields everything else: the calls, the questions, the "where is my delivery," the prescription follow-ups, the physician office requests, the case manager check-ins. You keep the pharmacy team focused on the work only they can do.
This is a high-volume, fast-moving, account-oriented role. You will be the first voice patients, caregivers, and referring offices hear, and the person who decides what gets handled, what gets routed, and what gets escalated. You will also be the daily relationship owner for our network of physician offices, hospitals, and case managers, working alongside our outside sales team to keep referrals flowing and accounts strong.
If you are the kind of person who naturally creates order out of chaos, communicates warmly under pressure, and takes ownership of getting things resolved, this role will fit you well. We reward performance: this position includes a quarterly bonus structure tied to operational and patient experience metrics.
What You Will Do
Front-Line Patient and Caregiver Support
Be the primary point of contact for incoming patient and caregiver calls
Handle status inquiries on deliveries, prescriptions, supplies, and nursing visits
Communicate proactively about scheduling, delays, and next steps so patients are never left guessing
Escalate clinical questions to pharmacy staff appropriately
Account and Referring Office Relationships
Serve as the daily contact for physician offices, hospital discharge planners, case managers, and home health agencies
Build collegial, dependable relationships with referring offices that keep patients coming back to Pharmko
Track outstanding orders, labs, and documentation and follow up until items are received
Manage incoming faxes, eScripts, phone, and email referral channels and route to the right person on the team
Partner closely with our outside sales team on account strategy and pipeline
Operations Triage and Routing
Manage the shared inbox and main phone line, triaging requests by urgency and complexity
Decide what you can handle directly, what needs to go to intake, what needs pharmacy, and what needs leadership
Track open issues to closure so nothing falls through the cracks
Logistics and Delivery Coordination
Coordinate daily delivery schedules with pharmacy staff and couriers (FedEx, UPS, local)
Align lab draw timing with compounding and delivery windows
Troubleshoot real-time delivery and scheduling issues, including weather delays, missed deliveries, and address changes
Hospital-to-Home Transitions
Coordinate onboarding logistics for new patient starts including deliveries, nursing visits, and supply needs
Work closely with intake to ensure smooth handoffs from referral to first delivery
Cross-Team Communication
Serve as the connective tissue between pharmacy, intake, billing, and sales so information flows where it needs to go
Surface recurring issues and bottlenecks to leadership with suggestions for fixes
What We Are Looking For
2+ years of experience in home infusion, specialty pharmacy, DME, home health, medical office coordination, or inside sales/account management in a healthcare or B2B service environment
Comfort with high call volume and shared-inbox triage
Strong organizational skills with a system for tracking open items so nothing slips
Excellent verbal and written communication, including a warm and professional phone manner
Comfort with EMR or pharmacy management systems (Brightree experience a strong plus)
Familiarity with prior authorization, benefit verification, or referral workflows a plus
Ability to thrive in a fast-paced, patient-focused environment
Goal-oriented mindset and ownership of outcomes
High school diploma or equivalent required; associate or bachelor's degree a plus
What Success Looks Like
The pharmacy team can stay focused on compounding and clinical work without being interrupted by routine inquiries
Patients, caregivers, and referring offices feel heard, informed, and well taken care of
Nothing falls through the cracks: every call, fax, and request is tracked to resolution
Faster patient onboarding from referral to first delivery
Strong, lasting relationships with our referring offices and case managers
Compensation and Benefits
$55,000 base salary
Quarterly performance bonus up to $1,500 per quarter ($6,000 annually) tied to operational and patient satisfaction metrics
On-target total compensation: $61,000
Health insurance (medical coverage)
Paid time off (PTO)
Paid holidays, including major federal and Jewish holidays observed in office
Sick leave in accordance with NY state law
Professional development opportunities
Supportive, mission-driven team environment
Opportunity to make a real difference in patients' lives