Custom Health

Patient Coordinator

• Serve as the first point of contact for prospective patients.
• Contact referred patients and consumers who have requested more information.
• Explain Custom Health services in a clear, supportive, and professional way.
• Build trust and rapport with patients and caregivers.
• Answer questions and provide education regarding available programs.
• Deliver a positive and supportive patient experience.
• Assess patient eligibility, interest, and program suitability.
• Verify coverage and help patients understand available services and next steps.
• Support enrollment and onboarding readiness.
• Identify and address barriers that may prevent enrollment.
• Manage patient progression through qualification.
• Maintain accurate records within CRM systems and patient tracking tools.
• Organize and track patient progress through the onboarding process.

Pharmacist

• Own the patient experience from qualification through successful activation and program start, maintaining engagement throughout onboarding, pharmacy processing, fulfillment, and activation activities.
• Serve as the primary operational contact for patients until successful program activation and start.
• Guide patients through the onboarding and activation process.
• Coordinate timelines, expectations, and next steps across multiple pharmacies.
• Help ensure patients successfully start their therapy or program.
• Maintain operational visibility into patient progression and proactively address delays or barriers to activation.
• Gather and organize onboarding information.
• Support medication transfer coordination and readiness activities.
• Confirm medication schedules, routines, and onboarding preferences.
• Identify and resolve barriers that could delay patient starts.
• Coordinate activation readiness and onboarding follow-up.
• Coordinate activities across Marketing, Pharmacy Operations, Clinical Services, and Technology teams to ensure patients successfully progress through the patient start journey.
• Act as the bridge between patients, caregivers, and pharmacy teams.
• Ensure pharmacy teams receive complete and accurate onboarding information.
• Help create smooth transitions between onboarding, fulfillment, and activation.
• Support operational consistency across multiple pharmacy partners.
• Monitor and manage key patient start metrics including Patient Start Rate, Time to Start, Activation Completion Rate, Patient Reach Rate, and Patient Satisfaction.
• Take ownership of patient progression outcomes and proactively identify opportunities to improve conversion and activation performance.
• Track onboarding progression and patient start performance.
• Maintain operational visibility into patient movement across operational stages.
• Identify workflow bottlenecks and opportunities for improvement.
• Contribute to process development and operational best practices.
• Support reporting and KPI tracking initiatives.
• Support the development and optimization of workflow automation and AI-assisted patient engagement processes to improve scalability and patient experience.

Patient Coordinator

Pharmacy Technician