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About the Role
The Patient Support Specialist plays a key role in maintaining continuity of care for patients receiving specialty or infusion therapies. By supporting refill coordination, prescription management, and patient communication, this role helps ensure patients stay on therapy safely, compliantly, and without disruption.
Responsibilities
- Support ongoing patient care by coordinating prescription refills, outreach, and documentation throughout specialty or infusion therapy
- Communicate professionally with patients and providers to gather required information, lab results, and prescription renewals
- Submit insurance re-authorizations and prior authorizations as needed to prevent delays in therapy
- Ensure clinical and regulatory compliance by asking required screening questions and escalating concerns to a pharmacist when appropriate
- Maintain accurate patient records, demographic information, and insurance documentation in designated systems
- Collaborate daily with pharmacy operations teams to support timely dispensing, shipping, and refill coordination
- Serve as a trusted point of contact while adhering to all state Board of Pharmacy regulations, HIPAA, and applicable laws
- Identify opportunities to improve patient support workflows while maintaining high standards of accuracy and service
Requirements
- High school diploma or GED
- Current Pharmacy Technician registration and/or certification in good standing (or commitment to obtain required registration/certification within 60 days of hire)
- Experience providing customer service to internal and external customers
- Experience with data entry, healthcare systems, and medical terminology
- Basic proficiency in Microsoft Office and related technology platforms
- Pharmacy Technician certification (if not required by state)
- One (1) or more years of experience in specialty pharmacy
- Experience communicating with patient care settings including outpatient clinics, inpatient facilities, skilled nursing, or home care environments
- A strong commitment to patient support and continuity of care
- Clear, compassionate communication skills with patients and healthcare partners
- Attention to detail and accountability in highly regulated environments
- Comfort balancing multiple priorities while maintaining accuracy
- A desire to be part of a team that values empathy, professionalism, and high standards
- Participate annually in required legal and ethical compliance training
- Consistently act in compliance with LUX Infusion’s legal, ethical, and compliance policies
- Adhere to all standards and procedures outlined in the LUX Infusion Compliance Manual
- Refrain from any behavior that could be considered unethical or unlawful
- Support the organization’s mission, vision, and values by demonstrating integrity, dedication, compassion, and enthusiasm
- Place patients first, work collaboratively with a “stacked-hands” mindset, and maintain a consistent focus on quality, accountability, and continuous improvement
- Ability to prioritize competing demands, manage multiple tasks effectively, and seek guidance when appropriate
- Assist directly - or coordinate appropriate assistance - to ensure access to LUX Infusion’s services for individuals with disabilities
Skills
- Data entry
- Healthcare systems
- Medical terminology
- Microsoft Office
- Customer service
- Communication
Location
- Rochester, NY
Work Type
- Onsite
- Full-time
Experience Level
- 1+ years of experience in specialty pharmacy
Education Level
- High school diploma or GED
- Pharmacy Technician registration and/or certification
Salary/Compensations
- $21—$24 USD
About the Company
- At LUX Infusion, we’re reimagining infusion and specialty care as something more human, more supportive, and more connected.
- We believe patients deserve clarity, consistency, and compassion throughout their care — especially as they manage ongoing therapies.
- LUX Infusion is a clinician-led, U.S.-based organization that puts people first.
- Our commitment to inclusion, diversity, equity, and advancement (IDEA) is central to our culture.
- At LUX Infusion, we believe care deserves more light — more warmth, more clarity, and more connection.
- Here, you’ll find purpose-driven work that directly impacts patient lives, a patient-first, clinician-led culture, supportive, collaborative pharmacy and operations teams, clear expectations and strong compliance support, and the opportunity to grow with a company building something meaningful.
Equal Opportunity
- LUX Infusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.