Description:
Duties:
Under the supervisor's direction, The Patient Support Specialist is responsible for providing patient health care services, enabling access to care for prescription medications. This individual will be interacting directly with patients, physicians, and/or pharmacies related to providing access to care on behalf of our client s copay assistance programs. This individual is part of a highly concierge white glove service team that will manage the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our client s copay assistance programs. This position requires someone with extreme customer empathy and soft skills, experienced in patient care health care case management engagement.
What you will do:
- Respond to inbound phone calls and claims (as well as outbound calls) to/from patients, physicians, and pharmacies, services their access to care, and reimbursement needs.
- Focus on patient empathy and the consumer experience to assure our patients of ease of use of program goals and ultimately drive access to care and medication adherence. Based on volume, they may also process claims and/or answer phones.
- Refers to requests for escalation as needed and engages other internal areas such as Program Management, IT, and other Patient Support teams to resolve issues.
- Performs other assignments as needed.
Skills:
What we need from you:
- High School or GED required
- 1+ years in healthcare or case management experience in a high-volume contact center environment or similar environment preferred
- Experience working in pharmacy benefits, health care insurance, and/or medical billing (preferred)
- Call Center operating metrics and performance management experience (a plus)
- Knowledge of pharmacy benefits, health care insurance, and/or medical billing (a plus)
- Will be trained to support programs, clients, and/or job functions as appropriate
- Some experience with any Third-Party system (SelectRx, Pro-Care, FSV) (a plus)
- Experience with Call Center software (Five9, In-Contact, or similar) (a plus)
- Fluent in English/Spanish (a plus).
- Communication skills: ability to convey information in easy-to-understand language. Actively listens; Uses writing effectively to create documents; uses correct spelling, grammar, and punctuation
- Customer Focus: high level of empathy and emotional intelligence; Focuses on the opportunity to service patients with a high level of empathy
- Adaptability: Adapts to a variety of situations efficiently and effectively navigates situations
- Problem
Education:
- High School or GED required
- 1+ years in healthcare or case management experience in a high-volume contact center environment or similar environment preferred
Languages:
Skills:
Required
PATIENT CARE
CASE MANAGEMENT
CUSTOMER EMPATHY
EMOTIONAL INTELLIGENCE
COMMUNICATION
Additional
ADAPTABILITY
HEALTHCARE EXPERIENCE
PROBLEM SOLVING
PHARMACY BENEFITS
HEALTH CARE INSURANCE
MEDICAL BILLING
CALL CENTER OPERATING METRICS
PERFORMANCE MANAGEMENT
THIRD-PARTY SYSTEMS (SELECTRX, PRO-CARE, FSV)
CALL CENTER SOFTWARE (FIVE9, IN-CONTACT, OR SIMILAR)
BILINGUAL SPANISH
Minimum Degree Required:
Completed High School (Diploma or GED)
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