Care Ambassador
Our client operates in the healthcare sector, focusing on improving patient outcomes by integrating care delivery with technology. They address challenges in accessing specialized therapies, particularly for rare disease populations, by providing enhanced services tailored to unique patient needs. The organization supports millions globally by connecting patients with care, pharmacy benefits, data, and resources.
About the Opportunity
The Care Ambassador plays a crucial role in managing relationships with patients, healthcare providers, pharmaceutical manufacturers, and insurance carriers within a specialized therapy program. This position acts as the primary point of contact, addressing product and program-related issues while promoting patient adherence to therapies. The role is integral to ensuring effective communication and support that improves patient care and program satisfaction.
Responsibilities
- Serve as the Single Point of Contact for patients, caregivers, providers, and pharma representatives
- Address complaints and concerns from physician offices and patients with professionalism and empathy
- Streamline communication processes for healthcare providers managing multiple patients
- Identify and resolve customer roadblocks proactively
- Manage workflow to meet Service Level Agreements (SLAs)
- Build and maintain productive relationships with healthcare professionals
- Engage customers to foster trust and promote program services
- Develop tailored customer support plans to enhance patient outcomes
- Handle inbound and outbound communications via email, phone, and fax
- Understand program operations, product details, and the patient journey
- Stay informed on disease states, competitors, and healthcare industry trends
- Collaborate with management and colleagues across departments
- Utilize information technology and database systems effectively
- Resolve problems impacting physician offices and patients
- Contribute to program goals through knowledge of relevant products and information
- Complete all required training
Requirements
- Ability to work remotely within the U.S.
- Proficiency in computer use and multitasking across multiple programs
- Strong communication and problem-solving skills
- Capacity to manage time effectively and prioritize tasks
- Flexibility to work an 8-hour shift between 12:30 pm and 9:00 pm EST, Monday through Friday
- Willingness to work occasional overtime as needed
Schedule
Flexible 8-hour shift between 12:30 pm and 9:00 pm EST, Monday through Friday, with occasional overtime as needed.