Patient Success Specialist-Temp

About the Opportunity

The Patient Success Specialist will work with all patient-specific eligibility verifications with payers, claim submissions/investigations, product grid, and analysis of the current patient status, and manage various reporting functions. This role requires strong organization, including strict adherence to guidelines and regulatory requirements. The current role is a key contributor to modifications to internal/external department protocols and SOP for current processes to expand upon additional product lines of payer submissions. This position requires establishing priorities and the ability to multi-task accordingly. Confer with Management to determine the progress of work and to provide information on changes.

Key Responsibilities

• Address the needs of patients with a focus on customer support, coordination of logistics, and problem solving.
• Schedule and coordinate the flow of work within or between departments to expedite project efficiencies and resolution to escalations.
• Address and resolve assigned inquiries with a sense of urgency. These include but are not limited to patients, sales team, clinic, and executive inquiries and/or escalations.
• Ensures timely closure of escalation cases using email, phone, or a CRM system.
• Adhere to pre-established guidelines and specific instructions and training, to effectively perform the functions of the job.
• Review standard operating procedures for common departmental tasks/duties.
• Other duties as assigned by Management.
• Ensure all data and analysis requests from different parts of the organization are addressed in a timely manner.
• Owning the second level line of escalation to our patient billing call center agents and field teams.
• Responsible for patient outreach efforts to resolve escalated issues using all forms of communication (SMS, email, phone).
• Participates with operational programs, projects, and initiatives that help drive the sustaining business forward through patient resolution.
• Keeps key internal leaders and other stakeholders apprised of the escalation status.

Required Qualifications

• Bachelor’s degree or equivalent experience.
• Experience with medical billing and coding, preferably in a skilled nursing environment.
• Excellent customer service skills and phone manner.
• Strong knowledge of Medicare and Medicaid practices.
• Minimum 2 years of Call Center experience in an inbound and outbound capacity.
• Minimum 2 years CRM system experience.

Patient Success Specialists

• Assigned a designated phone line but are also cross-trained to help support additional lines when call volumes fluctuate.
• Agents are also assigned a designated shift schedule but must maintain schedule flexibility between 7 AM and 7 PM to accommodate possible shift changes due to call volume fluctuations and changing business needs.

Pay Range

The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations. Remote USA$20—$20 USD

Our Opportunity

The organization is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. The aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. The team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers, and many other professionals from world-class institutions, who care deeply for the work and each other. When joining the organization, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

What we offer

• Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents. Additionally, employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits, and much more.
• A generous employee referral program is also offered.

Equal Opportunity Employer

The organization is an equal opportunity employer committed to building a diverse and inclusive team. All qualified applicants are encouraged to apply and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability, or any other legally protected status. The organization also considers qualified applicants regardless of criminal histories, consistent with applicable laws.