Patient Support Specialist

Responsibilities

• Responds 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 and responds.
• Focus on patient empathy and the consumer experience with the goal to assure our patients on ease of use of program goals and ultimately driving access to care and medication adherence.
• May also process claims and/or may answer phones.
• Refers requests for escalation as needed and engages other internal areas such as Program Management, IT and other Contact Center teams to resolve issues.

Qualifications

• 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).
• High School or GED required
• 1+ years in a health care 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)
• 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 opportunity to service patients with a high level of empathy
• Adaptability: Adapts to a variety of situations easily and effectively navigates situations
• Problem Solve; Thinks critically, and problem-solves issues to resolution.