Patient Support Specialist - NJ

About the role

The Patient Support Specialist provides patient health care services enabling access to care for prescription medications. This individual interacts directly with patients, physicians, and pharmacies to support client copay assistance programs, delivering a highly concierge "white glove" service from start to finish. Responsibilities include providing program information, eligibility support, reimbursement assistance, and ensuring ease of use to drive medication adherence.

Responsibilities

• Respond to inbound and outbound calls from patients, physicians, and pharmacies to address access-to-care and reimbursement needs, prioritizing patient empathy and a seamless consumer experience.
• Process claims and manage phone interactions based on volume.
• Escalate requests as needed and collaborate with internal teams (Program Management, IT, other Contact Center teams) to resolve issues.
• Perform additional assignments, including administrative tasks such as mail sorting or claims processing, to support other departments as needed.

Requirements

• High School diploma or GED required.
• 1+ years of experience in health care, case management, or a high-volume contact center environment (preferred).
• Experience in pharmacy benefits, health care insurance, or medical billing (preferred).
• Proficiency in communication: ability to convey information clearly, actively listen, and produce well-written documents with correct spelling, grammar, and punctuation.
• Strong customer focus with high empathy and emotional intelligence.
• Adaptability to navigate diverse situations effectively.
• Critical thinking and problem-solving skills to resolve issues.

Skills (Preferred)

• Call center operating metrics and performance management experience.
• Knowledge of third-party systems (e.g., SelectRx, Pro-Care, FSV).
• Experience with call center software (e.g., Five9, InContact).
• Fluency in English and Spanish.

Benefits

• Competitive benefits package, including medical, dental, and vision coverage.
• 401k plan with a dollar-for-dollar match.
• Generous paid time off (PTO) and paid holidays.
• Professional and personal growth opportunities in a team-oriented environment.
• Company culture with fun events and volunteer opportunities.