Patient Support Specialist - Remote

About the role

In this role you will be directly responsible for facilitating access to prescribed EMD Serono products. The Patient Support Specialist (PSS) will provide comprehensive patient access and reimbursement assistance across all therapeutic areas, where appropriate. This role will support patients, family members, caregivers and healthcare professionals by offering timely information on insurance coverage and financial support options. By addressing barriers to access and fostering strong relationships, the PSS will ensure a smooth experience in obtaining necessary therapies. Collaboration with internal teams will further enhance service delivery and improve patient outcomes, aligning with the company’s commitment to advancing patient care.

Responsibilities

• Deliver high-touch phone support to patients, caregivers, and providers on specialty medication access, benefits verification, prior authorizations, and appeals.
• Guide patients through insurance reimbursement, copay cards, and financial assistance programs to eliminate affordability barriers.
• Investigate coverage and document case activities in compliance with program guidelines, HIPAA regulations, and First Call Resolution targets.
• Resolve complex, escalated reimbursement challenges using root cause analysis and solutions-focused critical thinking.
• Serve as a senior subject matter expert and informal mentor to Patient Support Specialist (PSS) peers, sharing best practices on access workflows.
• Proactively identify operational inefficiencies and propose preemptive solutions to streamline reimbursement processes and enhance patient care.
• Monitor team performance, uphold service standards, and manage high-level escalations efficiently alongside management.
• Bridge communication between leadership and the PSS team by reporting key performance metrics, aligning operational strategy, and driving cultural competence.

Requirements

• Bachelor’s Degree in any discipline and 1+ year of reimbursement, pharmacy technician, and/or customer care experience in the medical or health insurance field.
• OR High School Diploma OR GED and 4+ years of reimbursement, pharmacy technician, and/or customer care experience in the medical or health insurance field.

Preferred Qualifications

• Experience in Salesforce, or SFDC.
• Proficient with Microsoft Suite.
• Data entry experience.
• Possess a winning mindset and enjoy collaborating in a team environment.
• Customer-centric mentality.
• Proven organization skills.
• Excellent verbal and written communication.
• Comfortable with running multiple systems at the same time.
• Thrive in a fast-paced, high-volume environment.
• Bilingual English / Spanish.

Schedule

Monday - Friday, 11:30am - 8pm.

Pay

The pay range for this position is $33 - $50 per hour. The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors. The position may be eligible for sales or performance-based bonuses.

Benefits

• Health insurance
• Paid time off (PTO)
• Retirement contributions
• Other perquisites

We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress.