Payor-Partner Program Specialist- Remote

About the role

Responsible for all aspects related to management of hub services relationships, entering medication orders, and customer service for patients and providers in a call center environment. Works under general supervision, following standard procedures to accomplish assigned tasks.

Responsibilities

• Provide direct support and serve as primary point of contact for patients of designated third-party payers.
• Follow customized patient support service models and programs to meet and exceed client expectations.
• Follow established protocol and non-standard service models to provide the highest quality of services to patients.
• Serve as subject matter expert on the intricacies of selected payer partner programs and assist patients in ensuring correct triage and handling.
• Assist in the implementation of process improvement to ensure a streamlined patient relationship consistent with selected payer specifications, including accessing systems such as partner CRMs to investigate patient needs.
• Receive and triage patient calls from the general call center for handling.
• Accurately select billing and shipping methods for incoming patient orders and set up delivery as necessary.
• Provide customer service coverage for incoming calls and direct them to appropriate staff.
• Document patient-reported information into TherigySTM and report information via McKesson EnterpriseRX.
• Document and research plan-specific information in partner CRM/tools.
• Resolve customer service issues to ensure member satisfaction.
• Work with members to resolve payment-related issues on accounts or orders.
• Maintain reasonable production as determined by supervisor.
• Complete all mandatory and regulatory training programs.
• Perform other duties as assigned.
• May assist in orienting and training new employees.

Requirements

• Broad knowledge of medications, physician orders, and pharmacy systems.
• Effective communication skills.
• Outstanding customer service skills.
• Excellent organization skills.
• Ability to multitask and prioritize.
• Excellent computer and keyboarding skills.

Qualifications

• Minimum: High School Diploma or GED.
• Preferred: Pharmacy technician or related certification.

Experience

• Past experience in a customer service-related field.
• Preferred: 12 months experience in a call center environment.
• Preferred: 24 months experience as a pharmacy technician.

Pay

$18.50 - $22.00 per hour. The final offer will be determined after careful consideration of relevant skills, years of experience, and education.