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. Provide direct support and serve as the 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, and established protocols or non-standard service models to provide the highest quality of services to patients. Serve as subject matter experts on the intricacies of selected payer partner programs and assist patients in ensuring correct triage and handling.

Responsibilities

• Assist in orienting and training employees.
• 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, McKesson EnterpriseRX, and 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 the supervisor.
• Complete all mandatory and regulatory training programs.
• Assist in the implementation of process improvements to streamline patient relationships consistent with payer specifications, including accessing partner CRMs to investigate patient needs.
• Perform other duties as assigned.

Requirements

• Broad knowledge of medications, physician orders, and pharmacy systems.
• Effective communication and outstanding customer service skills.
• Excellent organization, multitasking, and prioritization skills.
• Excellent computer and keyboarding skills.

Qualifications

• Minimum: High School Diploma or GED.
• Preferred: Pharmacy technician or related certification.
• Past experience in a customer service-related field.
• Preferred: 12 months of experience in a call center environment.
• Preferred: 24 months of 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.