Telehealth Patient Services Specialist (New Position)

About Damien Center

Founded in 1987, Damien Center is Indiana's oldest and largest AIDS service organization (ASO) and serves more than 8000 individuals living with or at risk for HIV through a comprehensive, innovative approach to care and prevention. Our purpose is to be a trusted partner in providing services, education and advocacy for all people living with or at risk for HIV and any person seeking a safe and welcoming home for care. Our services include care coordination, clinical and pharmacy services, mental health, housing, and nutrition.

Position Summary

The Telehealth Patient Services Specialist supports a smooth, accessible telehealth experience by helping patients navigate services, serving as a liaison between patients and providers, and providing programmatic administrative support.

Responsibilities

• Serve as the digital concierge for telehealth patients.
• Help patients navigate the telehealth platform.
• Direct questions to the appropriate provider, pharmacy, or billing team member.
• Maintain clear communication between patients and the care team.
• Support telehealth program operations by determining eligibility for telehealth and assistance programs.
• Verify insurance information and gather medical records as needed.
• Ensure accurate data entry to support clean reporting.
• Review billing and reconciliation information before final submission by the Pharmacy Development Officer.
• Perform special assignments and other work as needed by supervisor.

Qualifications

• High School Diploma or GED required.
• Licensed Pharmacy Technician in Indiana with a valid license.
• Pharmacy Technician Certification (PTCB or NHA) required within 1 year of employment.
• Must have at least 1 year of current retail pharmacy technician experience.
• Strong attention to detail and ability to follow procedures precisely.
• Good communication skills and a customer-first attitude.
• Work or lived experience may substitute for education requirements on a case-by-case basis.

Required Knowledge, Skills, and Abilities

• Regulatory knowledge of HIPAA guidelines, secure communication standards, and handling of Protected Health Information (PHI) required.
• Possess superior organizational and administrative skills.
• Excellent interpersonal and communication abilities.
• Excellent computer skills in a Microsoft Windows environment.
• Ability to work independently and achieve high standards of productivity, achieving deadlines, and with superior product results.
• Strong calendaring, organizational, and document management skills are required.
• Proactive approach to solving problems and communicating to leadership.
• Knowledge of office management systems, procedures, and office equipment required.
• Excellent time management skills and ability to prioritize work.
• The individual in this role must display the highest level of integrity and confidentiality.
• Maintain knowledge of trends in their area of responsibility.

Physical Demands and Work Environment

• While performing duties, regularly required to sit, reach with hands and arms, talk, and hear.
• Frequently required to use hands to touch and handle objects; frequently stands or walks.
• Must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision and ability to adjust focus.
• Remote work is on a case-by-case basis and must be approved by the supervisor.
• Office setting with sustained use of a computer; noise level is minimal to moderate.
• Individuals should maintain personal and professional competency and work to create an environment of courtesy, respect, inclusion, and positivity in all interactions both internal and external to the organization.

Benefits

• 150 hours of PTO in the first year followed by 195 hours per year moving forward.
• 12 paid holidays.
• Medical coverage options include a PPO plan or a HDHP.
• Dental & Vision plans.
• Health Saving Account or Flexible Spending Account.
• Dependent Care Flexible Spending Account.
• Employee Assistance Program.
• 403b Retirement Account with 5% matching and 100% vesting after 90 days.
• Life Insurance @ 2 times the annual salary.
• Voluntary Life Insurance Plan including spouse and child coverage options.
• Short- & Long-Term Disability Plans.
• Premium Subscription to the CALM APP which assists with anxiety, stress & other mental health challenges.
• Professional Development Opportunities.
• Tuition Assistance.
• Annual performance review that includes an annual performance-based salary increase.

Pay

$24 - 30 hourly, Full Time, Non-exempt, Hourly. FLSA Status: Full Time, Non-exempt, Hourly. Reports to: Chief Pharmacy Officer.