Overview
The primary purpose of this position is to engage in and maintain regular communication with physicians, medical office staff, outside sales representatives, and internal medical staff to support, document, and coordinate patient hub services. This communication will routinely be in the form of inbound phone calls, issue ticket management, and live chat. Team members will work interactively with patients and their healthcare providers to complete enrollment activities, coordinate the distribution of specialty pharmaceuticals, answer basic program inquiries, and help coordinate access to therapies through the patient’s healthcare provider. Patient Support Specialist typically works in a support capacity to benefit verification representatives, senior benefit verification representatives, and management as a first line of contact for all inbound calls, live chats, and issue tickets.
Responsibilities
What you will do:
- Speaks with medical office staff by phone and chat software to answer basic program inquiries. Adheres to program-approved talking points and/or scripting for all inbound call interactions.
- Answers appropriate technical questions and/or triage calls to the assigned concierge or case manager.
- Works on problems of limited scope. Follows standard operating procedures in analyzing data from which answers can be readily obtained. Builds stable working relationships internally.
- Performs data entry tasks in multiple systems. Follows up via phone, mail, and/or fax for missing enrollment information and documents interactions accordingly in the ticket management system.
- Coordinates access to appropriate support services, including reimbursement counseling, Patient Access and Copay Assistance programs, and general support.
- May participate in special department or related projects, as needed.
- Other duties as assigned.
Qualifications
What we need from you:
- High school diploma or equivalent required.
- Bachelor’s degree or equivalent experience in business, hospital administration, marketing, or related field preferred.
- Minimum of 1 year experience in customer service, insurance verification, or related area required.
- Health care environment with third-party benefits verification experience.
- Prior phone customer service experience.
- Knowledge of the US Healthcare/Insurance system and the essential parties involved in a patient’s access to benefits. Understanding proper conduct in an office environment, phone etiquette, and interpersonal relationships.
- Ability to read and interpret training manuals, safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence using computer applications. Excellent verbal skills and knowledge of medical terms.
- Ability to work efficiently in Microsoft Office, including the creation of spreadsheets in Excel and the ability to take notes via computer keyboard during telephone conversations.
- Ability to interpret various instructions furnished in written, oral, diagram, or schedule form.
- Ability to reason and react quickly and in the least disruptive manner possible to the office or physician.
- Proficient in conflict resolution over the phone and maintenance of professional phone demeanor of all time.
Why work with us?
- Immerse yourself in an excellent company culture with fun events and volunteer opportunities.
- Enjoy competitive benefits, including medical, dental, vision, and more.
- Please take advantage of our 401k package with a dollar-for-dollar match-up.
- Generous PTO and paid holiday days are offered.
- Embrace opportunities for professional and personal growth in our team-oriented atmosphere.
