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The Patient Support Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions.
Responsibilities
Support inbound and outbound phone lines for the pharmacy Answer calls, emails and/or other requests from patients and/or healthcare providers while meeting or exceeding service level goals Able to balance priorities, working with team members, between inbound calls, responding to inbound email requests and making outbound calls to messages left on voicemail Accurately and completely capture information and update systems appropriately Be flexible, organized and able to comply with constantly changing program business rules Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution Provide first call resolution where possible. Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient’s satisfaction.
Provide availability, tracking and shipping information for patient’s medication as needed
Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates and caregivers in a prompt, courteous and professional manner ensuring compliance with state and federal regulations.
Report adverse events/product complaint inquires received in accordance with standard operating procedures and current good manufacturer practices.
Execute day-to-day operations specific to the assigned program(s).
Maintain patient confidentiality at all times.
The above duties are meant to be representative of the position and not all-inclusive.
Qualifications
MINIMUM JOB REQUIREMENTS:
High school diploma or equivalent
Two (2) years of work experience in a customer service or customer focused role
Must have proven ability to provide consistently high-quality of service
PREFERRED EDUCATION AND EXPERIENCE:
Associate Degree or technical school training in a related field
One (1) year of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
Experience with HIPAA and patient services
Bi-lingual, English and Spanish
KNOWLEDGE, SKILLS & ABILITIES:
Demonstrated empathy and compassion
Excellent verbal and written communication skills
Excellent organization skills and detail oriented
Balance multiple priorities to meet expected response deadlines
Adaptable, flexible and readily adjust to changing situations
Ability to work independently and as a member of a team
Ability to comprehend and apply basic math principles
Ability to apply logical thinking when evaluating practical problems
Ability to present information and respond to questions from stakeholders
Ability to interact with a diverse group
Ability to listen and demonstrate a high degree of empathy
Demonstrated computer skills includes Microsoft Word, Excel, and Outlook
Display tact and diplomacy in response to unfavorable or negative situations
Demonstrated sensitivity and understanding when speaking with patients
Demonstrated passion for speaking with people in an outgoing way
Frequently reach (overhead), handle, and feel with hands and arms
Sit for prolonged periods of time
Occasionally stoop, kneel, and crouch
Occasionally lift, carry, and move up to 25 pounds
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The expected base pay range for this position is $17 per hour. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.
