Remote Healthcare Customer Service Representative
About The Position
The Case Manager supports patients, healthcare providers, and specialty pharmacies through benefit coordination and therapy access. The role serves as a subject matter expert on reimbursement, eligibility, coverage, affordability programs, and patient support services, and acts as a liaison among patients, providers, pharmacies, and internal stakeholders to help ensure timely access to prescribed therapies and deliver a strong customer experience. This is a fully remote, four-month contract position based out of Morrisville, North Carolina. The schedule is flexible between 8:00 AM and 8:00 PM. The pay range is $21.00–$22.00 per hour. The anticipated start date is October 19, 2026.
Requirements
- Previous experience in a HUB, Patient Services, Case Management, or related healthcare support environment.
- Contact center or customer service experience.
- Experience supporting pharmaceutical benefit processes and patient access programs.
- Working knowledge of commercial and government payers, including Medicare Part B.
- Experience communicating with patients, physician offices, and specialty pharmacies.
- Strong problem-solving, organizational, and relationship-building skills.
- Excellent verbal and written communication skills.
- Ability to work independently in a remote environment while managing multiple priorities.
Nice To Haves
- 1–2 years of experience in pharmaceutical benefits, reimbursement support, patient services, or healthcare case management.
- Familiarity with benefit verification, prior authorization processes, and insurance coverage navigation.
Responsibilities
- Serve as the primary point of contact for patients, healthcare providers, and specialty pharmacies regarding program support and therapy access.
- Assist with benefit verification, eligibility review, program enrollment, affordability assistance, and reimbursement support.
- Research payer coverage requirements and identify solutions to payer-related challenges.
- Develop and maintain relationships with healthcare providers and patients through ongoing communication and support.
- Educate stakeholders on commercial and government insurance benefits, including Medicare, Medicaid, Veterans Affairs, and Department of Defense plans.
- Document and maintain accurate case records in accordance with program guidelines, company policies, and regulatory requirements.
- Collaborate with Program Management and internal teams to address patient needs, resolve issues, and improve program effectiveness.
- Escalate complex cases according to standard operating procedures and program guidelines.
- Support inbound and outbound communications by phone and email while maintaining professionalism and strong customer service.
- Monitor patient cases to ensure timely follow-up and positive outcomes.
- Handle sensitive information confidentially and professionally.
Benefits
- Medical, dental, and vision coverage, if eligible.
- Critical Illness, Accident, and Hospital coverage, if eligible.
- 401(k) retirement plan with pre-tax and Roth post-tax contribution options, if eligible.
- Voluntary life insurance and AD&D coverage for the employee and dependents, if eligible.
- Short- and long-term disability coverage, if eligible.
- Health Spending Account (HSA), if eligible.
- Transportation benefits, if eligible.
- Employee Assistance Program, if eligible.
- Time off or leave, including PTO, vacation, or sick leave, if eligible.
- Fully remote work environment.
- Growth opportunities within the healthcare and patient services industry.
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
