Contact Center Patient Access Specialist

Inizio Engage • Yardley, PA

5d

About The Position

Inizio Engage has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses. The Patient Access Specialist (PAS) Team Leader is an essential member of the AstraZeneca Patient Support Operations team supporting patients and healthcare providers across the US. This position will be responsible for helping patients understand their access to medication through reimbursement and affordability programs. This role will focus on identification of access pathways by providing information and resources to address access barriers while maintaining internal and external communications. Assist with call monitoring; provide timely feedback to Call Center Communicators. Be innovative, using creativity, imagination, and information to develop ideas and suggestions for improvements. Assist the management team with the compilation of individual monthly program metrics. Disseminate all project information/directives to team. Lead by example, adhering to corporate compliance and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership. This is your opportunity to join Inizio Engage and represent a top biotechnology company! What’s in it for you? Competitive Compensation Excellent Benefits – accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and paternity leave benefits, employee discounts/promotions Employee discounts & exclusive promotions Recognition programs, contests, and company-wide awards Exceptional, collaborative culture Best Places to Work in BioPharma (2022, 2023, & 2024) Certified Great Place to Work (2022, 2023, 2025) What will you be doing? Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines. Manage day to day activities of patient and health care provider support requests and deliverables across multiple communication channels in a Contact Center i.e. Phone, Fax, Chat, email, etc. approximately 50 percent of time Ensure all support requested is captured within the Case Management system Escalate issues identified by self or project team to appropriate program leadership Ensure timely processing and resolution of cases meeting productivity and quality requirements Escalate complex cases, when appropriate Coordinate all appropriate aspects of patient case management through to completion, using effective interpersonal skills to manage interactions Educate Health Care Providers and patients on available on Patient Support programs and referral process to ensure timely case processing Communicate effectively with payers, pharmacies, third party administrators and other departments Perform in-depth research into patient's medication coverage (may include benefit investigation/prior authorization/appeals and available support programs) Follow all requirements associated with compliance to program guidelines and relevant regulations, including HIPPA and patient privacy. What do you need for this position? High School Diploma required Associates or Bachelor’s Degree preferred, or 1-2 years of healthcare/healthcare reimbursement experience. Working knowledge and experience with health insurance and Rx reimbursement Understands HIPAA and privacy laws and requirements and maintains patient confidentiality Experience with Adverse Event and Product Quality Complaint reporting preferred. Maintains compliance with program business rules, standard operating procedures, and guidelines. Outstanding case management/customer service skills required. Excellent interpersonal skills. Active and effective listening skills and creative problem-solving skills. Excellent written and oral communication skills. Passionate about learning and able to share/communicate that passion to others. Ability to work cross-functionally and exhibit teamwork and collaboration. Attention to detail and ability to follow up are essential. Self-motivated, with a sense of urgency. Can manage competing priorities at once. Strong planning and organizational skills. Ability to adapt quickly to changing environment. Individuals must demonstrate the ability to interact successfully in a dynamic and culturally diverse workplace.

Requirements

• High School Diploma required
• Working knowledge and experience with health insurance and Rx reimbursement
• Understands HIPAA and privacy laws and requirements and maintains patient confidentiality
• Maintains compliance with program business rules, standard operating procedures, and guidelines.
• Outstanding case management/customer service skills required.
• Excellent interpersonal skills.
• Active and effective listening skills and creative problem-solving skills.
• Excellent written and oral communication skills.
• Passionate about learning and able to share/communicate that passion to others.
• Ability to work cross-functionally and exhibit teamwork and collaboration.
• Attention to detail and ability to follow up are essential.
• Self-motivated, with a sense of urgency.
• Can manage competing priorities at once.
• Strong planning and organizational skills.
• Ability to adapt quickly to changing environment.
• Individuals must demonstrate the ability to interact successfully in a dynamic and culturally diverse workplace.

Nice To Haves

• Associates or Bachelor’s Degree preferred, or 1-2 years of healthcare/healthcare reimbursement experience.
• Experience with Adverse Event and Product Quality Complaint reporting preferred.

Responsibilities

• Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines.
• Manage day to day activities of patient and health care provider support requests and deliverables across multiple communication channels in a Contact Center i.e. Phone, Fax, Chat, email, etc. approximately 50 percent of time
• Ensure all support requested is captured within the Case Management system
• Escalate issues identified by self or project team to appropriate program leadership
• Ensure timely processing and resolution of cases meeting productivity and quality requirements
• Escalate complex cases, when appropriate
• Coordinate all appropriate aspects of patient case management through to completion, using effective interpersonal skills to manage interactions
• Educate Health Care Providers and patients on available on Patient Support programs and referral process to ensure timely case processing
• Communicate effectively with payers, pharmacies, third party administrators and other departments
• Perform in-depth research into patient's medication coverage (may include benefit investigation/prior authorization/appeals and available support programs)
• Follow all requirements associated with compliance to program guidelines and relevant regulations, including HIPPA and patient privacy.

Benefits

• Competitive Compensation
• Excellent Benefits – accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and paternity leave benefits, employee discounts/promotions
• Employee discounts & exclusive promotions
• Recognition programs, contests, and company-wide awards
• Exceptional, collaborative culture
• Best Places to Work in BioPharma (2022, 2023, & 2024)
• Certified Great Place to Work (2022, 2023, 2025)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED